Chris Collins argues that system design determines behavior and performance. A school bus layout makes it easy for drivers to follow safety procedures, while a cramped Kia Santa Fe makes it nearly impossible. Build the right form and average employees execute reliably.
Form equals function. Do you have any idea what that.
Means about form equals function? Essentially just that. That if you're designing a service drive and the way that you greet a customer, the way that you walk out is kind of all built for the intention at the end of the day for them to have a good experience.
Let me give you an example. If you're a school bus driver and you have 32 kids to pick up, and you do that with your Kia Santa Fe, how's that gonna work out.
Without some rope? Not good.
Rope? What are you gonna do with the.
Rope for a different episode?
What are you doing with rope?
I'm just saying you got to get them all secure.
And they stack well.
Oh, you're gonna stack kids on top of a Santa Fe?
That's why the refracts.
Okay, well, that's not safe, and we don't want to do that. All right, so it would probably be better to have a school bus.
Way better.
Okay, so that's. Form equals function is the system. The. The environment that we're in, the culture that we're in, will dictate the function of things. Right. So take, for example, our process in the drive with service drive judo. It's kind of impossible for people not to do their job because of the form of that system.
Yeah, it forces it.
It forces the advisor to go out to the car. It forces a certain rhythm. There's timing, there's accountability, all of that. So form equals function. To be a good teacher, you also need to be good at creating systems that people can function inside of. It's not just about the teaching. It's about the. The environment and the system that's in place that encourages that.
Yeah. And the system's built to make people, even the most average people, way more effective at the end of the day. Oh, by the way, does that sound like one of your worst nightmares? Like, let's say that you're about to. You have a. You have a boy. A five year old.
So I have a kid.
You have a five year old kid.
Now, did I have the kid or did my chick have the kid?
She did, but you helped. It started with.
Do I take maternity leave?
You can if you want. I don't know. It's kind of the thing these days. But. But you. You know, your. Your boy's first day of school, and you're walking, you're sitting out at the bus stop, and then all of a sudden, the big yellow school bus pulls up and I'm the driver. What would you do?
Carpool yeah, like, would you just stay?
Would you just say, go on? You'd move? You'd wave the bus on.
No, I'd flyer the neighborhood. Like, rogue bus, school bus driver, not safe. I love this number flyer. I'd start tying kids to the top of my Hyundai Santa Fe.
Which is safer, statistically. That's good.
That'd be so funny if you were texting and drinking coffee and putting on your makeup.
There's so many things you can get done while you're driving.
MP3 or you're trying to figure out your playlist.
Yeah. Because those kids are gonna listen to grunge. A lot of grunge. Grunge and country.
So great. Yeah. That's really good. What do you think of those? Well, maybe I'm just gonna say what I think of it, but way too often I'll come up with service managers that say I'm not good at training. Like it's a foregone conclusion that they couldn't possibly get better at it.
I think it's never too late to start to figure that thing out. And you are. There's a couple of things. Like if you're a service manager, if you want to be kind of, you know, like just to borrow from the book, irreplaceable. I think if you can train really well or teach really well and recruit really well.
You have, you have a really good lock on employment for a long time to come. Like, those are two of the main things, don't you think?
Well, I would say, candidly, if you would verbalize that you're not good at teaching, you probably should go back to whatever it was you were doing before because one of two things. One is you could get good at it if you wanted to. So that tells me you don't have the want because it's probably one of the most important parts of whatever. Whatever it is that we're doing. And second is you just give up easy. Then if that, if that's your obstacle, if that's your hang up.
Yeah, you probably aren't meant for the job. Thanks so much for watching this clip of Service Driving Revolution. We're uploading new stuff every day, so make sure you subscribe and click the bell icon so you don't miss out. If you have a question you'd like us to answer on the show, call 83 Ask SDR and we'll answer your question on the show. That's 8333 Ask SDR. For special deals on our books and training, head over to offers.chriscollinsinc.com that's offers.chriscollinsInc.com I'm Chris Collins, and I'll see you in the next video.
