Chris Collins advises service teams to ignore coronavirus panic and focus on what they control: consistent customer experience, proactive outreach to inactive customers, and keeping staff engaged. Vehicle maintenance demand will persist because cars are aging on average.
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Welcome everybody to Service Drive Revolution and your Friday drive by. If you're watching this, you can see on the set that this isn't the normal Service Drive Revolution set. We're recording training videos. But I wanted to make this video just for you because the coronavirus is becoming a big thing. And I want to teach you how to avoid coronavirus killing your service drive. Now. There's so many different rumors out there. There's rumors corona the beer causes coronavirus. There's rumors that you can get it from your pet. I also read something that there was that the CDC said you should shave your beard because it can increase your chances of catching coronavirus and then ends up that is not true. Ends up also that there's really no proof that you can catch it from your dog. Which means there's no excuse for you not to pet the dog and do walk arounds in the service drive. Right. Well, here's what I want you to understand. I'm not a doctor. This is a very serious matter. And I'm not saying that you shouldn't take every precautionary action that you should to avoid this. But I know one thing is in my lifetime, there's been plenty of crises. The news is always polarizing and. And the thing that I've found that has made me successful is to ignore all the drama and the things I can't control and strategically focus on the things I can control. And so let's go over the things we can control. We can control the customer experience. We can control how consistent we are at petting the dog. We can control how well we check history, how well we do inspections. Right. We can control if traffic's down, going and picking up customer's cars. We can go through our database and we can find inactive customers or customers that would be due this month for service and call them and go pick up the car and invite them in. There's a lot of things we can do to avoid our numbers dropping or everybody getting into a panic. Because I love that, that old Chinese saying, man who rowboat can't rock boat. Let's keep our team busy. Let's focus them on what matters being consistent. And if your traffic starts to drop a little bit, understand two things. Then your penetration sales hours per row should dramatically go up. And the other thing is, it's pent up. Customers are going to eventually come in. It's just pent up. Right. The. The average car on the road today is something like 11.8. It's almost 12 years old. So the work is going to be there. People aren't going to trade their cars in for tennis shoes. Right? So it keep consistent. Really, really focus on the things that you can control today and pay attention if there, if a doctor or somebody's telling you to, to do something. But beyond that, don't buy into the panic, don't buy into the drama. Be a good steward of your opportunity but focus on what you can consistently do and not what everybody else is doing because that's always a recipe for disaster. And maybe have yourself a Corona. I would drink this for you but I can't order in a Corona. A bottle with my teeth and I don't have a bottle opener right now. But that's your drive by now. Here's what's coming up. Next week on Service Drive Revolution.
Next week on Service Drive Revolution, the top five mistakes that advisors make when making a sales presentation.
Oh, you are absolutely gonna love this one. It would undermine the entire automotive industry that we have built today.
The most I've ever spent in a year on training for myself is about 200 grand. This is what's costing you a sales. We always have more questions. It's a non stop gig. It's a 400 cyber truck. And if you're a parent you need to understand this is happening to you. Garbage in garbage outlet. He's like.
And then he, that's when it starts.
He started to think you did have to go there, dude.
Like ask me if I, if I like Trump.
I'm not getting anywhere with this guy.
I would hang. Yeah, I would hang it on a wall for sure.
Oh no, no, no, no.
Hot Wheels Christmas is ruined.
And I said I want to buy that.
Thank you. It's going to hurt cuz it's like the outlaw thing to do.
Right? Get dressed. Yes. Have your shirt on. I absolutely can't stand it.
Really?
Yeah, I don't like it. Cabbage Patch Kids.
Explain that.
I'm not even going to try to explain that. And the lesson for service advisors in this is.
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 notified when we post new episodes. I'm Chris Collins and you can find me on Facebook and Instagram @chrisbulldogcollins, and I'll see you again on the next episode server.
