This clip is from a Service Driving Revolution episode in which Jake, a service advisor at a Ford dealership in Ohio, asks how to stop over-scheduling technicians without losing hours or customers. Hosts Christian Lafferty and Chris Collins advise either pulling the schedule back to catch up (conservative approach) or hiring more technicians/advisors to scale up, while also noting risks of booking out too far (increased no-shows). The segment includes a brief joke exchange and a closing CTA to submit questions.
Questions this video answers
At a Ford dealership in Ohio.
One of two regular service advisors (plus a quick lane advisor).
Chapters
Hey, my name is Jake. I work at a Ford dealership in Ohio. I am one of two regular advisors. And then we have a quick Lane advisor. My question is that we are. Between me and the other advisor, we are actually over scheduling our technicians where the. The customers don't get that are scheduled that day, don't get in that day.
Seems like we keep talking about how we need to schedule less, but we keep scheduling the same. I'm just wondering if you guys have any information or ideas on how to correct this problem without losing hours. I'm worried that if we keep doing this, that we're going to start losing customers and that's just not a good thing. Any advice would be.
I'd be thankful for that.
So. So Jake, love him. Not only did he have a question, he also sent in a joke.
Are you ready for it? Is it funny?
Yeah, of course.
Your idea of funny and my idea of funny aren't always the same.
I was just gonna say, have I ever told a jo. That's not funny.
Here we go.
Jake.
Jake with the joke.
Jake. I'm doing this a disservice, I'm sure.
What do you call a nun in a wheelchair?
What do you call a nun in a wheelchair?
Oh, man.
For some reason, like rolling comes to mind, but I don't know. What is it?
So I'll give you the answer and then mine too. That. I thought it was the answer. Virgin Mobile.
That's pretty good.
Yeah, I thought that was a really good joke. I answered it.
When?
So he sent me that over Facebook messenger and I answered it. My guess was a holy roller.
Oh.
Which I think is where you were kind of headed there. But his is way funnier. But that was good.
Good job, Jake. Okay, what do we. What do we. What do we think about his question? I feel like it's a pretty simple answer, so.
Super simple. Yeah. Cause he's over scheduling and his technicians are already backed up.
So I equate that to. You and I are in a car and we're driving towards a cliff. We have options, right? We can either hit the gas and try to jump the cliff, or we can use the brakes and actually try to not die. They are all gas.
They are not going to make it.
I don't think that that's the analogy, bro.
Oh, I really thought about that.
What do you think? What is your answer to his question?
Oh, I think that I would pull the schedule back less and get caught up.
That's interesting that that's where your mind goes.
Yep.
Conservative from The Midwest. Christian Lafferty.
Oh, because I know. All right, now I'm going to guess yours. Yours is, you need more techs. You need more advisors.
Hire more techs.
People want to come in. Hey, people want to come in and.
Give us their money. We don't know what to do.
Hire more tax. Take their money. What do you mean? I love the supply and demand. That makes no sense. People want to buy stuff.
Yeah, it's pretty good.
Yeah.
Jake, go.
Go into your service manager's office and lock the door behind you and say, we're not leaving here until we hire.
Right. And do that crying voice, too. That's pretty good. Can you do it again?
No, I can't just do it at will. It has to. Like.
It's like someone asking you, I'm not.
A trick pony here, Christian. I'm not a performer at your whim.
Yeah, hire techs.
I don't understand.
I mean, the thing is, if you.
Book them out, you want to do that at first while you're hiring techs, but if you put them out, all of a sudden you're out a week. Then you're out a week in, a day out, and then all of a sudden your. Your no shows increase because people are like, I'll just go somewhere else. They'll make an appointment, but they're not going to wait two weeks. So you have to. You have to scale up. If demand is there, you got to scale up.
Yeah, that's fair.
So you're welcome. 833 3, ask SDR. Whatever the question is, we don't care. Marriage advice, Right? We've both been divorced. We can tell you how to have a successful marriage.
I told somebody not too long ago that everyone's like, oh, marriage is forever. I'm like, no, my whole thing works out really well. Ten years and then I trade them in.
That's your. That's the trade cycle.
Yep.
That's funny.
Cool. Thanks, Jake, for the question and the joke.
The joke was funnier than the question, but I guess the question isn't meant to be funny.
I don't think it was.
That was a trick.
Thanks so much for watching this clip of Service Driving Revolution. We're uploading new stuff every day, so make sure you subscribe and click the bell icon so you don't miss out. If you have a question you'd like us to answer on the show, call 8333 Ask SDR and we'll answer your.
Question on the show.
That's 8333. Ask SDR. For special deals on our books and training, head over to offers.chriscollinsinc.com now that's offers.chriscollinsInc.com I'm Chris Collins, and I'll see you in the next video.
