The Foolproof Way to Control Your CSI Scores (Service Drive Revolution Drive By)

Foreign.

Welcome, everybody, to your Friday drive by on Service Drive Revolution. I'm excited about this. Christian, say hello to everybody.

Hello, everybody.

We answer your questions on Friday. Get a pen so you can write down the number. The number is 8333-ask-SDR. That's 8333 ask SDR. One of the best parts of Service Drive Revolution Friday drive bys is we haven't heard the question. So Christian has no jokes prepared. So we are living on a razor's edge of whether somewhere in that inventory and that matrix in there, he has a joke that is going to be inspired. But so far, no jokes. There's been no jokes because he can't prepare.

It's been a little rough.

But if we do answer your question on the big show, we are going to send you some swag, some good vibes, maybe a cigar. Didn't you. You sent me a text that you promised a client cigars.

Yeah. And then I immediately felt like I should get out of the discussion because I shouldn't have been.

What's the context that you're sitting with a client giving away cigars? You know that the cigars that I. The Cuban cigars that I have, they're expensive. They don't happen during COVID That's it. There isn't a. There isn't a big influx of things coming from other countries.

Nice.

FedEx in Cuba is not a. It's not. It's not getting through.

They got to get on the ball a little bit.

Or we could take what we have is kind of what we have for right now.

Okay, so.

So you're g. What's the context of you giving away the cigars?

It was a client that talked to a prospective client for us.

Oh, a referral.

Yes, I believe that's what they call it these days.

Okay. That's fun. How many did you promise?

There was no number.

Oh.

But unfortunately, I will tell you. The word was plural. So it's more than one. Yeah.

We can do a couple Cubans and then maybe something Dominican.

I don't think that a Cuban was requested necessarily. Oh.

Unfortunately, that's all I have. But we could go get something. We should. We should do that. Okay. Let's get to the. The quest, Joan, and let's see if you got a joke for this, which you probably don't.

Hi, Chris. My name is Peter, and I work at a Subaru dealership in Puyallup, Washington, and I just got promoted to a main shop service team manager. A big part of our pay Comes from our surveys, from our customers and with our NPS and OLP numbers.

So customers could have great service. But, like, the little things, probably the dealership issues, like car wash or vacuuming or anything like that. So I was just wondering if there's, like, a way where I can improve my NPS scores to still have those customer connections and everything like that. Thanks. Have a good day.

Thanks for the question. Peter, do you know why Puyallup, Washington is famous?

No, but I like that. I don't even know how to say it. Puyallup.

Yeah.

Did I say it right?

It's right next to Tacoma. Have you heard of Tacoma, Washington?

Yes.

Have you heard of the Tacoma aroma?

No. It smells funny.

Yeah, it smells bad. They call it the Tacoma aroma. It comes off the bay. It's gross.

Okay, so I'm.

Puyallup is right there. Puyallup is where the county fair happens. The Puyallup fair.

Nice.

They like deep fried Twinkies, and it's a pretty big deal.

So clearly the fix to the CSI problem is air fresheners.

No, that's Tacoma.

Got it.

Okay, so Peter wants to know how can he have better csi, even though the cashiers and the car wash and everything else are, in my estimation, from his tone, a liability.

Yeah. Sounds like.

Like the cashiers are not friendly in the car wash. Doesn't know how to wash a car.

I was gonna say that. The supporting cast is not supportive.

I'm gonna guess we don't know what brand it is, but I'm gonna guess you said Subaru. Oh, Scooby Doo.

Yep.

Oh, Subaru customers are the best. They're loyal. They're very tribal. So here's the thing that I've experienced, Peter, in my little career.

Is I've seen numerous times where the car was totaled by a technician.

And the customer gave us incredible, five star, perfect, 100% CSI. And there was zero connection between the car wash. In fact, you can't wash a car that was totaled by the technician.

Not very well.

And you're probably not going to the cashier to pick it up.

That's right.

At all. And so the thing that I think I've learned is it really has very little to do with the cashier, the car wash, and has everything to do with how much time you spend with the customer. If you're petting the dog, really getting to know the customer, treating the customer like a friend, and talking about things that matter to the customer and not the car, the car is irrelevant. So, like, With Subaru customers, it's pretty easy. Subaru customers tend to be customers that have bumper stickers. They're very tribal.

They wear it for sure.

And so, you know, they're going to tell you that they voted for Biden. They're going to, they're going to tell you what clubs they're a member of, their hikers, they're outdoors cyclists. I'll tell you, no brand of, of cars has more dogs than Subaru customers. In fact, we have one time in a Subaru dealership, we put in dog, a dog wash for the customers and it was extremely popular and probably still is to this day. And so Your CSI is 100% connected to your ability to make friends and build rapport and trust with the customers on everything but the vehicle. And that's what it's about. And so you can mention, like, you could say, you know, hey.

At some point somebody might reach out and ask you about the experience. And, you know, I'm going to create a great experience and if you don't feel that way, let me know. You can do something, you know, sort of like that. But the truth of the matter is, is you probably need to slow down. You're probably writing too many customers every day and you don't have enough time or you're not spending enough time with the customers. And if you do little things like over communicate, call them when they don't expect you to call. Right. Frame how the experience is gonna go and make them feel special. The cashier doesn't matter.

Yeah, you stole a little bit of my thunder. I was gonna say set and exceed.

Expectations, but I didn't steal your joke because you don't got a joke. You don't got a Subaru joke. See, that's the thing when, when he knows the topic, he goes and he looks up jokes. Right.

I do my research, I do my homework.

These are, these are unrehearsed, these questions. It's almost like doing, which one did I steal?

The one about, like over communicate. Right. So that's one of the things that.

If you call them, if you just call or text them, like, hey, it's about to go in the shop or it's in the shop. Anything that they don't expect.

Customers are used to having to call and check.

Yeah. And I think that I would. Right Size expectations too. Right. So if your car wash is an issue. So the thing that I would want to do before I talk to a customer and had them come back and pick up the vehicle, I'd want to know what it looked like before they got there. And if I know that my car wash does certain things well and certain things not well, I might share that information. So the customer had a proper expectation of what it was supposed to be like.

Here's how you do that in Puyallup, Washington. Are you ready? Like, this would work every time. I would say.

You. We're gonna wash your car. But you know what 49er fans are like, right? Because everybody in Puyallup's a Seahawks fan. Yeah. And they hate the 49ers.

The car wash is a 49er fan.

No, the kid in the car wash that's gonna wash your car as a 49ers fan. And that in and of itself, would lower the expectations of the customer.

Like it.

And you would set the frame.

So literally, you just told a joke and I didn't.

Yeah. But I would. I would certainly do that in Puyallup. That would be. That's the one thing I miss this time of year and living in Seattle is those are my people, the Seahawks fans. Right. All these, you know, whatever, Ram fans around here. Whatever you got. But that would work every time. Like, hey, we're going to wash your car. But you. Have you ever interacted with a 49ers fan? And they would be like, huh? He'd be like, well, the kid that's gonna wash your car is a 49ers fan. He misses spots sometimes. Fumble, you know?

Right.

Whatever.

But thank God you're not in Tacoma, because then your car would be dirty and smell.

Meanwhile, the 49ers beat us twice this year. I hope not. Oh, that would be funny. But great question, Peter. Thank you so much. Try to stay dry there in Puyallup, Washington.

You said Puyallup 17 times.

I love Puyallup. It makes me homesick.

That's good to see. That's cool. Yeah.

We're going. Christian and I are going to a Bears game.

I'm really excited about that.

Seattle, you're going to go because Christian's a Bears fan. And so the Seahawks are playing the Bears, and we're going to go.

And by that time, Justin Fields may be playing.

Yeah. Who?

Justin Fields.

Who's that?

He's the number one draft.

Oh.

I feel like you're testing me because you're not convinced that I know football.

Who's your running back?

No idea.

Yeah. So there you go.

Remember, the phone number is 833-3-ASK SDR and we will see you next time on Service Drive Evolution. Thanks for watching this week's Drive By. I hope we gave you something to think about over the weekend. 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 asksDr 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.