Chris Collins discusses service managers who isolate themselves and avoid financial reality. Exposure to high-performing peers and honest financial statements reveal paths to profitability through volume or pricing strategies, while ignorance enables blame-shifting and poor customer service.
When we are talking about this as a subject, the very top one for, for me is one is you gotta, you got to teach them or provide them with the training and.
Coach or an environment where they can be around other managers that are performing at a high level. You gotta get them out of their cave. Right. They're in a cave, they're in a silo. You know, it's, it's kind of like do they call that in social media when like you only watch, you know, Fox News and so then it only serves up kind of right wing conservative media and you're in a, what do they call that? A silo or a tunnel? Yeah, something like that.
I don't know, a funnel or.
But you, you end up kind of being ignorant to what both sides of the story are. You only have your narrative, some algorithm.
Has decided that you're what, what, what hole you're in and then everybody just follows suit to that thing. So you, it literally distorts reality.
And the. So let's just go through the reasons why dealers don't share the financial for the most part. One is they'll say, well, the expenses aren't fair because we built a new building so our rent's higher than it should be. Or we, you know, we're in this sort of situation and so we pay more of a management fee. Or there's just a million reasons that they come up with, none of which are true. Like when, whenever we show a service manager the financial statement, it, that's the reality of what it is. Like so if we gotta, you know, if our rent is higher than everybody else and we gotta be that much better.
Yeah. But the other thing with that too is they're in their own little microcosm. So at the end of the day, I've never had a manager look at the financial for the first time and, and say, oh, our rent is way out of line.
Oh, they don't know what they don't know.
They don't know what they don't know. So the truth is, is that the right way to do it is that whatever the financial is, is they attach themselves to. That's the cost of doing business. Which is actually how I look at fixed and semi fixed expenses. Anyways.
The great thing about a service department is you can overcome all that. Yeah. If you know what the truth is and you know where you really stand, you can figure out a way to overcome it with, you know, volume pricing. There's a way, there's, there's so many.
Ways to come at this you can operate to profitability.
Yeah. But not knowing, you just don't know. You're, you're, you're leaving it to chance.
And it reminds me a little bit of like service. I'm, I'm off topic a little bit, but it's all going to come around. It's a little bit like advisors and csi. It's the same thing. Right. So the second that an advisor thinks that part of the customer experience isn't their responsibility, the CSI is terrible. Same thing. If you're running a department, if you're trying to come up with reasons why it's not your thing, you're never going to run a successful department if it can always be someone else's fault.
Yeah. And that's what happens.
Yeah.
Yeah. It's like hiding in ignorance.
Right.
In a way.
So. Yeah. Do you want to go over, do you want me to go over, like, does your service manager suck? What I did is I came up with a couple of different things that.
By the way, I changed it to what do you do when your service managers and cutting it not does your service manager.
Oh, that sounds way more politically correct.
Yeah, yeah. Leave it to me.
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 8333 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 now that's offers.chriscollinsInc.com I'm Chris Collins and I'll see you in the next video.
Sa.
