Clip from a Chris Collins YouTube video about service-advisor best practices. Collins and a second speaker stress radical honesty with customers (avoid misleading timelines or hiding repair authorization issues), controlling customers' perceptions/timing/experience, and maintaining consistency and empathy. They warn against diagnosing problems in the service drive and assuming customers are "crazy." The clip ends with show CTA and contact/offer details.
Chapters
Let's say, like, I never lie. It's like, okay, well, either you should lie sometimes or you're, you're hiding something. Yeah. You're cheating on your wife. That's where you go. Okay, what else about tell the truth? What about with the customer under promise over deliver, like, oh, yeah, I can have that done in an hour. No, no, it's two hours. Oh, I can have it done today. No, it's going to be Wednesday. The parts department doesn't have the part or what? You know, you're. You're trying to, you're trying to please instead of telling the truth. Just like all the people that have a hard time with the repair authorization. Like, people get so stuck on. What do you mean? Tell the customer the truth up front? No, we. We tell them later. We avoid the truth in the beginning.
Right.
We lull them into a sense of distrust and then honest with them, but.
Heaven forbid we just get it out of the way.
Yeah. So funny.
Anything else to tell the truth. Cheating on their wife. That was pretty funny. It was funny how quick you said that, man.
I don't know why I made that connection.
That was an. That was an instant.
Reaction. Okay, number five, they don't control the things they should control.
Okay, that's great. I have that down here as lose control.
Yeah. So what sort of things should an advisor control? First of all, they should control customers perception.
Okay, great.
They should control timing. They should control the customer's experience. So when I was a service advisor, when I called somebody to tell them the. The vehicle is ready, the.
Biggest question on that call is, when are you coming to get it?
Always.
Is there any chance you could come 30 minutes earlier? Because I'm going to be gone at that time or whatever it is. But I don't just like, I don't want another advisor writing up my customer. I don't want anybody else delivering my customer. And so controlling every aspect of the customer's experience is, is.
I mean, it's an art form in.
A sense, but it's also the only way to guarantee the results.
The second you hand that to somebody else, it's just never going to be as good as you would do it. Yeah, it's just a task. It's like delegating tech heads to hr.
Number six, consistency. So how many times do we go into a service department and the.
Results in the customer experience in the service drive are only determined by one thing.
Luck.
No. The mood of the service advisors that day. So if they're in a good mood, it's going to be a good day. If they're in a bad mood, it's going to be a bad day. But the, the actual customers needs have very little to do with what, what is going to happen.
Okay.
So we're performing out of emotion and not out of professionalism. You know, just, just good old fashioned responsibility.
And it's all consistency, it's all about us. When we're just changing it based on our mood, you got to focus on the thing you're good at. Like I'm really good at sleeping. Right. And I'm so good at sleeping, I can do with my eyes closed.
Number seven. They diagnose on the drive.
Yeah.
Can you unpack that? That one was yours?
Sure. I think that the diagnosis on the drive, I think the most common advisor that I see, this is the advisor that used to be a technician. So they've got a weird thing going on there. Well, they used to be a technician and maybe they know, but the truth is at the end of the day you have to kind of assume a different role and there's just nowhere to go. If you're right, then there's no value to the technician in the shop. And if you're wrong, you've unopened, unearthed a can of worms that you'll be digging out of for the whole visit because you were wrong. So there's just no advantage to diagnosing on the drive other than to make yourself look or feel smart. Is the only reason that you would die. Diagnose on the drive.
And then the last one is they assume the customer is crazy.
Side note, no empathy.
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.chris collins inc.com now that's offers.chriscollinsinc.com I'm Chris Collins and I'll see you in the next video.
