Groundhog’s Day For Service Managers? (Service Drive Revolution Drive By)

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Welcome to this week's Drive by on Service Drive Revolution. Giving you a little. A little something to think about going into the weekend. A little inspiration. How you doing, Jeremy?

Doing great, Chris. How are you doing?

Good. And our, our hacker, our Zoom hackers here. He's not quite hacking in, but he's here. So what. What I was thinking about is that people are kind of getting in a rut with the quarantine, and maybe a lot of people were in a rut before that. And it, it reminds me kind of of the movie Groundhog's Day with Bill Murray, where you're kind of reliving the same day over and over again.

Right.

I mean, I kind of feel like I've. I've had that during quarantine where I'm just going to the office, same time, same, same sort of thing. And I feel like a lot of managers and service advisors, really, they kind of do the same thing every day. We're creatures of habit. So you get up in the morning, you put on your pants, you take a shower, then you brush your teeth. Probably.

He'S nodding his head like, yeah, you would shower with your pants on. He's considering it. Okay, so you put on your pants, then you take a shower. Then maybe you get in your car and drive to work. Then you brush your teeth, spit it out the window.

That's efficiency.

And then you go like, you probably go to Dunkin Donuts, right? See, Yeah.

I mean, everybody has their favorite place in the routine. They go through for breakfast, for sure.

So you go to Dunkin Donuts and you get a couple donuts and you order that, that cup of coffee with the vanilla. It's not really quite coffee.

I don't know, 420 grams of sugar in it.

Yeah. And then you realize at that moment you're a metrosexual.

Where are you going with this conversation?

Well, you're clearly a metrosexual if you're putting hazelnut in your coffee. Like men drink black coffee.

Correct.

Have you ever tried to go in a Dunkin Donuts and order just black coffee?

You can order it, but they give you a hard time.

Yeah, it's like, what, you don't want vanilla? French vanilla, whatever? No, I just want a cup of black coffee. So then you get back in your car and you eat your donuts and you drink your. Your, you know, metrosexual hazelnut coffee. And then just about the time you're pulling into work, you bonk from the donut. From the sugar high. Right. And then you go in your office and you're feeling, like, kind of tired, and you sit at your desk. And then what do you do? You check your email. You probably have 12 voicemails from angry customers.

That's what you're describing, is a typical day in a parts department. Life. This is service drive revolution. Let's talk about the service.

And then you work all day, right? You do your thing all day. You call customers, you talk to advisors, whatever you do. And then you go home, and then your wife's like, why did you work so late? Where have you been? You're like, honey, I was killing. I was killing myself. You know, while your dinner's in the microwave, you know, you might want to say hello to your kids. You don't really even know their names because you never see them.

Okay, can we stop this madness? I don't even want to go down this path any further because I'm starting to feel negative. So let's just break this mold. How do we help our listeners get out of the rut and get off the Groundhog Day? What do they need to do different?

Everything.

Tell me more.

Do exactly the opposite of Groundhog Day. Do exactly the opposite. Like in Groundhog Day, you get another chance at it. Right?

Right.

So if the outcome of all of the things that you're doing during the day is you come home and you're just as miserable. Like, if the best part of your day was when you woke up and everything else is downhill from there, then change what you do. So stop getting the donut and go to a gym and work out. Get up a little bit earlier. Listen to a book on the way to work and eat, I don't know, eat egg whites.

Love egg whites.

Eat something with no flavor.

Egg yolks have a lot of good nutrients in them. The yolks are actually good.

Okay, eat egg yolks, whatever. But it's still better than a donut, right? And then maybe show up to. Show up to work a little bit earlier and have a shift meeting and, like, do everything different than the way you're doing it, because every day you have a chance. Like, the idea is, like, if you're going through life that you're just trying to maintain versus the outlook that, hey, every day I wake up, I'm going to go to bed a little bit better than the day before. I'm going to get better incrementally every day.

Then it's not Groundhog's Day, because you're going to add in experiences. You're going to you know, think about some. Who could you take to lunch every day? Start taking people in your, in your market to lunch. Business owners, potential customers, people that could mentor you. Just people that are positive that you want to be around. Invite them to lunch. Start taking people to lunch, do something different, Change everything and that'll change the outcome.

Two thoughts that I have on this.

Yeah. Yeah.

Okay. So when it comes to customer service and helping customers out and delivering that five star experience, the key to that, in the execution of it, is to do something truly remarkable for that customer during their service visit. There's always something you can find. There's that hidden Easter egg of knowledge that you can just help and really make that customer's day with the service.

Here's some knowledge for you, Jeremy.

What is so. So a lot of people are complaining about difficulty breathing with the masks on. You know what's more difficult than that?

No, Christian, what's more difficult than that?

Breathing with coronavirus.

Did you totally lose your trait of thought?

That's true hacking right there, Christian. That was in person, zoom. Hacking.

It's a little more.

So my point was this. Do something truly remarkable for that customer during this service visit. Now, the second thing is this. How do we revolutionize our service experience? So think about this. We're at this major fracture in society and how we behave. So I love this. Chris, how do you break the mold? Get out of the rut, get out of Groundhog Day. What is the best service department going to do in the next 60 to 90 days to literally blow the mind of every customer that comes in to their dealership, that comes in to the service department.

I know this. They're not going to do what they were doing five months ago.

Oh, absolutely. Everything's different. So, yeah, you've got to get yourself and change. Now. Here's what you have to do. You have to control the drunk monkey. Who is the drunk monkey? Is my friend Tom Ferry. Yeah. No, it's your mind. My friend Tom Ferry talks about this. He labels the brain as the drunk monkey. What your body's going to tell you is, no, it's going to revolt. It's going to want the sugar, it's going to want the metrosexual drink. It's going to want all the stuff that is bad that you put in it. You have to make a conscious decision to break that mold. You have the power to do it. So go out there and do it. Break the mold. Make it happen.

Yeah. And maybe if you're not a metrosexual, you need to be a metrosexual too. Maybe if you're so healthy and uptight, maybe you need to go to Dunkin Donuts and get. Try the hazelnut coffee. Like drink that down. Like maybe that's what you need. Maybe you need to experience that to get out of your rut of being so uptight. It can go both ways. It's not just a one way equation. Right, I agree.

Absolutely.

So you gotta change. The idea is every day you wake up, you have a chance to do it again and do something different. Let's get better every day. Let's use every day as an opportunity to do something different that pushes us closer to being the best we can be because. And living up to our full potential. And watch this because this is what's coming up next week on the big show. See you next time on Service Drive Revolution.

Next week on Service Drive Revolution. How do I stop from having my pay plan changed? You know the jokes that we've said about not wearing pants?

Your parole officer let you out of the house.

Crazy. I had to keep the ankle bracelet on as usual. I've been living in fear ever since.

This is the ramp up before the cliff.

The economy is a lot like Christian's jokes. There's a delay in the response.

Yeah. The best way to make somebody do something is to not give them an option.

90% of people out there are a hole.

So how do you call God an a hole?

Have you read the Bible?

Is that a fact or is that a Jeremy conspiracy?

Kind of feel like Max Hedren must have felt in the 80s.

So is the person who walks in the room and says I'm alpha ever really the Alpha?

Wait, is this a joke? So. So I'm gonna have a little sign. No joke. Totally serious.

Thanks for watching this episode of Service Drive Revolutions Drive By. I hope it gives you something to think about over the weekend and inspires some new ideas and hopefully some new results. If you have any questions for the big show, go ahead and post them below in the comments. We'll be looking out for them and we'll answer them on the show. Make sure you subscribe and hit the bell icon so you're not notified when we post new episodes. I'm Chris Collins and you can find me on Facebook and Instagram at Chris Bulldog Collins. And I'll see you again on the next episode.