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Service Drive Revolution with Chris Collins

Service Drive Revolution with Chris Collins

Autor: Chris Collins
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Got a question for the show? Call us at 1-833-3-ASK-SDR! Chris Collins, the leading Automotive Service Manager Coach and Service Advisor Trainer in the world, discusses little known service drive secret weapons to help pull your service department ahead of the pack. Everything from hiring technicians, increasing dealership CSI, building relationships for long term customer retention, to increasing customer pay sales and more, is all discussed here on Service Drive Revolution. All from the automotive industries #1 go-to guy for Fixed Operations; Chris Collins. Listen, and enjoy!Chris Collins, Inc. Ekonomia Sukces osobisty Zarządzanie i przywództwo
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  • 5 Things Advisors Say - Customers REALLY Hate | Service Drive Revolution #383

    5 Things Advisors Say - Customers REALLY Hate | Service Drive Revolution #383
    Nov 2 2026
    What are your Service Advisors saying every day that quietly destroys customer trust? In Service Drive Revolution #382, Chris, Hogi & Adam reveal five common phrases customers hate hearing—and explain what those phrases communicate about your Service Department. The list includes "Do you have an appointment?", "I'll call when I know something," "Our policy is…," "We're short-handed today" and the dreaded "Could not duplicate." Each phrase creates uncertainty, shifts responsibility or makes the customer feel like an inconvenience. The team explains why customer perception matters more than an Advisor's intention, how specific communication closes the mental loops that create anxiety and why Advisors must verify difficult concerns before sending a vehicle into the shop. Chris and Hogi also recap Top Dog 2026, discuss the automotive industry's current transformation and explain why software and AI cannot compensate for weak systems, indifferent employees or a poor customer experience. 🔥 KEY TAKEAWAYS Stop Asking About Appointments First: "Do you have an appointment?" turns a human welcome into a qualification process. Give a Specific Communication Time: Replace "I'll call when I know something" with a clear time for the next update—even if there is no new information. Never Hide Behind Policy: "Our policy is…" tells customers the dealership values its rules more than solving their problem. Own Staffing Problems: Customers should not be asked to absorb the consequences of poor scheduling, systems or staffing. Verify the Customer's Concern: Before writing "Could not duplicate," drive with the customer, document the conditions and confirm exactly what they experience. Perception Is the Outcome: The Advisor may be technically correct, but the customer's interpretation determines trust, retention and CSI. Use Technology to Support People: AI can remove repetitive tasks, but customers still want a capable human when their vehicle, transportation or livelihood is at risk. FAQ Q: What should an Advisor say instead of "Do you have an appointment?" A: Welcome the customer, show genuine enthusiasm and ask what brought them into the Service Department. Q: How should Advisors promise a status update? A: Give an exact time for the next call or message. Update the customer at that time even if the diagnosis is not complete. Q: What should an Advisor say instead of "Our policy is…"? A: Explain the reason behind the process, acknowledge the customer's concern and offer the clearest available solution. Q: How should an Advisor handle a short-staffed day? A: Take ownership, establish a realistic promise time and explain what the department can do without asking the customer for sympathy. Q: How can dealerships reduce "Could not duplicate" results? A: Ask better diagnostic questions, verify the symptom with the customer and document when, where and how the concern occurs. Q: Can AI replace human interaction in the Service Drive? A: AI can support scheduling and routine communication, but important problems still require empathy, judgment and a trusted human relationship. 0:05 Five Things Customers Hate Hearing 0:31 Recruiting Customer Collectors 2:09 Top Dog 2026 Recap 3:03 Seahawks, Chiefs and Taylor Swift 10:40 Favorite Top Dog Speakers 13:05 The Top Dog Experience 14:32 The Office, Christian Hand and Closing Night 16:09 How Competition Creates Better Performance 17:21 Chris' Top Dog Presentation 19:42 The Automotive Industry Is Transforming 20:55 Customer Experience Is the Opportunity 22:25 Software Cannot Replace Great People 24:03 Indifference and the Bystander Effect 27:02 The Kitty Genovese Story 28:58 Self-Checkout, Carvana and Automation 29:28 Less Interaction vs. Better Interaction 30:35 Start With the Customer and Work Backward 31:55 When Customers Demand a Real Person 33:27 The Industry's Haves and Have-Nots 34:12 Five Phrases Customers Hate 34:27 #5: "Do You Have an Appointment?" 37:25 #4: "I'll Call When I Know Something" 39:30 #3: "Our Policy Is…" 40:18 #2: "We're Short-Handed Today" 41:55 #1: "Could Not Duplicate" 43:38 Verify the Concern With the Customer 46:02 Customer Perception and Advisor Psychology 47:25 The Danger of Customer Test Drives 49:01 Final Thoughts 🛑 Service Drive Revolution OnDemand Training: https://chriscollinsinc.com/ondemand/ 🛑 Book your Profit Gap Analysis Now: https://calendly.com/byron-webster/30min 🛑 Best-selling books on making Fixed Ops a money printer: https://chriscollinsinc.com/shop/ 🛑 Got a question? Call us at 1-833-3-ASK-SDR 🛑 Want to work with the best? https://chriscollinsinc.com/careers/ 🛑 Grab Chris' Leadership Book I AM LEADER: https://iamleader.com
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    50 min
  • Top Dog 2026 Coaches Roundtable Service Drive Revolution #381

    Top Dog 2026 Coaches Roundtable Service Drive Revolution #381
    Oct 26 2026
    What happens when Fixed Ops leaders stop thinking only about Service—and start looking at the entire dealership? In this special Service Drive Revolution #381 Coaches Roundtable, Chris, Hogi & Adam are joined by Chris Collins, Inc. coaches Vicki, James and Brian ahead of Top Dog 2026. The team explores this year's theme, "Transcending the Service Drive," and explains why Service Managers must understand sales, marketing, leadership and the complete customer journey. Customers see one dealership—not isolated departments—and every internal wall creates friction in their experience. The coaches also discuss the future of Service Advisors as customer portfolio managers, the human advantage over AI, how Fixed Ops leaders become General Managers and why exceptional CSI begins with genuine relationships. Plus: The "hospitality bug," coaching Advisors to connect, the Harris Effect, raising performance standards, accountability—and a few detours into Star Trek, aliens and competitive mind games. 🔥 KEY TAKEAWAYS Transcend the Drive: Service leaders must understand how Fixed Ops influences vehicle sales, retention, marketing and the dealership's total profitability. Customers See One Business: Departmental silos damage the experience because customers do not separate Sales, Service and Parts. Advisors May Become Portfolio Managers: The Advisor already owns the strongest customer relationship and can influence service, retention, trades and future vehicle purchases. Human Connection Is the Advantage: If Advisors remain transactional, kiosks and AI can replace much of what they do. Hire the Hospitality Bug: Technical knowledge can be taught. Genuine curiosity, attentiveness and the desire to serve are harder to create. Every CSI Score Belongs to the Advisor: Exceptional Advisors take ownership of the entire experience—even when another employee makes the mistake. Performance Starts With a Decision: Elite results appear impossible until someone proves they are possible and raises the standard for everyone. FAQ Q: What does "Transcending the Service Drive" mean? A: It means thinking beyond Service and understanding how Fixed Ops affects every department, the customer relationship and the dealership's future. Q: Could Service Advisors eventually sell vehicles? A: Yes. Advisors already have trust, service history and insight into when a customer's vehicle may be ready for replacement. Q: Can AI replace Service Advisors? A: AI and kiosks can handle transactions. Advisors protect their value by creating relationships, understanding customers and providing human judgment. Q: What is the "hospitality bug"? A: It is the natural desire to notice people, make them comfortable and create a personal connection instead of treating them like another repair order. Q: How can a Service Department achieve consistent CSI? A: Set clear standards, practice customer interactions, inspect the details, hold everyone accountable and make every customer feel known. Q: How can a Service Manager prepare to become a General Manager? A: Learn Sales, Parts, marketing and dealership financials while developing someone capable of taking over the Service Department. 0:05 Welcome to the Coaches Roundtable 0:54 Top Dog 2026 Preview 1:46 Transcending the Service Drive 2:26 James' Star Trek Obsession 7:03 Aliens, Conventions and William Shatner 9:41 Why Top Dog Feels Different 10:21 The Advisor Competition Gets Serious 12:35 Thinking Beyond Fixed Ops 12:54 Using AI as a Service Manager 13:32 Breaking Down Departmental Walls 14:27 Customers See One Dealership 15:09 The Future of Customer Portfolio Managers 15:43 Human Relationships vs. AI 16:35 Sales Dates Customers—Service Marries Them 16:49 Why Kiosks Cannot Replace Great Advisors 18:09 Advisors Influence the Customer's Next Vehicle 19:51 Pairing Service Advisors With Salespeople 20:43 Service Managers Becoming General Managers 23:04 Leaders Must Think Bigger 25:08 Hiring for the Hospitality Bug 26:25 The Best Advisor Interview Question 27:10 Why CSI Belongs to the Advisor 28:26 How Harris Achieved Perfect CSI 29:30 You Train People How to Treat You 31:20 The Harris Effect 32:17 Raise the Standard—and Performance Follows 33:28 Winning Begins With a Decision 34:31 Questions That Build Customer Relationships 35:39 Customers Give You Clues 39:00 Connection Requires Practice and Role-Play 42:36 The Greeter Sets the Tone 44:07 Service Managers Must Meet Customers 47:12 Accountability From a Great Coach 49:04 Women Leading the Service Drive 50:53 Final Thoughts 🛑 Service Drive Revolution OnDemand Training: https://chriscollinsinc.com/ondemand/ 🛑 Book your Profit Gap Analysis Now: https://calendly.com/byron-webster/30min 🛑 Best-selling books on making Fixed Ops a money printer: https://chriscollinsinc.com/shop/ 🛑 Got a question? Call us at 1-833-3-ASK-SDR 🛑 Want to work with the best? https://chriscollinsinc.com/careers/ 🛑 Grab Chris' Leadership Book I AM LEADER: ...
    Rozwiń Zwiń
    52 min
  • How To Drive More Traffic To Your Service Drive | SDR #379

    How To Drive More Traffic To Your Service Drive | SDR #379
    Oct 12 2026
    Does your Service Department really need more traffic—or are you paying to acquire customers your existing process will lose? In Service Drive Revolution #378, Chris "Bulldog" Collins, Hogi and Adam break down how dealerships and independent repair shops can increase repair-order traffic without relying on ineffective blanket coupons or expensive advertising. The team explains why retention should come before acquisition, especially when many dealerships lose customers after the warranty period. They cover appointment reminders, declined-work follow-up, lost-customer campaigns, social media storytelling, local events, AEO visibility and the strategic role of a properly managed Service BDC. Chris also explains why Service Departments should stop posting generic vehicle content and start telling stories about customers, lifestyles and vehicle ownership. Plus: How to track marketing with dedicated op codes, why BDC employees should be compensated for customers who actually show up and why a great customer experience remains the most powerful traffic strategy. 🔥 KEY TAKEAWAYS Retention Before Acquisition: Keeping an existing customer is easier and less expensive than purchasing another one through advertising. Fix the Experience First: More traffic only exposes a broken phone process, long appointment delays, weak communication or poor customer experience. Use Multiple Reminder Channels: Schedule the next visit before the customer leaves, then use stickers, email, direct mail and phone calls. Recover Lost Opportunities: Call customers with declined work, missed appointments and overdue maintenance. Tell Stories on Social Media: Lifestyle, personality, expertise and real customer stories outperform generic vehicle photos and promotional posts. Prepare for AI Search: AEO helps dealerships and repair shops become visible when customers ask ChatGPT and other AI platforms for recommendations. Use Events to Build Relationships: Car-care clinics and partnerships with complementary local businesses create traffic, loyalty and vehicle-sales opportunities. Turn the BDC Into a Force Multiplier: Compensate BDC representatives for completed shows—not appointments—and use them for outbound campaigns and no-show recovery. Track Every Campaign: Dedicated op codes reveal whether incentives and promotions generated incremental traffic or merely discounted existing customers. Stop Blanket Discounting: A coupon redeemed by someone who already needed a tow did not create the repair order. FAQ Q: How can a dealership increase Service Department traffic? A: Start with retention, reminders, declined-work calls, lost-customer campaigns, social media, local events, AI visibility and a properly managed Service BDC. Q: Why is customer retention better than advertising? A: Acquiring a new service customer can be expensive. If the experience remains poor, the dealership pays for a customer who visits once and leaves again. Q: What customers should a Service BDC contact? A: No-shows, customers with declined work, overdue maintenance customers, lost customers and owners who have not used prepaid services. Q: Should BDC employees be paid for appointments? A: Chris recommends rewarding completed shows. An appointment has little value if the customer never arrives. Q: How should a Service Department use social media? A: Share useful expertise, customer stories, vehicle lifestyles and the people behind the department—not only promotions and delivery photos. Q: What is AEO? A: Answer Engine Optimization helps a business become understandable, verifiable and recommendable when customers search through AI platforms. Q: Why don't generic service coupons work? A: Many are redeemed by customers who were already coming in, meaning the dealership discounts work without generating incremental traffic. Q: What is the best way to increase repair-order count? A: Make service easy, answer the phone, reduce appointment delays, communicate consistently and give customers an experience worth returning to. 0:00 How to Drive More Service Traffic 2:50 Repair-Order Disclaimers and Vehicle Damage 4:53 Why Customer Relationships Beat Being Right 8:02 What Top Dealerships Do Differently 10:01 The Energy of a High-Performing Service Drive 12:15 Broken Windows and Broken Businesses 14:17 Top Dog 2026 Preview 22:14 SDR Academy and Consistent CSI 23:14 Why Service Traffic Is Declining 25:22 Retention vs. Customer Acquisition 26:24 Appointment and Maintenance Reminders 28:02 Declined Work and Lost-Customer Calls 29:04 Social Media for Service Departments 34:14 Tell Stories Instead of Posting Promotions 36:05 SEO, AEO and the Future of AI Search 38:34 Events and Car-Care Clinics 39:12 Fix the Customer Experience First 42:41 Service Advisors vs. the BDC 45:00 Recovering No-Shows 46:21 Turning Monthly Losses Into Daily RO Goals 48:12 BDC Phone Training and Role-Playing 51:30 Tracking Campaigns With Dedicated Op Codes 53:21 Why Blanket Coupons Fail 56...
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    1 godz. i 1 min
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