Chris CollinsHelping Struggling Dealerships Build Profitable, High-Performing Service Departments | Automotive Coaching Expert | CEO

How to Create Consistent Service Drive Performance for Your Advisors

11 Mar 2024 · 1 min

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A short talk (YouTube video transcript) by Chris Collins about improving service drive performance through consistent management practices. The speaker argues that service drives are closed-loop, repeatable systems and that allowing randomness in employee behavior (treating managers as friends or hands-off leaders) leads to poor outcomes. The emphasis is on predictable, managed routines rather than leaving actions to chance.

Chapters

Randomness, leaving things a chance that when they show up, they show up whenever they feel like showing up. They have the a good attitude whenever they feel like they're going to have a good attitude, they're going to do walk arounds whenever they feel like they're going to call customers whenever they feel like. Like you said, communication. There's a lot of things now left to chance, which is an indicator that you got a manager that isn't a manager, they're a friend or they're their, you know, talking head. But they don't really have any sort of grasp or hold on the business and what's going on. In a situation where I would contend that it's pretty easy because this is a closed loop system, right? There's no randomness to a service drive. It's the same thing. People are coming in to get maintenance or repair. Like it's exactly the same every day.