Shift Meeting Hype Songs - The Top 5 (Service Drive Revolution)

Foreign.

Welcome, everybody, to Service Driver Revolution. I'm Chris and this is Jeremy.

Hello, sir.

How you doing?

Doing awesome.

How are you doing? That's the question.

We hit over a million downloads.

Yeah, nice.

Kind of crazy.

That's awesome.

A million.

Thank you.

Is that nuts?

That.

It'S kind of nuts. Feels nuts to me.

We have an exciting show for you today. We're going to give you the full top five shift meeting songs, we're going to answer your questions and then we have, you know, fun things in the news and topics that we. That we think are relevant that we want to talk about. The first one, and this was interesting when I was speaking months ago in Vegas at a automotive accounting event, I.

Thought you were going to bring up nada again.

No.

They. One of the brokers that brokers the sale of dealerships is talking about how Volkswagen doesn't have a clue because they think Americans want electric cars. And I was sitting in the back and I was like, it's about China, it's not about us. Right. But so the thing if, if you don't understand why so. So many car companies are pushing for electric cars. China has historically been selling about 30 million new cars a year, which is twice as much as we sell here in the U.S. correct? Yep. And so they're kind of dominating the, the world market and they sell twice as many new cars as we do. But they also have mandated that by 2026, every car sold in China has to be electric. There's no combustion engines sold.

It's a game changer.

It is. That's why Tesla opened a factory there. And it's why, you know, part of the reason why the CEO of BMW stepped down. And Volkswagen, hypothetically, is kind of ahead of a lot of companies because they're going electric in anticipation of, of this coming. Now, I didn't know this, but we were talking about this. The UK says by 2035, everybody has to be.

So they just moved that up five years.

It was 2030.

It was 2040. So they've.

Oh, they moved it up.

They've accelerated it five years.

So no combustion engines. That means no gasoline engines can be sold in the UK after 2035, which is 15 years away. But China, which is the biggest market, 2026, that's coming fast.

It is absolutely.

It's very aggressive.

And this is something that I watch because the internal combustion engine has built our market. And, you know, everything that we've worked in this industry has been, you know, modeled after what Henry Ford did, you know, with the Model T and that's our industry now. And transportation is changing. So it's not just about selling cars or servicing cars. With this new technology getting rid of the internal combustion engine, transportation is going to change. So it's definitely changing.

Well, yeah. Too when you talk about Tesla avoiding the dealer body and going to direct to consumer, you wonder sometimes like if Toyota doesn't have a different car line that then just sells electric if there aren't shenanigans coming. Because historically there have been shenanigans.

Well and with the shift they could go to a time sharing option. They don't have to actually sell the asset. So I fall for service departments. I follow who owns the asset and if they no longer sell the asset to the consumer and the consumer simply rents time, then I've got to shift my service department to get ahead of that so I can service the asset from the company that actually owns it. So this is something, this is future stuff that we have to be aware of. But it's going to be here before you know it. It's going to be here in 15 to 20 years. So we've got to be aware of it and start making changes now. Yeah.

And the UK sells, they sell a little over 2 million cars. It's not, it's not that huge of a market comparatively. But you know, everybody kind of follows. So China is definitely the most aggressive when it comes to emissions.

Yep.

And saying no to the combustion engines.

And it will, it'll follow here. The US EPA will definitely follow suit and bring it here.

And then in the, in the news there is something called the Girls Auto Clinic by Patricia Banks. It was founded in 2013 to empower women to have equal roles in the auto industry by educating employing women in a full service auto repair shop. So the auto repair shop is completely women with the idea of hiring and mentoring women into, into automotive. So do you, do you think that that is a, is a draw that consumers would go to a shop that's all female? Do you think that females would go to a shop that's all females?

I think there's a certain percentage of the market that will absolutely. I think when you look at, especially in the independent world or just consumer, you know, advocates overall the female buying power is huge for consumers. So I think there is a market for that. I kind of feel a little bit reverse discriminated. What if I wanted to go work in that shop, could I?

No, but you could open your own all mail shop.

I don't think I could do that. Why I'd probably get in trouble for.

Doing that for having a shop that's all male. Well, how many females work in your shop that you own now?

I've had none apply. I've had over five.

You have an all male shop?

No, some of my technician acts like girls at times so they'll see their.

That's funny. It's not, it's not a marketing tool because it's such a male dominated industry. There's nothing unique about a male owned shop. But if, if it's all females, there might be a tendency for consumers to trust a little bit more.

Well now, so now you're bringing, especially.

If you're a female, but now you're.

Bringing up the difference of a male service advisor from a female service advisor. And there's.

I always tried to, to get female advisors in any male dominated drive. I always think that having a balance balances out the shenanigans. And it also, it is funny though, like it's funny that female customers don't usually like female advisors, which you would think it would be the opposite. And I'm not saying across the board that's how it is. But females end up sometimes wanting a male advisor more than a female. And it is harder for females because still to this day, which surprises me, customers will be like, hey, can I talk to a man? When they're trying to explain about their car?

Which is right.

Which is crazy.

I think it goes deeper than that. When you look at human behavior, I think there are, when you look at the disc, for instance, females can tend to be more in the higher eye. So they like to talk more, they relate more, they listen differently. Like for instance, if we were two girls having a conversation. See how I'm sitting here and I'm not. If you're listening, my shoulders are faced away from Chris. If you saw two girls sitting down and talking, they would move and face each other and open up more to, you know, the conversation. That's just the difference from kind of guys to girls. There's a lot of different behavioral differences that females have than males do. So there's a different setting where people feel comfortable. And I do think that, you know, there is that innate trust that females have in a female service advisor. So I don't know. For me, it's not that I'm against an all girls garage or anything like that, but I just kind of think, look, the industry's here, we all need help. So I don't care what sex you are. If you're a good technician and you can Diagnose cars. I got a place for you.

Come work.

It doesn't matter.

Yeah, I agree, I agree with that. But it's a cute marketing thing. And hey, if we can get more females into the industry, I, I'm all for it. Like, I think that it balances things out. It's hard to find female technicians.

It's hard to find technicians, period.

Yeah, it's easier to find female advisors and managers. And you know, some of the, some of the top managers we've had in our coaching group have been, have been female. So it's not.

I think it's harder for females in a lot of situations because it's such a male dominated thing. And anything that tries to break that down I think is positive.

So what's interesting, and this is really, when you dive deeper into this, it's not a male female issue, it's an industry issue. And when I look at my shop, what type of business am I creating to attract the talent that we want? So if I'm going after kids that are 17 and 18 out of high school and I'm going to go to the gate program and I'm going to get the brightest minds in the school and try to attract them to my business, well, they may not want to come work on the type of cars that we're working on or the environment that we have. So I've got to create a better business to attract the right type of talent. Right. And I think that's the same thing. Whether it's an independent shop or a dealership, we've got to raise our game to make it attractive for the talent that's out there so they don't go to other industries, whether it's male or female, and attract them to our business.

I agree. So I don't know. I'm all for it. If I was there, I would go visit that shop. But absolutely. Good job, Patrice. I hope it works out. If there's anything Jeremy can do to help you, please reach out to him. I will read his cell phone number on here.

It's Nueva Cinco Uno.

That's funny. No, but that, it's, it's. That's good. Good stuff. So let's go to Don Rito with your viewer question. Remember, Don, anybody who sends in a question gets some swag.

Swag is good.

Yes, swag. Swag, yes. Swag is absolutely good. We have to make sure that everybody, everybody's getting everything they want.

Like that hat. Do we have good questions today?

Oh, we have great questions. It's so Nice to be back, Chris. My parole officer is very happy that I have a steady stream of employment.

So yeah, they call me every week and they're asking how you're doing.

Ah, good.

You are lying to him.

Good, that's what I like to hear.

Most of the time you just lay around.

Yes, absolutely. I am a drunk. I have a problem. This question comes from Pete in Connecticut. Small world, Pete. I went to prison in Connecticut.

You too?

Yeah, with cell block.

Cell block. See, where were you?

I was cell blocking.

No way.

It's great to know you. Shout out to my boy Tiny.

This one comes from Pete in Connecticut. Our dealer has a 1295 oil change. Semi synthetic or full? Synthetic. We have customers that only come in for the low cost oil changes. When I offer any other services, they decline. Some are converted, but not as many as I would prefer. Sometimes I ask them why they won't allow us to earn their business. They say, oh, I have a mechanic. Then I respond, but your mechanic doesn't offer oil changes for 1295. I feel like this is the wrong response or attitude, but I feel like a cheap whore. And we're being used any tactics for a higher conversion rate? Thanks.

I'm sorry you feel like a cheap whore.

It is an unfortunate thing to feel cheap.

Cheap whore, Jeremy.

Well, that's a great question.

So there's a couple things going on here, Don.

One is that.

You have to understand that it's a batting average, right. So a lot of times.

You feel like you're not selling, but most of the time you are. It's the same thing that happens to Text in the shop. They feel like, oh, well, I fill out the inspection sheet but we never sell the work. But if you go back and look, you actually probably are selling work. And so if you were going to run some sort of campaign that was going to drive traffic, that would be a good one. So 1295 is driving traffic. It's working. You want to concentrate on being consistent and not letting the ones that don't buy in your head. Right?

Correct. Absolutely. And as a service advisor, you don't have control on the marketing that the dealership.

No, but you're lucky that they have it because you know, in some shops you can take you to a shop where they don't have traffic.

Well, absolutely, absolutely.

It's better to have something than nothing.

Correct. I think also you got to look at the framing of this, right? Like the sale isn't made on the back end. When you present the inspection, the sale is made at the Write up when you pet the dog and you frame what's going to happen. I think one of the things that you can talk about is the. This wonderful offer of 1295 and how we're reinvesting our marketing dollars into customers like you. So we want to help you. And then get the timeline set up, have a great conversation up front. And then you have to find something to truly wow them, to make them want to switch from their mechanic and just don't get hung up on the outcome. Just keep doing it enough times, get your process going, and you'll convert plenty. The 20, 30% that you do convert are going to spend more with you than the 70 or 80% that you don't.

And I would say, too, that you're probably projecting. So, like, let's say, Don, that you're the. You're the client and you're asking me, you're like, hey, I want to earn your business. Well, you're projecting. You're a 1295 loser. And it's almost like you're asking a question with the intention of a negative outcome. What I always would say in those situations to customers, that I would say something to the effect of, hey, I'm glad you're here for the oil change and you keep coming back, but I want to earn all your business. How can I earn your business? And then shut up. How can I earn your business? Don't talk about the other tech. Don't worry about the other tech. Don't go into. We have factory trained technicians. I'm picking up your accent already. I'm starting to talk like, don, yeah, we have factory parts. Whatever. That isn't what it's about. Like, it's an emotional thing. So like Jeremy said, if you're petting the dog and you really are taking genuine interest in them and you're not projecting, hey, this is a coupon clipper. They're just here to mooch. And you just openly say, like, how can I earn your business? I want to earn your business. And they'll tell you, did you know.

That our coaches are actually skilled in handling objections like this? And if you had a coach, you can work with your coach on your call and actually better your skill set.

This is a shameless plug for our training.

Absolutely.

I love it. Yeah, yeah, you need training. Good, good, good question. So the, the answer to the question is, buy our training and frame it. Yeah.

Excellent answer to an excellent question. This next one comes from YouTube.

Okay.

My name is Asthma. That's so funny. I have asthma from My years of smoking.

Is your name really Asthma Don?

Absolutely. And I don't have an inhaler because I don't have insurance because I am a convicted felon.

My name is Asthma, and I started a job as a service advisor a month ago with no experience. I picked it up, quit, and now I am doing pretty much everything, including warranty work with a little bit of help every now and then. How do I get more hours per ro, and how do I make it work for me to increase my gross profits? Exclamation point, question mark. Because my coworker told me that the less you pay the technician, the bigger your gross profit numbers get. On the other hand, everybody keeps talking about increasing the hours per ro, so I'm a little confused. Any advice? Thanks much.

Well, I mean, the first thing I would say here is, this is the moronic thing of paying an advisor on gross. I think it's the dumbest thing ever. Like, listen, you want. This is what you want. An advisor worried about paying the tech less. So now you're not. You're not training them. First of all, you don't train them. They don't even understand what gross is. There usually isn't even a report that you can run gross and look at it. And now you got an advisor worried about how do I pay the tech less. By the way, Don, we're in an industry where we need techs. We're losing two techs for every new one coming in. And we're going to create a situation where advisors are trying not to pay tax. It's. It's. It's crazy. You don't want to pay advisors on gross, but you're paid on gross. So let's. Let's talk about this. So the thing you don't want to pay the tax less. What's the guy's name? Don, the advisor here? Asthma.

Asthma.

Asthma. You don't want to pay the tax less. What you want to do is hold your effective labor. So if you. If something pays the technician an hour and you're charging $100 for that hour, then, you know, whatever your. Your labor rate is, if you charge 70 for it, you're gonna. You're gonna have less gross because the gross, the formula for the gross is that it's your sale minus the technician. So if you sell an hour of labor for $100 and the tech costs 30, then your gross is gonna be 70, right? So gross is after you pay the tech. So the way to increase gross is to increase what you charge per hour. The Effective labor rate has nothing to do with hours per ro. Has nothing to do with that. Hours per ro will help you sell more gross collectively. But on every hour of labor you sell, the higher the effective labor rate, the higher your gross. If that makes sense.

It does, absolutely. I. You know, the hours pro is something that I struggle with as a consultant. As far as why does so much emphasis get placed on the hours per ro? I'm with you. I like effective labor rate. If I can control my effective labor rate, I can control our profit. The other thing to do with hours per ro is understand this. Write this down. H E L P. Help. You have to help your customer. If you're focused on just increasing your hours per ro, you're going to be going after the wrong thing. The customers are going to feel that, and you're going to deal with more objections. So if you're there to help your customer, do a great inspection, educate and inform. Watch how your numbers magically go up. And Kris is right. You've got to manage that effective labor rate because that's where the profit is at. So you want to increase your profits, you want to increase your hours per ro, you want to increase your effective labor rate, you've got to focus on helping the customer first maintain the asset and then the numbers will fall. Yeah.

The customer experience drives that. So if they like and trust us, they're not going to be as focused on price. But good. Good question. Are there. Do you have another question there?

Yes. Do you have any more of that delicious tequila? Because I do in fact have an alcohol problem.

Yeah, we do. Should I wonder if. If here at Chris Collins Inc. Rehab is in the. Included in the medical insurance?

If it's not, it should be because I definitely need it. That's all for the questions to aaa. Absolutely.

There's nothing wrong with getting help. That's all I'll say.

Don Rito, great job. Thanks for being here.

Thank you. I'm doing the best that I possibly can with my limited resources. Three of my limbs do not move, as you can tell.

Thanks, Tom.

Thank you.

We should go to a segment I like to call terms you should know.

Is a fun one. Yeah.

This. This term.

Is often debated.

Terms you should know.

Perfect efficiency versus proficiency.

I'm sorry. That just put the biggest smile on my face.

I know. That's great. That intro is great.

We have. We have a lot of talent around here.

Yes, we do. Absolutely.

Also, besides Michael being such a great guitar player and singer, he also is a puppeteer. He's an actor.

Soon to be philanthropist and a big.

Fan of the hallucinogenics.

Have you ever done any hallucinogenics?

Carburetor spray.

You know what they're trying to get me to do is to take everybody down to some South America and do ayahuasca.

Very interesting.

Have you ever done ayahuasca?

You guys go do that and I will run the ship here while you guys are gone.

I don't want to do it. I'm scared to death of that stuff.

I'm happy.

I don't. What am, what am I going to learn by seeing a bunch of monsters or whatever?

You hallucinate colors, Knock the desk over here or it's moving. Let's get back on track.

Efficiency to proficiency.

Yes. We're here to help you create a work life balance. That's what we're here changing the industry one service advisor at a time.

Have you ever got in a conversation with somebody about proficiency?

Because it's confusing.

It's the worst. It is, you know, so I used to work for a consulting company and they love to make people feel dumb that they didn't know what proficiency was. And literally like I've gone into service departments before and they're paying the technicians on proficiency and their proficiency will be 120% and their efficiency will be like 70%. So here's what I want you to understand. Terms you should know is efficiency is how many hours do the technicians flag versus how many hours are available. So if they're working an eight hour day and they flagged eight hours, that's.

That's 100%.

It's 100%. If they work an eight hour day and they flag 16 hours, that's 200% if they work an eight hour day and they flag 24 hours.

300% if they work an eight hour Day and they flag 30 hours.

I don't know the number.

About 500%.

Help from the audience. Do we have help?

You have a calculator on that fancy phone of yours.

I set my phone out because it distracted you last time.

But basically if it's an eight hour day and they flag eight hours, that's what we want. Right. Proficiency is a formula of how long they're clocked on a repair order, which means nothing. The best technicians out there.

It does. I could care less if you flag 200. I could care less about proficiency.

Correct.

If you bonus on proficiency and your efficiency is low, you're losing money. And so I like to keep things simple and scalable. The thing I would like you to do is just focus on efficiency and forget about proficiency.

I agree with that 100%.

It's something consultants love to talk about to confuse you and make you feel like you need them, but you really don't. It's not a measurement that I've ever seen improve the bottom line. It's only a measurement that I've seen debated and confused people.

You're right. And the challenge with this, especially for the independent side of the world, is a time, actual time. Technicians are not used to punching the clock. They're not going to get the actual time correct. So you can't even calculate if you have a garbage data input. You're not going to get the right proficiency number on the output anyways.

Well, and the technicians that are good at it usually aren't very good technicians. They're just good at clocking on and.

Off, punching the clock.

Right?

Absolutely. And so, and I'm not saying that technicians shouldn't clock on and off jobs the right way, but I'm saying that that measurement at the end of the day isn't as important as the efficiency.

I agree 100%.

That's what goes in the till.

Correct.

So there you go. For terms you should know. Now is the fun part. I'm going to bring my phone up here because I'm going to play the shift meeting song. So nice. We encourage you to every day with your advisors, with your tech, in our training, we talk about it, have a shift meeting. You know, when your employees come in every day, what do you think they're thinking about?

Well, they're thinking about all their personal life and things that are going on at home and what they're gonna do.

Their 13 year old daughter that's pregnant, their wife that says that they work too much. What else? Their bills.

Is their check gonna be enough to pay the bills coming up? Right. They're worried.

They're worried about the 49ers being in a slump because they lost the super bowl. And no team ever loses a Super bowl and comes back and does very well. Right.

I can't tell you how happy I was about that outcome.

Yeah, well, I don't know. Wasn't this. I don't know. I could have cared less, honestly, I didn't watch it.

But your point is they're not focused on the business and driving numbers or taking care of customers.

Yeah. And so we got to get them back into focusing on customers and what the goal is. And so if you're running gamification or any of that It's a great time. Spend 10 minutes together and get back on the same page. Refocus them.

Yeah.

You know, and so we, we encourage you to play music before the meeting to kind of pump everybody up and get them excited. Not, not Jeremy's favorite country music, but the top five shift meeting songs right now. These change all the time, but my, my top five right now. The first one is Rage against the Machine, Killing in the name.

Let's hear it.

Number two. I made a special playlist.

Kanye Power.

No, I wouldn't. I. Kanye is off of all of my lists. You still listen to Kanye? I'm on a Kanye strike.

Are you really?

I used to be the biggest Kanye fan.

What happened?

Do you like Kanye?

Well, absolutely.

I am not in favor of his whole gospel tax write off plan. So he's pretending like he's a church. He's now in some parts of his thing, like a church where he doesn't have to pay taxes. So they said, I think they said he didn't have a pastor. So he got a pastor.

Okay.

And so he's doing the gospel thing. I'm not into it. I'm not into the gospel album. I don't.

I'm so glad we got that out.

Of the way because we talk like pushing religion.

We talked politics last time. Now we've talked. Talked religion.

So like I said though, I'm. It's not, it's not that I won't talk religion. I. You can change my mind.

I understand that.

But unless you've met God.

Like, you know, I'm not going to believe in ghosts. You're not gonna. I was raised a Christian. It. I don't. I honestly, I don't know how I feel about religion, but I don't like organized religion. I think it's evil.

I can. I agree with you.

What. What if we. What if we. You know, there's a chain of independent shops out there that is a Christian based one. What is it called?

Christian Brothers Automotive.

Yeah. What do you think about that?

Wow. Put me on the spot. This is great. Christian Brothers, they've been very successful.

I have. It's hard to say. I know a lot about the franchise. I know how they operate and how they do things. Is your question.

Here's what I know is whenever somebody has a fish on their business card, right. They usually are not very good to do business with. And I know this because I grew up in the church. I was a pastor's kid. I was a missionary's kid. I also was in a Christian Band that used to tour, and we would have in our contract when we would tour that we didn't want pizza. And then we weren't doing an altar call. And every time we'd show up, they wouldn't have our check for us. They would have pizza, and they would say, when are you doing an altar call so we can take an offering. And it's like, not doing that. We're not doing that. And so most of the time, when there's a fish on a business card, it usually is an like, listen, if we're going to do business together, like, I'm the kind of guy that still thinks a handshake means something.

Absolutely.

I want in the deal. I believe that the other person should get a fair shake. I'm not looking to get more than them. I want it to be fair. The fish has nothing to do with it.

Correct.

You do good business either way. But most of the time when religion is brought into.

Gets a little dicey because that becomes the excuse for getting screwed over, in my opinion. I think that. That.

I don't know. It's. It's also an easy play. Isn't it an easy play?

Well, it's the same thing, Christian.

So now you got to do business with me instead of, hey, I'm actually offering value.

Well, it's the same thing. Customer asked me, you know, do you believe in God? Are you a Christian? And if you say yes and your relationship is based in that, what are you not judging me on? So you're not going to judge me on our ability to execute the plan and take care of your car?

You're changing the subject.

Absolutely.

I agree.

It's the wrong narrative.

Yes.

I believe in doing the right thing, to do the right thing, not because.

Okay, so also don't lead your shift meanings with prayer, then. So play this song instead. What's number two?

No, this is number four.

Four.

So number five was Rage number five.

Number four.

Sorry, I can't count. Number four is run the jewels. Talk to me.

This. This one will get him going.

Nice.

Is Greta Van Fleet when the curtain falls.

Listen to that.

How good is that song?

That's awesome.

Guess. Number two.

Yeah.

Live like you were dying by Tim McGraw.

You think that's gonna pop up? Everybody? The shop's just gonna be on tilt. Live like you're dying.

Absolutely.

Can you sing a little bit of that? How does that song go?

No.

Live like you are dying. Maybe Michael should learn that number two is not that. Number two is bad guy by Billy Aish. Is that how you say it. Oh, I love this song. This is in my workout mix too.

Nice.

And then the top shift, meaning song that is a little bit confusing because if I played this for you, you'd think it was more the Talking Heads than Pearl Jam. But it's Pearl Jam Dance of the Clairvoyance, which sounds a lot like the Talking Heads, but it's the new Pearl Jam song.

Good song.

But it's a good song.

Awesome.

So there you go. Five, Rage against the Machine. Killing in the Name of. Number four, Run the Jewels. Talk to Me. Number three, Greta Van Fleet. When the Curtain Falls. Number two, Billy Aish, Bad guy. And number one, Pearl Jam, Dance of the Clairvoyance. That's your top shift meeting songs. Throw a good meeting. Started off with some good music and have some fun. Get everybody focused on what they should be doing today and not thinking about their bills or problems, spouse, kids, whatever it is. And get them focused on the customer experience. Connecting, taking care of customers, calling back.

Exceeding expectations, delivering a five star experience.

Quality, controlling their work.

I'm ready to ride some cars up.

Let's go.

Let's go.

Awesome. Well, good show. Thanks everybody for tuning in. We appreciate it and we will see you again next week.

There we go.

Thanks for watching this episode of Service Drive Revolution. If you have any questions, go ahead and post them in the comments below. Make sure you subscribe and hit the bell icon so you're notified when we post new episodes. I'm Chris Collins and you can find me on Facebook and Instagram at Chris Bulldog Collins. And I'll see you again on the next episode.