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

Revolutionize Your Auto Service Department with These Fundamentals

10 Apr 2024 · 1 min

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Chris Collins argues that auto service departments must continually teach and reinforce core fundamentals — especially phone answering, clear repair-order (RO) documentation, technician storytelling on ROs, walk-arounds, and inspections — because these basic practices are where real value (“magic and gold”) is created. The clip stresses returning to and practicing fundamentals repeatedly rather than assuming staff already know them.

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It's the same thing with us, is the thing that we need to be teaching more than anything else is the fundamentals. And what do we overlook? We overlook how we answer the phone. We overlook how we describe a problem on an ro. How we put information into a repair order, how the technicians put their stories into a repair order. We overlook how we do a walk around. We overlook how we do an inspection. Because we start to think, oh, well, those are the. Those are things that you should know. But the truth is that the magic and the gold is in how we answer the phone. It's in how we do an inspection. It's in how we catch the ball and how we tackle. Exactly right. And so teaching is about back to the fundamentals over and over and over again. And we.