Chris Collins says dealerships design their sales processes intentionally but leave service operations to chance. When advisors struggle, it's usually because broken systems overwhelm them, not because they need more training. Start with the appointment experience and work backward to fix scheduling, shop loading, and workflows.
They are all designed and intentional. And.
I think a lot of times we're not thinking about our processes in automotive that way. Like the process that made us number one in new car sales was the kind of the same as the process that we use in the service drive is. It started with the outcome in mind. Like we were reverse engineering what we wanted the customer to experience and understanding that even if they didn't buy, they were going to come back and they were, we were going to be different than everybody else that there were, there was something about it that they would go somewhere else, experience that and go, oh man, no, I want to, I want to go over there where it's organized. And so you have to start with the, the very, very beginning in the, in, in service. The beginning is the, the appointment. Like we, we have all these different ideas and different softwares about how appointments are made, but you know, the time between appointments, how many waiters, where, where you're putting stuff, how you're loading the appointments versus leaving it to chance. We, we talked about this on an SDR not too long ago, but it's impossible to even make an appointment in a lot of places. And we're talking about exactly the opposite of what everybody else is doing. We're going to make it really easy to make an appointment and we're going to be on the offense on how we're loading the shop and setting the advisors up for success. A lot of times like when we think, oh, we need advisor training, the advisors are overwhelmed. They're overwhelmed because the system is failing them.
