Chris Collins and Papi Chulo tell Lance, a Hyundai service advisor in Reno, to always fit in walk-ins even if it means a wait. Turning people away kills loyalty and hurts your reputation, especially with travelers passing through town.
Foreign.
Welcome to your Friday drive by where we answer your questions going into the weekend. I'm Chris Collins and this is Papi Chulo. As it says on the mug, Papi Chulo.
Just in case I forget my name. Hello everyone.
That's a Spanish for handsome daddy.
Yes.
Maybe we should just call you handsome daddy.
Oh I was saying just dad.
The number should you have a question. 8333/S.K. sDR. That's 8333/S.KDR. we've been getting some great questions.
It's fun that we cited. We have to go through them.
Yeah, we have to nix quite a few. Well we've nixed a few but let's go to this week's question.
Hey buddy. My name is Lance from Reno, Nevada, work at a Hyundai dealership. Just had a question really about taking walk ins. I've been with the dealership for 15 years actually just celebrated my 15 years August 29th so just recently. But yeah so I've got a co worker just really upset how I like just take walk ins off the street and kind of this just all about like taking care of the customer. My CSI as I've only missed my bonus on CSI one time in 15 years so I'm pretty confident in what I'm doing and how I'm doing things. But just again want to get some feedback on how you and other people approach taking walk ins and people with no appointments.
Well first of all congratulations on the 15 years. That's pretty cool.
And doing it apparently at a high level that you only missed the CSI bonus once unless it's a really low bonus like easy to hit but I dig it. 15 years at one spot should be.
Pretty good.
There's nothing better than upsetting your co workers I think like I consistently try to upset my co workers.
Really?
No, but I think it's funny, I kind of think that if somebody needs service and we provide service.
That taking in walk ins is an opportunity to make a friend and collect a customer and build trust. And the more desperate the customer is, the more of a hero you can be in, the more friends you can make. So when I was a service advisor and people didn't want to take tow ins or they didn't want to take non appointments, even when the shop was backed up I would still take them in. I would just tell the customer the truth like hey it's going to be a couple days. But this, this, you know, turning somebody away, they're never going to come back.
Yeah, you lose them before you get them. Yeah Yeah, I was going to say the same thing, is that I really look at the Walk in as manner from heaven.
I've also had advisors get mad at me for riding out of towners. I don't know. I feel like if you're an advisor and you represent a brand, this is, this is an, this is an odd take, I'm sure. But let's say I'm a Hyundai service advisor and somebody's in Reno from Florida and they're visiting family or something and they break down or they have an engine recall or whatever it is that hurts the brand when they can't get in. I just feel like there's a certain responsibility for franchise dealers. There is a responsibility to the brand that even though they're not in our pma, that we need to, we need to make it easy for customers. Like. Right.
Because the customer does not see it as this one dealership in Reno.
No, they see it as, I'm stuck, I'm. I got no option. So I think we agree with you. Is the, the answer is to take care of people and.
You, you know, we have certain things in our system that we do to encourage customers to make appointments, but we always build in room for non appointments.
Yeah. I think that you, I don't know if you ever thought this, but I always thought the walk in that I took, especially a late night walk in, they were the easiest people to get to do stuff.
Oh yeah.
They were just like the most compliant customer and they were so grateful and everything that they went through was like appreciating that. We just did it because they, they feel like not everybody would. And then what I would say to, you know, Lance's coworker is that if they don't like the way that Lance does it, I mean, Lance can't get to every walk in. So you could do the same thing and try to build up your customer base that way. But when we talk about building a customer base, I want to start with a area where I'm going to be the hero.
Yeah. And I also, I think the, the thing that's clear is he's a professional and he takes this career as something that's serious. And I, I think I was the same way. Like, I saw this as a, you know, as something I wanted to build and I wanted to build a customer base. And I don't know how many times I pulled over on the freeway and picked up a customer that was in the brand that I was riding for and would give them a ride, would get it towed and Those customers were loyal forever.
Whenever a customer's in need, the quickest way to make a friend and build trust is to create as little resistance for them as possible and try to flip, flip their day. Like if they're having a bad day and you can make their day better, you are doing some, you're doing something good for the world in a sense.
Like, yeah, like when I was in Chicago, if I saw somebody on the side of the road and they were.
Changing a tire, you'll throw them some bullets.
I'd shoot their other tire and then I'd leave them my business card. Because you can't change Chicago. That's right.
Great question, man. Congratulations. I wouldn't, I wouldn't think another thought about your other advisor there. I would just keep treating people the right way and, you know, making friends and creating key throwers. That's, that's what you should do. Hopefully you've read my book the Millionaire Service Advisor. But if you haven't, let's internally, let's check with him and if he hasn't, let's send him, let's send him one. But thanks and we'll see you next time on Service Drive Revolution.
Thanks for watching this week's Drive By. I hope we gave you something to think about over the weekend. 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.chris collinsinc.com now that's offers.chriscollinsinc.com I'm Chris Collins and I'll see you in the next video.
