Chris Collins and Jeremy explain how service advisors build loyalty: do a vehicle walkthrough with the customer, or call and describe findings if you can't meet in person. Learn three personal details about how they use the car, then use that in your CRM to send thoughtful gestures like a gas card on their birthday.
Questions this video answers
Millionaire Service Advisor; Irreplaceable Service Manager; How to Win Friends and Influence People; Analyst and Engineering of Human Behavior (Chase Hughes).
Chapters
You have another one. God.
The voice of God has another question. This question comes from YouTube. Hey, Chris, when you talk about pet the dog on the drive, what do you do if your repair facility isn't set up in a way where you can walk around the vehicle with the customer?
That's a good question. God, it's weird to say good job. God.
I've, I've never seen.
Seen it. I've heard about it. I've had people tell me that they have a facility that they can't walk around with customers, but when I've gone there, I've never seen it. Customers are pulling into a parking spot somewhere. Like, you don't have to have a traditional drive in order to walk around with a customer. You just designate certain parking spots that that's where customers pull into, and then you go out there and do it. And if it's 40 below outside, then you don't do it during that time, but eight months out of the year, you can do it.
Well, the interesting part of this too is go, you're going to have to walk the car anyways, take pictures and come back and pet the dog, you know, virtually with the customer at your desk. I mean, keep in mind, Kris, you always talk about this. It's not about the vehicle, it's about the customer, the relationship. Right. So it's not necessarily about the car, it's about the person. So what can you take out of that walk around experience and bring it back in and pet the dog virtually at your desk if you have to?
Yeah. And just, you know, Christian and the team have spent a lot of time working on how do you go pick up cars and have the same experience. And so you can pet the dog by calling beforehand, talking about it, and then let's say the car is delivered to you. So the, the real scenario is if, if a valet or somebody goes and picks up the car and brings it to you, what are you doing? Are you calling beforehand and petting the dog, then telling them, hey, I got the car, I walked around, this is what I saw. And this is what the computer says you're due for. Or, you know, there's a way to do it. But I've never seen a facility, although I've been told and people swear by, oh, our facility. Our facility. It's different here. You don't understand. The only, the only thing that I've ever seen that comes close is that it's, you know, 40 below outside and the winds are going 60 miles an hour. Yeah, I don't, I Don't know that you want to do a walk around.
Outside, then that happens in Sudbury, Canada. I have no idea where that's at. I was asked that question once. You do a walk around on every car? Yes, every car, every time. Well, I'm in Southern California this way. One guy in the back room says, you ever been to Sudbury? I said, I have no idea where that's at. He says, when it's 40 below, you go outside. I'm not going outside. Hey.
Yeah. Even the. Even the tone of that, though, is like, kind of like, come on, it's about the customer. It's not about us.
You know, there's a.
We're trying to make you do anything. We're trying to get you to love and want to take care of your customers.
You've heard of the Matrix, right?
The movie?
Well, no, the real thing. The Matrix.
I've actually never really seen the Matrix movie.
Okay. But anyways, there's this, like, hidden wall, right. And this is what a lot of advisors struggle with. They're so focused on the transaction that they stay on the transactional side of this wall, but everything that they want is just on the other side of the wall.
I like where you're going with this.
Which is the relationship. Right. And when you're talking about the car.
The. My Suburban is. Is the vehicle. But what really gets me as a consumer is like, if my service advisor that I took my Suburban to knew that opening day at Snow Summit Bike park was next Friday, and all sudden I got like a gift card for gas. Like a 711 gift card for 12, 20 bucks. Hey, good luck. Be safe on Friday. I hear opening day is going down because he paid attention to what I do with my family with the car. So I would challenge all my advisors to do this. Find three things that the customer does with that vehicle. That's personal. Go beyond the transaction. Get into relationship with the customer. And when you have those things now, you can build a real life CRM database that you can mine and create those key throwers that we want, right?
Yeah. Yeah, totally. Stop being stubborn. It's not about Jeremy and I. It's about how. How do we serve our customers?
Exactly.
You're in the wrong job if you're. If you're not trying to sharpen your. Your skill set that you're worried about. How can I better communicate? How can I better serve? How can I create a better customer experience? And it's not about them. You probably should should go work at the dmv.
Tsa. Yeah.
So I heard the TSA had the record number in like a month of the passengers they screened. It was 5% of their normal capacity.
And they still were rude.
You think they'd be serving everybody coffee, right? And crumpets.
Jeez. Yeah, really right.
Or it's tea and crumpets, I think. Who knows? Well, you're really enjoying the new stuff you got there, the contraband.
I've been told that this one, this tr. It's a Trinidad. I've been told it's really good. I'll. I'll tell you here as we go.
If you're listening to the podcast, you've got to just basically go to YouTube and watch the video. Chris just showed you the label of the cigar that he has, which.
It's a Trinidad. V. Vigia. Via.
Nice.
How would you pronounce that, Jeremy?
Via.
Via.
Hey, God, do you have another question?
No, God only had three questions.
God has another question.
Yes, right.
I love it.
I guess I underestimated God.
Hey, God, do you know how you.
Give God a high five? How.
He'S everywhere?
Just like that. Done, Jeremy.
So if you're listening and you're not watching, Jeremy just did a thing like the princess in the parade.
I did not do that.
I would. Moving on. God, what's your question?
What's question four?
The next question is, hey, I love the podcast and all the great info you guys give. One thing I miss is the book report. My question is, what good books do you recommend for training?
You reading any books, Jeremy?
Yeah, I'm reading Syndicate right now.
Two or one Syndicate shop on a rough draft. We're working on that.
Oh, you're working on a. So Syndicate is a book series that I started to write. It's a novel.
Of a kid who inherits a bunch of breweries and then has to turn them around.
I'm reading this. The Ellipsis Manual.
And Analysts and Engineering of Human Behavior by Chase Hughes.
Oh, interesting.
It's dense. Like, it takes, like. It's one of those books where you read apart and think about it and read it again and think about it. But he's amazing.
So what's your number one training book that you like?
What do you mean by training book?
Well, that's. What. Do you have any books that you'd recommend for training, was God's question.
For what?
To be service advisor. Service advisors.
Millionaire. Service advisor. Yes, read that. Or the Irreplaceable Service Manager.
But, Chris, I've read that. I read that two years ago. Should they go back and reread it. Yeah.
It's still relevant.
Do you know. Do you know that I get more out of a book the third, fourth, and fifth time that I read it than the first time?
Yeah, me too.
Absolutely.
It's. So how many. How many times have you read how to Win Friends and influence people?
Like 23.
Yeah, every time you're like, man, this is so good.
I do a lot of group readings with that where we'll take a small group that we're training and then we do a chapter a week and go through it and then discuss it. That's a great way to do it.
So, yeah, that's a great one.
Absolutely. So the book, we would recommend the Millionaire Service Advisor. Get back through it.
Irreplaceable Service Manager. That's it. Okay. Thanks. God, man.
Awesome job, God. High five.
I'm really happy with God.
Thank you. God is happy with you as well. My child.
My child. God's God. I'm old enough to be your dad. God.
Okay. Thank you so much for watching this clip of Service Drive Revolution. Now you can catch the full episode on YouTube, iTunes, or Spotify or wherever you consume your podcast. If you have any questions, go ahead and post them in the comments below. Make sure you subscribe and hit the bell icon so you're 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.
