This is a short YouTube clip (Service Driving Revolution) featuring Chris Collins giving practical advice to automotive service directors about repair authorizations and customer interactions. Collins argues shops should obtain clear repair authorizations and the customer’s intent at write-up, tell the truth about worst-case repair costs (e.g., AC repair), and avoid performing costly diagnostics when the customer does not intend to repair. The clip ends with show CTAs (subscribe, phone number, offers site).
I don't understand what the controversy is here. So can we go through and call people out that don't understand what a repair authorization is and some of these failed consultants in here. The way that I'm saying to do it is you don't have to give it away. You can give away diagnosis if you want, but you don't have to. There's a bigger idea here that if you understand it, you can avoid this altogether. Right? Automotive Service Director.
I agree to an extent. The only issue I would have is if something involving AC diagnosis that could get pricey because if they decline the repair, you'll have to pay ATT to evac. You didn't read, you didn't read the article. I'm sorry bro, but you don't understand. This would not your what you're saying here doesn't happen if you get a repair authorization because the customer would tell you, no, I'm going to sell the car. I don't want to spend two grand on it. No, I'm going to take it to my own technician. No, the car isn't worth fifteen hundred dollars. Don't do anything. You want to know at the time of write up what the customer's intention is so you can serve them. The customer told you my AC doesn't work. We're assuming they want the AC fixed. So let's tell them how much it is in the worst case scenario that we've seen to fix the ac. If they get scared off, you can, you can function and operate from there. Don't be so fragile that you can't handle a customer saying I don't want to spend that much money. That's your job is to advise, but your job also is to tell the truth. The worst thing for a technician in the shop is for you to get them two hours into a diagnosis to have a customer that never wanted to fix it to begin with. You're not being honest.
Thanks so much for watching this clip of Service Driving 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 to offers.chriscollinsinc.com now that's offers.chriscollinsInc.com I'm Chris Collins and I'll see you in the next video.
