YouTube drive-by episode with Chris Collins (and Christian). Collins opens with an exhortation to schedule downtime—comparing braking in racing to rest for leaders/technicians—to improve performance. The episode then answers a viewer (Tom) asking about fairness and written workflows for service lane night drops; Collins gives candid, experience-based advice and shares an anecdote about past management decisions and workplace dynamics.
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Welcome everybody to Service Drive Revolution and your Friday drive by. Today I want to talk about the key to driving fast. Now, everybody knows that fast cars go fast, but in races like the Le Mans and ones with corners, the real secret to going fast is braking. And if you don't have good breaks and you can't break into the corner, you can't go fast. And I think it's the same thing with being a great leader, a great advisor, a great technician is the key to performance, is being able to have downtime and rejuvenate yourself. So I want to challenge you this weekend to do something that will feed your soul, help you rest, and really give something back to that inner thing that's a little confused, a little overworked, feeling a little agitated in your soul. So what are you going to do this weekend? To break. To break fast, going into the corner and give yourself some downtime. So come Monday, you can drive fast. Now stay tuned for a clip from next week's sdr. Next week on Service Drive Revolution.
Read a question. We have two today.
Yeah, two questions. The first one comes from Tom. He says, are there any written workflow in service lane operations, fairness, things that are written or best practices that I can be informed on? The reason I ask is because I believe I should have every right as a new advisor at this facility to have a customer drop their vehicle off as the next rider. But all of a sudden, the 10th training day of my new OEM rider position, they tell me the one other advisor gets the drop off in the morning. I am genuinely concerned that I'm being taken advantage of because I'm the new advisor. I love having the drop offs at the resale and prefer it. But I'm scared about the new position on day 11 when my survival is dependent on my ability to retain my customers. Any advice or podcasts or leads would definitely help me.
Well, Tom, first of all, what does an OEM advisor mean?
I guess he just means he's at a manufacturer, so maybe came from what it is or something. I don't know. Yeah, maybe.
Okay, so the first thing, Tom.
We gotta have a deal that we're gonna be honest with you, not placate. Like, we appreciate that you that you submitted a question. We're gonna send you some swag. We'll send you a little service driver revolution care package with a T shirt mug and all that. But bro, you sound entitled, like you just started this new job. And what does he say off the top?
He says, the reason I ask is because I Believe I should have every right as a new advisor at this facility to have a customer drop the vehicle sudden. Now I'm in day 11 of my new position and my survival is dependent.
So I understand that it's a little scary starting a new, a new gig, but you need to come in there and observe. Every drive is different, every manager is different. You know, I don't. Everybody handles night drops different, all that, but I bet you 90 days from now you can beat all that. Like, I remember when I was an advisor, I used to come in on Sundays and write the night drops because there were so many of them. But. And then my manager, who.
I changed his name to Dick in the book.
Which book is it? The, it's the advisor one, right? The millionaire service advisor. I changed his name. I wrote the book with his real name in there and then I changed it to Dick at the end. You know, in word you can find a name and then change it in the whole book.
Yeah.
So like if Chuck was his real name, I took Chuck and then I changed it to Dick, which felt really good because he was a dick. I remember he, he, he was a moron. He used to do lines of blow and smoke weed on his three hour lunch. Like we would clean his demo when I was a porter, when I was a lot attendant and smoke weed, did blow. Just, you know, a complete moron. So he comes out one day and because this idiot service advisor that couldn't write seven ros in a day to save his life complained that he didn't get night drops. They took all the night drops away from me and they made the warranty administrator, who was also a piece of work, come in and distribute the night drops evenly to all the advisors. That was the new rule. How long, Christopher, do you think that rule lasted?
Not very.
And why do you think?
Because the warranty administrator didn't take care of him.
Because Dick, in his laziness didn't understand that he was going to start getting a bunch of calls from customers whose cars had sat there for a day and nobody had called them because when I came in on Sunday, I called everybody. I told them I had their car. I told them they had to give me money to work with if they weren't in warranty. I, I told him what was going to happen and I touched him and I told him what to expect. So they distribute them to all the advisors. And this idiot that you know, complained about it, they would sit there on his desk, you can see him, people would call to check and you would go, oh, you know, Thomas, that was the guy's name. Thomas has it. And they would leave voicemails for him and he would never call them back. And so my boss, Dick, would rather not deal with the customer complaints and have me come in on Sunday and write them. But in the moment, I could have quit. I could have complained. I could have been entitled. I just kind of let it happen, watched to see it didn't last two weeks and I had all the night jobs back and I was writing them again on Sunday. 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, I 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 at Chris Bulldog Collins and I'll see you again on the next episode.
