A short conversational excerpt from a YouTube video by Chris Collins about service-advisor practices. Speakers discuss the effectiveness of 'pre-pulling' customer files as a 'secret sauce' to create a focused, doctor-office-like customer experience. They contrast well-staffed operations (two full-time file clerks) with typical, backlogged file rooms and attention-to-detail problems that cause misfiling.
And you don't have to pull a file.
Yeah. You like have to hit the H button.
Yeah.
Like, it's crazy.
But it definitely was his secret sauce for that was pre pulling all of, all of the files.
And what's got, like the seriousness of a doctor's office at that point. Right.
That's how it felt like you were, you were really, you know, you were really focused on the customer's experience in the past as much as in the present. Like it was a global type approach. It wasn't just right now in the moment. What do we do? Because that in a sense isn't all the information.
Yeah.
You're dealing with a very small piece of what's available.
Yeah. Yeah. That's great. That's, that's.
And I tried to implement that in other places and it was, it was really hard because the, you know, most, most of the time back then the file room was like a month behind. Like, if you were like where I wrote service, you were looking from a. For a file from the last 90 days. Good luck.
It's like, oh, it's in the stack.
And then there would be one girl that would come in part time and file and you. She'd be like chewing gum and like reading a newspaper.
And her attention to detail was not strong. Yeah.
And she'd put them in the wrong ones. You ever have that happen where it's.
In the VIN behind it? Oh, yeah, that's. So digits are transposed or something.
This didn't happen to him because it.
Was a, like, it was.
He had two people constantly doing it. They were full time. That was their job. And it was, you know, it was a big deal.
It's great. Yeah. But you don't have to worry about someone saying your expenses are too high when you're, when your results are better than anyone could ever imagine.
His numbers were crazy.
Thanks so much for watching this clip of Service Driver 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.
