Chris Collins explains why new service managers burn out. They spend all their time fighting fires instead of building systems, blame external factors like bad predecessors or difficult customers, and never pause to diagnose what's actually broken. The fix: put the angry customers on ice and allocate real time to fix root causes.
One you came up with, which was you're constantly putting out fires. You're playing defense, not offense, I can tell you that.
I did that once. I took a job at a Chrysler store. And the first 20 days was just handling angry customers. And it was really hard to. It was hard to make changes because I was just talking to angry customers the whole time.
You know what my.
Strategy is in that situation?
No, I'd love to hear it.
I kind of let the angry customers go for a minute.
Put them on ice so you can figure out what it is that's causing the angry customers. That makes a lot of sense.
Doesn't take you long to figure that out.
No, it probably takes a quarter of a day.
But you got to get in. You got to get in some texts, you got to get in some new people, and it's hard to do.
Yeah.
So.
Well, if you're nine hours a day handling angry customers and one hour a day building the system, of course that's going to happen.
You got to kind of stop for a second and reset.
Yeah.
Number three, you start making excuses, you externalize the blame to, oh, the guy before me, the market. This place is crazy. These people are crazy. These customers are crazy. It's everything but what you can control.
Right.
You externalize responsibility very, very quick.
It is really interesting to me how often even not just 30 days in or 60 days in. Like, I've had times where I've talked to clients and they were blaming stuff on people that worked there a year or two years or five years ago.
Yeah. You know what else is. Is crazy is when people go, oh, you know, how do I get my advisors to do a walk around? Or how, you know, they're talking about their people like they're not their people.
Yeah, the, the other manager didn't make them do walk arounds. Now I can never make them do a walk around.
Yeah.
Still the other manager's fault.
So they externalize the responsibility.
That's great.
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 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 it's offers.chris collins inc.com. I'm Chris Collins, and I'll see you in the next video.
