Short YouTube clip in which Chris Collins argues that the most successful family-owned car dealerships share strong owner/general manager presence and a deep passion for customer service. He emphasizes community involvement, visible leadership (owner or GM engagement rather than delegated management), and a customer-first mindset that drives employee hiring and experience improvements.
I did a strategy session yesterday in the, you know, family owned dealership. Dad is on the call, son is one of the sons is working in the dealership. But.
You know, just that I love the car business. We're passionate about our people, we're passionate about the brand. We, you know, we represent.
And so, you know, there's a lot of clarity and vision that comes with the actual person that owns it being involved. You know, there's something about that. Usually when somebody is involved in the business, they're also vested in the people that work for them and they're vested in the customers and they're probably a part of the community. So they're out to lunch and somebody's like, hey, you know, I took my car in for an oil change and it took four hours. And they're hearing that in their circles because they're a part of the community, they're a part of the business. And, you know, if a customer is like, hey, I want to talk to the owner, they're there and they'll take a phone call, you know. So some of the best dealerships are the ones where either the general manager, the owner, actively involved in the community and actively involved in the business. And it's not, you know, it's not delegated in that sense. Somebody else. You'll see when, when guys buy a bunch of dealerships or a general manager's in charge of three or four, which you'll see sometimes with groups that, that, you know, that.
Presence is gone. Like there's something to that presence. When somebody cares, you can, you can feel it as much as anything. I think that comes down to when you're talking about the leader versus manager. I'm thinking of one dealer group in particular, that there is a multi. The GMs over multiple stores and he's engaged in those stores. Like, he's very visible in those stores. He's vested, he's got an interest, he's asking questions about it. So I do think that that's a portion of that. But then I think of others that are. Yeah, and then the last one is just they have an overwhelming passion for customers, which then, you know, you have an overwhelming passion for attracting the right employees also. But there's a commonality between the number one dealerships in the country and that is the customer is right. They're not trying to win an argument with the customer. They're trying to figure out how to improve the customer experience. And so.
That'S a big commonality also. Passion for the customer. 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. Sam.
