A conversational YouTube video (hosted by Chris Collins) identifying and humorously critiquing several 'worst' types of automotive service advisors. Speakers list archetypes—"I was just going to call you" (the slow/behind advisor), "all business, no fun" (robotic, policy-focused advisor), and the "wallet seller" (discount-first, under-sells necessary services)—and illustrate them with brief anecdotes, including a retail story about receiving discounted chairs.
Chapters
The first one which is my personal favorite. And I think that I don't know if you remember this. We did this episode a long, long time ago where it was like the worst four letter words that service advisors say.
So this first advisor is the. I was just going to call you.
Yeah, I was just gonna.
That they're always so far behind. They're like, oh, I gotta call this guy, I gotta call this person. I gotta call this person. I gotta get this answ this tech. I got to get this part ordered. And they're like always so far behind.
I always hate that when I call somebody and they say oh, I was just thinking about you.
Do you ever say liar?
No, but I think it.
Yeah.
Ends up calling people a liar to their face. Usually doesn't work out good.
It's too, too far through the front door.
Too honest.
I get that. So everyone knows that. I was just going to call you.
My second one on this is the advisor that is all business, no fun, which looks you right in the eye when you pull into the service drive as a customer and furrows the brow and says.
Do you have an appointment? That's the all business, no fun. So we've all seen that one before. Yeah.
Just almost robotic.
Yeah, they're just there to write. Yep. Write paper, put paper here, get paper back, put paper over here.
That advisor also their favorite thing is. Oh well our policy.
Oh, that's a good one for sure.
Our policy is.
That unless you're 35, you can't have a loaner.
Wouldn't it be funny is if there's like a little, a little band. It's like 35 to 38 is the age for the loaner because at 38 you're too expensive. Your, the insurance is going up. It's too expensive.
It'd be funny is if you, if you, if it was 35, but if somebody was like say 29, you're like, could you get your parents to come in and co sign?
That's pretty good too. I like it.
You'll consider you an adult until you're 35.
The next one is probably a cousin of the customer advocate, but the wallet seller.
So wallet seller and the fact that they have their wallet in front of their face, they can't see through it.
That's right. Yeah.
So they're, they're like, they're the ones that you're like, well why didn't you tell the customer they needed this? They're like, oh, they couldn't have afforded it. And you're like, well, but you got to offer it to them. Or like they're almost talking customers out of it before, you know, instead of just selling value, they're the ones most.
Likely to pair a ten line list into a two line list.
And they're okay with a customer driving around with an unsafe car because they drive around with bald tires or whatever. Right. Because they're so cheap, they think, they think so little of themselves that they project that on everybody else.
Yeah. The wallet seller is least likely to do maintenance on their own vehicle.
Yeah, exactly.
That's a really good point.
They're the worst.
Yeah.
And then they also disc. They have. The only mode is usually to discount. They'll discount before they even talk about the price. I mean that happened to us today. Right. We're buying chairs. We had to pay whatever they were.
We were a captive audience.
We were in a situation where we had to have chairs today and supply and demand is an issue. I don't know if you guys have heard, but they had chairs and we needed the chairs. And then the lady's like, I'm gonna.
Give me 30 off without asking. Without expecting.
You gotta, you gotta give some credit to the beard and my, you know, just how handsome I am. Quite charming in that scenario, I think. Yeah, but she would maybe be that. Or she just has good taste.
Well, there's also, you know, what could have been different though is they also look, she looked up your purchase history.
Oh, yeah. I told her when we went in there, I said we've been customer of the day before.
Yeah, he's like customer of the month.
We've spent some money there. But like that furniture store.
Yeah, but I don't think you're not buying there because of the discount.
I did not expect a discount in the sense that she was giving us stuff off the showroom floor that's going to take her months to replace. Yes.
She was solving.
There's a value to that.
Yes.
Now I'm not going to say no to the discount, but we were buying either way.
Yep.
And got a bunch of people coming here and we need chairs and we don't want them to sit in folding chairs.
That's right. And if you had left there, paid full price and still the phenomenal service.
That she gave would have been.
She pulled stuff. You could have paid full price and bragged everybody about the experience.
I mean, when we went in there, we were. She said that she would give us two chairs off the showroom floor. And we walked out with six.
Six chairs.
Yeah.
Which was exactly what we needed. You. You did some Obi Wan stuff there. That was pretty good beard.
I'm telling you, you should be growing up that baby. That baby face of yours cost me 30%.
That's as far as I would get. Is thinking about growing a beard.
Thanks so much for watching this CL 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.chris collinsinc.com now that's offers.chriscollinsinc.com I'm Chris Collins, and I'll see you in the next video.
