Chris Collins breaks down how elite service advisors hit high CSI scores. Harris obsesses over details like washer fluid and lights. James Sunny kept perfect surveys for seven months straight by enforcing standards and building tight relationships with technicians.
Harris
James Sunny
There's a service advisor, his name's Harris, they used. That worked for James.
Yep.
And he had, We've talked about this before, but he had like record breaking CSI where he would have 9001 hundreds like every month in a row consistently. Like, and I was there once in the, in the store and he was, he was like all upset and he was having this like, argument with this new tech that was on his team. And I went to the advisor that sits next to him, I think his name was Mike. And I go, hey, Mike, what's going on with Harris? Like, what? And he goes, oh, he's got a new tech. And he had, he had them pull the car up that he had worked on and he went out there, inspected it, and they hadn't topped off the washer fluid. And he's like, I'll be damned if my customer's gonna leave here. And that light comes on. Like, he checked that all the time. Like, his attention to detail was nuts. But it's not an accident that he, you know, month in and month out, had 90 perfect surveys.
James Sunny with seven months with perfect. Yeah, like it was seven straight months. Almost is over half.
And to. Yeah, to your point, like, he, he was a control freak and he, he was inspecting like, he was checking the washer fluid, the, the air. Because of the t. What are they, TPM lights or whatever that. Come on. He wasn't. Yeah, he wasn't leaving any of that to chance. I'm sure this new tech was like, yeah. Never had an advisor talk to me like this.
Yeah.
But it's like a guy that goes in place for Aaron Rodgers or Tom Brady or whatever. There's just a different level of. I remember I saw an interview with Gronkowski talking about his first time in practice with Tom, and he read the play so fast. He asked him three times like, what it was, and it's like, no, do you need to hear the play? And you need it like we're, we're in and out of the hut. Like, this isn't. We're not sitting around here talking like, yeah, know your. Know your play. Know what you're doing.
Right.
There's a, there's those quarterbacks bring that to the, to the table. And a good advisor is the same way.
Yeah. Yeah, for sure.
And I think in the end the techs love working for them because they have more work.
Yeah.
There's a loyalty there from the customers that you can't, you can't even monetize, really.
Yeah. And I think that's one of the things that I'll talk to advisors about whenever we're, you know, if they have a problem with attack. And this kind of goes beyond the characteristics of top performing advisors, but it is a little bit of a trick that advisors can have. And I mean, you can say this to me if I'm wrong or right as a, as a tech, but you know, I'll have advisors that'll say, I have a problem with, with my tax. They won't do this, they won't do that, or they have all these issues. And my, my thing to them is I was like, be a really good advisor. And if you're a really good advisor and I'm talking selling work, taking care of customers, like all the things that go along with that, it gives you leverage over your tech. I get to know how many times I you have. I'd have a tech that would come to me and be like, yeah, I don't want to do that. I'd be like, hey, look, that's cool. I can put you on another team. That's okay. They're like, well, no, no, no, I'm not saying that. I'm just saying, okay, I'll do it. You know, it's just like you have.
That leverage, daddy's own.
Well, yeah, because they know that they're with a high performer and they're like, you have that leverage over them of like, you can go work on another team if you want. That's okay. Like, maybe we just don't work out. Yeah, no, no, no, I don't want to.
You're not allowed to disrupt the matrix.
Yeah, I don't, I don't. Right. I mean, from a technician standpoint, do you think that? Sure.
For sure. Well, and also, once you as a tech, you've seen enough advisors that don't do some of those things that it's that constant thing when you, when you come across one that does. Yeah, there, there's a different.
Yeah, yeah.
You don't want, I think like, like anything in life. The thing that technicians appreciate is somebody who's consistent, that's trying to do the right thing, the, that will tell them the truth. Like, you know, just basic, simple things that a lot of advisors don't do. They don't tell them the truth. They don't communicate, you know.
Yeah, but if your ticket comes back and I have to guess whether it's really a waiter or not, like.
Yeah, yeah, that's what I mean. It's like, it's different.
Yeah.
You're only, you're only messing yourself up when you do that.
Yeah. 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 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 sa.
