Chris Collins identifies early warning signs that your service advisors are disengaged: you're doing their work for them, they're constantly interrupted by phone calls and people dropping tasks on them, they show up late to shifts or pre-opening meetings, and they schedule personal appointments during peak hours.
Five ways to tell if the tail is wagging the dog. So my, my first one, and these are not in any order of importance, but my first one is whenever I go into a parts or service department.
Sit in the manager's office and I watch how often the phone rings and how many people come in and lob stuff that they should be doing. And what's always interesting is the manager never stops and thinks why am I doing this?
They just catch it.
Why are you getting a paycheck and I'm doing your job? Example. Hey boss, I got this customer.
And that's all they say. They don't even give you the backstory.
This customer, he was in.
This guy wants to talk to you.
Yeah, whatever. Whatever it is, your job is to handle customers. Why would I? I mean me being the manager should be able to sit here all day and talk on Facebook or LinkedIn or whatever.
Sudoku, Sudoku, Wordle, Wordle. Wordle is the new thing now. Is that like Scrabble?
I've never tried it. I just see that people are excited about it.
Yeah. So I had that same one but. But I called it taking shrapnel.
Yeah.
What else you got on your list?
The next one is, then what you do is you say, hey, tomorrow morning let's have a little meeting with everybody 20 minutes before we open, let's have a little get together and then watch how many people are late.
Or just.
Watch how many people are late even without the meeting. You'll see it either way. Right? So I call that one in. Laid out early.
Yeah.
So literally I was kind of joking is that it starts that let's say we open at 8. It starts, they get there at 8, then they get there at 8:05, then 8, 10, and then at 8:15 they get in and then they just go right to the parts counter and hang out with the parts guys for a while and then we're there. And then on the advisor side on the service drive, the customers and the advisors walking arm in arm because they're getting there at exactly the same time. The only problem is the customer is way more awake when the advisor is. Yeah, that's inlaid out early. And they always have a thing that they have to go to at the end of the day. Like the dentist appointment that can only happen at 2 o' clock on a Thursday when maybe someone has a Wednesday off, but they couldn't possibly go to the dentist on Wednesday when they're off. That stuff happens when the tail is wagging the dog or the was it Monkeys have keys.
The zoo.
Yeah.
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 offers.chriscollinsinc.com now that's offers.chriscollinsInc.com I'm Chris Collins, and I'll see.
You in the next video.
