Service Drive Revolution with Chris Collins

Business Outlaws Network

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!

All Episodes

Today on the big show, things heat up as Chris gets passionate about the industry problem surrounding diagnostic fees and how they affect our customers. He mentions the LinkedIn post he made about the need to approach diagnostics from a different perspective, and the conversation lit a fuse with industry employees all over the country. “It’s not just your job to ADVISE, it’s your job to tell the truth”, Chris continues as he discusses how problematic it is to assume how the customer is going to spend their money, which is proven in some of the comments on his post. Chris and Christian have a lot to say on this topic that they are clearly passionate about, so make sure you stick around! This, and much more on Service Drive Revolutiooooooooooon!

Nov 22

41 min 1 sec

Today on the big show, we get to hear from the one and only Michael Levine, best-selling author and humorist. He shares his enlightening opinion on how the customer service industry is doing a disservice to its customer base, through lack of effort and short-sightedness. He talks about his top 10 businesses that he thinks are the WORST at taking care of their customers, and has aptly named the list the "Broken Window Awards 2021". We go through part of the list and you might be surprised to see which businesses made it to the top of the list. To hear the list and learn how to stay OFF it, tune in now! https://www.amazon.com/Management-Leadership-Business-Investing-Books/b?ie=UTF8&node=2675

Nov 15

39 min 10 sec

Today on the show, we answer a call-in question from a service advisor who is still learning the ropes. Today's question centers around how to handle customer objections when it comes to the pricing differences between OEM and aftermarket parts, and why it's important to help the customer understand the value of OEM. To learn the tried and true SDR trick on how to save money on OEM parts, make sure you listen up!

Nov 12

7 min 17 sec

On the big show today, "Service Manager Challenge" winner Amanda Hayslett, joins us to share her story on how she improved her store's already profitable numbers, which gave her the title of "WINNER!" for this year's Top Dog "Service Manager Challenge". Through grit, tenacity and hard life lessons, Amanda made a name for herself as one of the youngest service managers of her time and proved her worth with her stellar numbers. This story is truly one for the books, so make sure you pay attention to be inspired!

Nov 8

55 min 47 sec

On today’s drive-by, our dynamic duo discusses the struggles of post-pandemic issues by tackling a call-in question. After a killer joke from Christian, Chris answers the question by thinking outside the box and not looking at the most obvious answer. To learn more about how to supplement low traffic with higher customer pay tickets, listen close! This, and much more on this week’s drive-by.

Nov 5

8 min 40 sec

Today on the big show, we interviewed two of our You vs. You Service Manager Challenge finalists to discover what it takes to reach the top! You won’t want to skip this episode, because Chris and Casey break down the exact strategies they used to boost their net to gross, ELR, and CSI scores in under 90 days! Make sure you stick around to be inspired! This, and so much more on Service Drive Revolutiooooon!!

Nov 1

38 min 51 sec

On today’s drive by, we get two really great call in questions from our audience. Our first question comes from a parts manager, who is concerned for the morale between the parts department and the service department. Chris shares his wisdom about how being likable is 100% within our control, and that building and strengthening morale requires taking initiative on getting to know your team. Our second caller shares his story about how he is hoping to find his true career path later in life. Chris continues the theme around being likable and taking initiative, and shares some unconventional advice that will give the caller an edge when switching industries. If you are looking for a career advice or general business advice, this is the drive-by for you!

Oct 29

15 min 7 sec

Today on the big show, one of our Service Manager Challenge finalists opens up and shares his journey on how he improved his service drive’s numbers exponentially over the last year through tenacity, faith and hard work. Roger captivates us with his fantastic storytelling and paints a picture on how he not only improved his service drive, but how he improved other department’s performance as well. Then the conversation turns vulnerable, and Chris and Roger bond over experiences around their childhoods and how it shaped them into the leaders that they are today. This episode is not only inspiring in regards to the amount of personal effort and hard work that was put into this contest, but also about the staggering improvements in ELR, net vs. gross profits, and more. Make sure you stick around to be inspired! This, and so much more on Service Drive Revolutiooooon!!

Oct 25

22 min 52 sec

We’ve got another double-header, pun-filled driveby for you today! Chris and Christian answer two call-in questions centered around taking initiative; one of which continues the conversation around the ineffectiveness of express lanes. Our first caller asks for advice regarding scheduling for the express lane and Chris answers the question by encouraging the audience to break the status quo and move away from traditional, separated express lanes. Although having an express lane could seem more convenient for the customer, integrating express into the flow of the main shop will benefit everyone.   The next caller, James, keeps their question pretty simple and asks when it’s appropriate to ask for a raise. Although Chris didn’t have a plethora of information from James in regards to what they do or what their pay plan is, Chris responds with a piece of advice that works universally: “You make exactly what you are worth”. It’s once again about taking initiative and not waiting around to get permission to earn what you are worth and what you deserve. Stick around for more advice from our dynamic duo!

Oct 22

10 min 57 sec

On today's double-header drive-by, we get two questions from our listeners that make us think outside the box. Travis calls in with concerns regarding a toxic work environment and management’s struggle with rectifying the issue. Chris helps Travis approach the problem from an unconventional perspective, while Christian applauds Travis for trying to put out the fire instead of jumping ship when things get difficult. Chris and Christian break down the math behind how toxic environments like this will severely affect the dealership’s bottom line and suggest that this is the best way to get management’s attention.   Then, Paul calls in and asks if it’s necessary for techs to have more than one stall, so they can be more productive throughout the day. Chris explains that just because a tech may have the capability of working on two cars at once, it does NOT mean that they are producing more hours. He breaks down the math behind his reasoning, and also stresses on the importance of demographic differences and how it affects this situation. If you want to have your mind blown, stick around! The best is yet to come.

Oct 15

20 min 11 sec

In a world where labor shortages are on the rise and turnover rates are increasing, how do we guarantee that we hire a team that will not only stick around, but perform to the highest standards? On today's episode, Chris gives Top Dog attendees a chance to win $250, Christian shares a story about how he accidentally gained an admirer, and the two talk about the best ways to hire irreplaceable employees.    What originally started out as a “Top 5” list ended up turning into a “Top 11” of things you should pay attention to when hiring a winning team. The list includes things like internal locus of control, having authority and charisma, and more. Not only will this system light the path to top-performing candidates, it could teach you a thing or two about your own leadership. Make sure you grab your popcorn and a drink, because this episode is going to grab your attention and not let go!   This, and so much more on this weeks’ Service Drive Revoluuuuutioooonnn!

Oct 11

56 min 37 sec

On today’s drive-by, Chris and Christian answer a call-in question from one of our listeners, Christian surprises Chris with two off-the-cuff jokes and Chris airs his grievances about outdated dealership morale-boosting techniques. Today’s question is the kind of question we don’t hear often and it definitely gave everyone something to think about. Our caller asks for advice when it comes to motivating non-revenue generating departments because unlike most service drive employees, they are not motivated as much by financial incentives. Chris talks about incorporating gamification into other departments and shares his ideas on how to motivate and boost morale for office staff, BDCs and the like. Make sure you tune in, because this drive-by is one of the best yet!

Oct 8

19 min 44 sec

It's no secret that car dealerships could be in trouble. But what if we could save them?    In this week’s episode, Chris gets passionate about our industry’s shortcomings surrounding outdated mindsets and national associations that are out of touch, and Chris and Christian discuss four unconventional business practices that could help car dealerships rise to the top. The team reads an article about how the “no-dealership, straight to consumer” business model is becoming more popular thanks to Tesla and the pandemic. Christian brainstorms some ideas on what needs to be done to prevent fixed ops dealers from becoming irrelevant in this Amazon Prime world, so he looks outside the box for inspiration and pulls some ideas from other businesses like Disney, IHOP, Chick Fil A and Staples. Oh, and Christian delivers some of his best jokes yet, so hang make sure you hang around.    This, and so much more on this weeks’ Service Drive Revoluuuuutioooonnn!

Oct 4

33 min 54 sec

On today's drive-by, Chris and Christian answer a call-in question from Peter, roles get reversed as Chris tells a joke instead of Christian, and the team discusses the importance of positive customer experiences and how it impacts CSI. Peter is concerned about his overall CSI score being unfairly affected at work so Chris uses this as an opportunity to teach Peter and the audience that CSI scores are 100% in the control of the advisors, even if there are other seemingly uncontrollable factors at play. Chris expands his reasoning and explains that the biggest positive impact on CSI is focusing on building lasting customer rapport, knowing your customer base, and building trust with them as well. It's all about "petting the dog"! You don't want to miss this, so make sure you tune in!

Oct 1

12 min 5 sec

Welcome to another electric episode of Service Drive Revolution! On today’s episode, Chris and Christian start preparing and motivating everyone for the upcoming tire season, they answer an email from a concerned parts representative and they remind everyone that Top Dog 2021 is coming up on October 21st - 23rd here in Los Angeles! Dylan from parts writes into the show, asking why the parts department ends up being the “scapegoat” for a lot of fixed op dealer’s shortcomings. Chris answers in a tough-love kind of way and clarifies that the parts department is highly valued, and any teasing on the show or otherwise is in jest. Chris then shares a personal story that relates to the question and he also announces a hidden surprise that is only available to those who listen in. The conversation shifts towards the upcoming tire season and Chris and Christian discuss how getting prepared for tire season when it’s already here, is too late. Now is the time to start ramping up storage options, tire inventory, prepping your technicians and more. There’s no such thing as being “too prepared”, so get excited for this tire season, because we can feel that it will be one of the best ones yet! This, and so much more on this weeks’ Service Drive Revoluuuuutioooonnn!

Sep 27

27 min 29 sec

On today’s drive-by episode, Jesse from Maine calls in to ask about “team flat rate” pay for technicians and if it’s beneficial to implement this pay structure in his new shop. Chris explains that team flat rate, which is actually called "pooled hours”, has good intentions but it usually ends up decreasing productivity for the shop. Chris shares a personal experience on how these kinds of pay plans negatively affected him as an advisor, Christian gets the wind taken out of his sails in regards to his regularly scheduled jokes, and the two also chat about the importance of fantasy football. Not really, but there is football talk in this drive-by, so make sure you tune in!

Sep 24

12 min 1 sec

On today's episode, Chris and Christian give out all the details on The Top Dog 2021 event that is just around the corner! Top Dog is the biggest event of its kind in the world, and it’s packed with speakers and entertainment that will leave your head spinning. This year, we have an incredible lineup of speakers, including Robert Cialdini and Chase Hughes, and it takes place right here in Los Angeles from October 21-23. We also have some of the world's best service managers in attendance, and they will be competing for the top prize - Chris' own Jeep Gladiator - so don't miss out on all the fun. Then, Matt Thoraldson, owner of Mad Muscle Garage, stops by to give his two cents on human behavior. He shares his experience on how he chose to motivate an underperforming employee, rather than fire him. His story is compelling and will inspire you to take a page out of his book. Matt's story is a great example of how a shop dealt with a difficult situation that could have ended poorly for both parties, but instead he turned it into something positive for everyone involved. Stay tuned to hear more!

Sep 20

24 min 54 sec

On today’s drive-by episode, Chris and Christian get excited about Top Dog 2021 (which is right around the corner, by the way!) and they answer a call-in question by shedding light on the most well-known misconceptions around flat rate. This conversation really digs deep into the “science” and numbers behind flat rate and why it works, not only for fixed ops dealers, but for the heavy truck industry as well. Our dynamic duo brings a fresh perspective on the correlation between flat rate, the level of accountability of technicians and how it affects comebacks, and they educate their listeners on how hourly pay can actually lower technician productivity. It’s time to dissect the culture surrounding flat rate vs. hourly pay for technicians and why it has been heavily debated for years, so if you are ready to have your mind blown, get a pen or pencil ready and listen in! You don’t want to miss this.

Sep 17

14 min 45 sec

On today’s episode, Chase Hughes, best-selling author, intelligence trainer and military veteran, sits down with Chris and Christian to further the conversation surrounding human behavior and psychology and how it influences our decisions as consumers. He digs into his past as a veteran and intelligence trainer, and shares how he was never naturally adept at reading people, and that it took years of studying and experience to get to the point where he is now; a master of behavioral profiling & psychological intelligence.  The team discusses the new sales training program that Chris and Chase are collaborating on, Chris and Christian get shocking news from Chase surrounding a bad experience with Hall & Oates, and everyone gets hyped up to see Chase at Top Dog 2021! This, and so much more on this weeks’ Service Drive Revoluuuuutioooonnn!  

Sep 13

28 min 32 sec

This week's episode is jam-packed full of great advice, terrible jokes and exciting announcements of upcoming events from the team at Chris Collins. Chris and Mia answer a call-in question about express lanes, and they discuss the logistics behind express lanes and how they are costing your dealership money. Chris delves into how the existing structure of express lanes is great for customers in theory, but is not being executed properly behind the scenes. Service manager and connoisseur of optimism, Dan Beakey, makes a quick pit stop on the show to further the discussion surrounding the national technician shortage, and he and Chris debate on if technician wages are a contributing factor to the shortage. Stay tuned to hear more advice from Chris, along with some exciting news about TopDog 2021. This, and so much more on this weeks’ Service Drive Revoluuuuutioooonnn!

Sep 6

39 min 17 sec

On today’s episode, Dr. Robert Cialdini, author of “Influence: the Psychology of Persuasion” and “Pre-suasion”, takes us through his journey of discovering his passion for understanding human behavior, and how to harness the power of influence to positively affect ourselves and those around us. He sits down with Chris and breaks down what to expect from him as a speaker at this year’s Top Dog event in LA, including the discussion around the 6 universal principles of influence, and how dealership service departments need to implement these principles to achieve greatness. Chris and Dr. Cialdini get excited about Dr. Cialdini’s book, “The Small Big”, co-written with Steve Martin and Noah J. Goldstein, which uncovers the endless possibilities of making the biggest changes with the smallest of actions, in combination with the 6 universal principles of influence. Make sure you stay tuned, because Dr. Cialdini shares a story with a powerful secret, so we know you won’t want to miss it. Want to hear more from Dr. Cialdini on the Power of Persuasion? Visit www.chriscollinsinc.com/topdog2021 to get your tickets to this year’s Top Dog Event, and we’ll see you there!

Aug 30

17 min 11 sec

On today's episode, Chris and TikTok star, Mia Griggs, discuss Mia's ongoing attempt to permanently replace Christian on the show, along with chatting about how to keep boring flights exciting and fresh. They talk about some of the biggest upcoming events at Chris Collins Inc., including Top Dog 2021, Mia's nearly-completed BDC training program, and more. Chris and Mia then sit down with Stepen Mason, Director of Operations at Keffer Automotive Group. Stephen shares an incredibly raw and vulnerable story about one of the hardest lessons he learned in his automotive career so far, which helped him change his perspective on leadership, communication and respect at the workplace. This, and so much more on this weeks’ Service Drive Revoluuuuutioooonnn! To register for Top Dog 2021, please visit chriscollinsinc.com/service-manager-challenge We will see you there! Got a question? Call us at 1-833-3-ASK-SDR

Aug 23

48 min 9 sec

This week on Service Drive Revolution, Coach Christian is back from his road-trip and he’s here to tell us all about the trials and joys of his RV trip. Chris talks about his goal while creating training and the entertainment quality it must have to draw in younger generations. Impactful training needs to be done in a way that grabs the audience’s attention right out of the gate. People are tired of staring at talking heads and consultants telling them all the things that need to be done, but not HOW to do them.  LeeAnn Radonski, District Manager for DigniFi, an alternative financing option for car repairs, joins Chris and Coach Christian Lafferty on this week’s episode to discuss the benefits to offering customers alternative purchasing options at the time of write-up. Providing options creates an incredible retention tool for businesses and increases customer loyalty with a brand. The way of the future is allowing customers to decide how they will finance their purchases. This, and so much more on this weeks’ Service Drive Revoluuuuutioooonnn!

Aug 9

45 min 40 sec

In this very informative and eye-opening episode, Raleigh Wilkins, Founder and CEO of Sales Platoon and a Marine Corp Veteran, shares with us the story behind Sales Platoon, Christian shares his most eye-roll inducing "dad joke" in his arsenal, and Chris compares the automotive industry's high technician turnover to high veteran turnover in the civilian workforce. Raleigh brings to light how military veterans are thrown into the deep end of the civilian world without a life jacket, so he has made it his life mission to help close that gap by getting them out of the unemployment line and into the world of sales.    Along with ending the stigma around the word "sales", Raleigh and Chris talk about the overlap in characteristics between veterans and successful sales people, like dedication, consistency, attention to detail, and respect. Military veterans give up a huge portion of their lives to protect our country, so it's time for us to start prioritizing their well-being once they transition out of the military, and to help put their unmatched skill sets to use in a powerful way. This, and so much more on this weeks’ Service Drive Revoluuuuutioooonnn!   To find out more about the impactful work Raleigh is leading, please visit https://www.mysalesplatoon.com/

Aug 2

49 min 4 sec

On this week’s episode, Coach Christian Lafferty reports back from his last visit in store, in Michigan, where he learned something shocking about his predecessor. He and Chris are joined by Customer Experience Manager at Subaru, Jaimie Morris. Jaimie came to the show by way of LinkedIn, through a post that particularly caught our eye with the subject of the post and piqued our curiosity even more with the responses. Listen in as Chris and Coach Christian Lafferty pick-apart a few of Jaimie’s posts about ways to positively impact retention in the Service Drive, identify ways managers can get a lot more out of their team, and how the new generation coming in to work at the dealership have very different ways of being motivated. One key? It’s not the 70-hour work weeks many in management wear as a badge of honor. That, and much much more on Service Drive Revoluuuuuuutiooooon!

Jul 26

38 min 26 sec

On this week’s episode, Chris talks with Coach Christian Lafferty about a letter he got from #NADA inviting him to speak at #NADA2022. Chris talks about his past experience speaking at NADA and the way he’s seen many NADA 20 groups run. He talks about the differences between the message he presents and what other industry experts are sharing and presenting about. See what he has to say about how he is sometimes perceived and the three workshops you won’t be registering for at #NADA2022. Also in this episode, Chris and Coach Christian Lafferty answer listener questions about motivating employees who seem impossible to motivate, calculate if an offer a technician has to move to an advisor role makes sense, and give an advisor some priceless advice to becoming #1. All this, and a joke or two, this week on Service Drive. Revolution!

Jul 19

44 min 55 sec

Once again, something in the automotive world has been turned on its head. Never in the history of transportation, have technicians been so in-demand and so incredibly valuable in the marketplace. The question we hear most in service departments these days is, ”How do I hire technicians?” Well, I have an answer for that, and much more on today’s Service Drive Revolution! Listen in as Memphis Resident, and Certified Ford Tech, Kayce Morris, joins me, Chris Collins, and Tik-Tok Star Mia Griggs, to tell us all about how an unlikely incident created the perfect opportunity for her to learn her value as a technician and eventually, a new home at a Ford store as a Master Tech working on transmissions, just like she wanted to do! Her story is a wake-up call to owners, managers, and other technicians who wonder what the true value of a technician is!

Jul 12

33 min 30 sec

Many consumers these days choose online for all their shopping needs! It’s not unusual to hear people say, “If I can’t get it online, I don’t want it!” Well, companies like Carvana heard their cry and paved a way for buyers to purchase used cars, with more peace of mind than buying from an unknown person, while also avoiding the hassle and prices at dealerships. In 2020, Covid really helped set fire to the used car industry. With quarantine across the world and the chip shortage in full bloom, the new car market slowed down, and the used car market exploded.   On today’s episode, Chris and special guest Mia Griggs talk with Arron Bratcher, a Service Manager at a Chevy store in Indiana who is learning to appreciate the online used car dealers, but for a very interesting reason. Listen in as he reads a very sweet, very poignant letter to Carvana about the experience they provide their customers. It took us by surprise! Listen in on this week’s episode of Service Drive Revolutioooooooooon! 

Jul 5

40 min 33 sec

Shortages in the trucking industry are worse than they were a year ago. Whether you know it or not, you are feeling its impact every day. There’s currently a shortage of drivers that is almost insurmountable. Just like other industries, trucking has felt the effects of the workforce going on unemployment, leaving to take care of loved ones, and a change in education that has pushed many towards higher education and not into many hard working industries including technician training and driver school. Each one of these reasons hold blame for making a situation that was already on a downward trend, that much worse. Listen in as Chryssa Hunluck, District Parts Manager at Daimler Trucks North America, shares with Chris and Coach Christian Lafferty how the OEM is partnering with the dealerships to help get trucks, drivers, and their loads back onto the road quicker and safer than ever. Chryssa’s passion for her job, and the impact trucking has on society are to be admired. She highlights what specifically needs to be fixed if we want to correct the issue and the best approaches she sees inside service and parts departments in dealerships today. Got a question? Call us at 1-833-3-ASK-SDR Check out our Best-Sellers: Your 90-Day roadmap to your best Fixed-Ops month ever starts here: http://bit.ly/ISM_yt Millionaire Service Advisor also includes our 11-step Circle of Trust System: http://bit.ly/MSA_yt Learn more about our OnDemand Training - http://bit.ly/SDROnDemandTrainingyt Strategy specialists and training available, just click the links below: 1. Get access to two free training videos by opting in on our website: http://bit.ly/Chriscollinsinc 2. Schedule a 15-minute call with our strategy specialist to accelerate your results and start seeing increased profit right away! http://bit.ly/CCIschedule Join our Facebook Groups: For Fixed Ops -- http://bit.ly/YTfixedopsgroup For Independent Shop Owners -- http://bit.ly/YTRSOSgroup

Jun 28

38 min

Even though car buyers are changing every day, the car buying experience isn't changing fast enough to give them what they want! It won't be long before brick and mortar dealerships are forced to change, or risk going extinct. But what exactly does this change look like? Join in as service department coaches Chris and Christian, talk about the future of automation in the dealership and whether or not it's really necessary. Got a question? Call us at 1-833-3-ASK-SDR Check out our Best-Sellers: Your 90-Day roadmap to your best Fixed-Ops month ever starts here: http://bit.ly/ISM_yt Millionaire Service Advisor also includes our 11-step Circle of Trust System: http://bit.ly/MSA_yt Learn more about our OnDemand Training - http://bit.ly/SDROnDemandTrainingyt Strategy specialists and training available, just click the links below: 1. Get access to two free training videos by opting in on our website: http://bit.ly/Chriscollinsinc 2. Schedule a 15-minute call with our strategy specialist to accelerate your results and start seeing increased profit right away! http://bit.ly/CCIschedule Join our Facebook Groups: For Fixed Ops -- http://bit.ly/YTfixedopsgroup For Independent Shop Owners -- http://bit.ly/YTRSOSgroup

Jun 21

35 min 12 sec

Technicians are the backbone of every car dealership. Yet they’re becoming harder and harder to find and keep! Why is it that so many dealerships can’t recruit techs? In this video, Steve Hamre discusses the phenomenon and reveals a surprisingly obvious answer that the majority of dealerships don't realize... Join in as Chris Collins and Coach Christian talk with Steve Hamre, the National Automotive Technician Recruiting Manager for Lithia Motors, Inc. about the secrets of hiring technicians learned from years out in the field. Got a question? Call us at 1-833-3-ASK-SDR

Jun 14

54 min 55 sec

Tire sales have been a loss leader since day one. They are often an overlooked product for dealerships, yet the potential for profits in the tire business is staggering. But how can dealerships take advantage of this missed opportunity when after-market competitors have already taken it all for themselves? Join us, as Chris Collins and Coach Christian talk with Scott Rea, the Senior Vice President at Tire Profile, about the missed opportunity in profit with tire sales. What the future of the service drive will look like when electric vehicles take over and how better informing your customers on the best tires will build better trust and retention. Got a question? Call us at 1-833-3-ASK-SDR Check out our Best-Sellers: Your 90-Day roadmap to your best Fixed-Ops month ever starts here: http://bit.ly/ISM_yt Millionaire Service Advisor also includes our 11-step Circle of Trust System: http://bit.ly/MSA_yt Learn more about our On Demand Training - http://bit.ly/SDROnDemandTrainingyt Strategy specialists and training available, just click the links below: 1. Get access to two free training videos by opting in on our website: http://bit.ly/Chriscollinsinc 2. Schedule a 15-minute call with our strategy specialist to accelerate your results and start seeing increased profit right away! http://bit.ly/CCIschedule Join our Facebook Groups: For Fixed Ops -- http://bit.ly/YTfixedopsgroup For Independent Shop Owners -- http://bit.ly/YTRSOSgroup

Jun 7

24 min 40 sec

How do managers motivate and incentivize millennials in a day and age when they care more about quality of life and less about money? How do prospective workers determine if the company they’re interested in is a good fit for them from their interviewer? Join in, As Chris Collins talks with the Director of Strategic Learning and Organizational Experience at Cal Poly Pomona, Michelle Elrod, to answer these listener questions and talk about the ins and outs of what it means to have a strong work culture as well as what to look out for at a new company.

May 31

29 min 51 sec

The question of whether or not leaders and employees should be friends is one that has been raised in business for decades. Often, the answer to this question is no because it can lead to many problems, but if the friendship of a leader and employee is done the right way, how well does it improve results at a dealership? Join in, as Chris Collins and Coach Christain talk with Fixed Ops Director Ryan Mutalib, about how good leadership makes all the difference, Ryan shares his experience on how much Chris’ leadership training has helped him, and they help a caller question about how to handle their burnout.

May 24

29 min 43 sec

The job of a service advisor is to diagnose problems and strengthens relationships with customers. Depending on the dealership, they may have anywhere from 8 to 20 ROs a day, but how many should they have? And does writing too many ROs cause more harm than good? Join in, as Chris Collins and Coach Christian try a social experiment on our podcast editor, Michael, to show how service advisors should talk with customers, they explain why equating dollars to cars coming in is a problem when it comes to R.O. count, and they give advice to a young advisor who is going to become a service manager. Got a question? Call us at 1-833-3-ASK-SDR

May 17

30 min 36 sec

A global shortage of microchips creates a major production problem for businesses worldwide, from cell phones to cars. The list of manufacturers shutting down production grows by the day with short-term solutions in sight. How long will this impact the auto industry, and what does this global shortage mean for new car supplies, replacement parts, and the dealership model as a whole?    Join in, as Chirs Collins interviews special guest Ben Klayman, Reuters' Detroit Bureau Chief, and Stephen Nellis, Reuters Reporter on what is causing the chip shortage, how manufacturers and dealerships are being affected by this supply chain disruption, and what long-term changes can we expect to see from this.    Follow Reuters' Detroit Bureau Chief Ben Klayman on Twitter @BenKlayman for more news on the auto-industry.    Follow Reuters Reporter Stephen Nellis on Twitter @StephenNellis for more news on the chip shortage.    

May 10

44 min 47 sec

Every dealership wants to increase their traffic and get more profit, but very few think about how much they're losing per day for not having a used car out on the frontline. Used cars are a depreciating asset, meaning every week, they're going down a couple of hundred dollars in value, not up. So why does it take so long for dealerships to recondition used cars, and how long should it take? Join us, as Chris Collins and Coach Christian explain the math to figuring out how much money dealerships are missing out on, how fixing a used car system will increase customer retention, the best way to setup a faster reconditioning system, and answer a caller’s question looking for the most effective approach for a service advisor to get a customer's permission to do a multiple inspection. Got a question? Call us at 1-833-3-ASK-SDR Join our Facebook Groups: For Fixed Ops -- https://www.facebook.com/groups/thefixedops/ For Independent Shop Owners -- https://www.facebook.com/groups/shopownersyndicate Check out our Best-Sellers: Your 90-Day roadmap to your best Fixed-Ops month ever starts here: https://chriscollinsinc.com/product/irreplaceable-service-manager/ Millionaire Service Advisor also includes our 11-step Circle of Trust System: https://chriscollinsinc.com/product/millionaire-service-advisor/ Strategy specialists and training available, just click the links below: 1. Get access to two free training videos by opting in on our website: https://chriscollinsinc.com/​​ 2. Schedule a 15-minute call with our strategy specialist to accelerate your results and start seeing increased profit right away! https://calendly.com/cci-schedule/15-intro  

May 3

37 min 1 sec

Dealership dispatchers have been around since the beginning, but many dealerships have gotten rid of the position altogether over the last few decades, while some still cling on. Do dispatchers still have a vital role in the service department, or are they a hindrance to productivity? Join us, as Chris and Christian play a game of Would You Rather, explain why dispatchers are as helpful as a widget blocking the front door to your house, Chris shares three alternatives to a dispatch that actually work, and answer caller questions about the uncontrollable in a service drive and what job offer a new service advisor should choose. Got a question? Call us at 1-833-3-ASK-SDR Join our Facebook Groups: For Fixed Ops -- https://www.facebook.com/groups/thefixedops/ For Independent Shop Owners -- https://www.facebook.com/groups/shopownersyndicate Check out our Best-Sellers: Your 90-Day roadmap to your best Fixed-Ops month ever starts here: https://chriscollinsinc.com/product/irreplaceable-service-manager/ Millionaire Service Advisor also includes our 11-step Circle of Trust System: https://chriscollinsinc.com/product/millionaire-service-advisor/ Strategy specialists and training available, just click the links below: 1. Get access to two free training videos by opting in on our website: https://chriscollinsinc.com/​​ 2. Schedule a 15-minute call with our strategy specialist to accelerate your results and start seeing increased profit right away! https://calendly.com/cci-schedule/15-intro  

Apr 26

41 min 13 sec

A common misunderstanding for why a dealership’s decline rate might be so high is price. Whether it’s laptops, watches, or labor rates, prices are usually associated with better quality, but when it comes to declines, the price has nothing to do with it. What does affect declines and how can dealerships improve their decline rate? Join in, as Chris, Christian, and our guest Mia, @Chaoticfeminist from TikTok, discuss how raising your labor rate will get a dealership less declines, Mia explains to us what service advisors really mean when they say certain things, and Chris explains how scare tactics actually work. Got a question? Call us at 1-833-3-ASK-SDR Join our Facebook Groups: For Fixed Ops -- https://www.facebook.com/groups/thefixedops/ For Independent Shop Owners -- https://www.facebook.com/groups/shopownersyndicate Check out our Best-Sellers: Your 90-Day roadmap to your best Fixed-Ops month ever starts here: https://chriscollinsinc.com/product/irreplaceable-service-manager/ Millionaire Service Advisor also includes our 11-step Circle of Trust System: https://chriscollinsinc.com/product/millionaire-service-advisor/ Strategy specialists and training available, just click the links below: 1. Get access to two free training videos by opting in on our website: https://chriscollinsinc.com/​​ 2. Schedule a 15-minute call with our strategy specialist to accelerate your results and start seeing increased profit right away! https://calendly.com/cci-schedule/15-intro  

Apr 19

32 min 34 sec

One of the biggest contributors to why it has become so difficult to find good technicians is due to the fact that 60% of techs quit in the first two years they start working. Why are so many young new generation technicians leaving their chosen career path so early on, and what can we do to fix this problem? Join in, as Chris, Christian, and our guest Mia, @Chaoticfeminist from TikTok, Talk about all the reasons why tech turnover is so high, how a dealership in Washington found a creative way to get around this problem, Chris and Christian play a game of would you rather, and Mia gives us her top 10 easiest to hardest jobs in a dealership. Got a question? Call us at 1-833-3-ASK-SDR Join our Facebook Groups: For Fixed Ops -- https://www.facebook.com/groups/thefixedops/ For Independent Shop Owners -- https://www.facebook.com/groups/shopownersyndicate Check out our Best-Sellers: Your 90-Day roadmap to your best Fixed-Ops month ever starts here: https://chriscollinsinc.com/product/irreplaceable-service-manager/ Millionaire Service Advisor also includes our 11-step Circle of Trust System: https://chriscollinsinc.com/product/millionaire-service-advisor/ Strategy specialists and training available, just click the links below: 1. Get access to two free training videos by opting in on our website: https://chriscollinsinc.com/​​ 2. Schedule a 15-minute call with our strategy specialist to accelerate your results and start seeing increased profit right away! https://calendly.com/cci-schedule/15-intro

Apr 12

36 min 40 sec

People are sick of being stuck inside, because of COVID-19 most people have been working from home and have not been driving as much. So traffic has been down, and most dealerships have had to cut back on advisors and technicians, but now that things are on track to going back to normal, and the country is opening up again, traffic is also going up! Even though gas prices are high, people want to get the hell out. They are going to take road trips, go camping, visit national forests, they are going to be moving around because people feel pent up and they want to get out and drive. Dealerships are going from a situation of running out of work to being booked out for weeks. Join in, as Chris Christian, and Mia from Tiktok, who came all the way down from the Northwest, talk about how you can get prepared for this post covid pain, not miss out on record-breaking months, and debate the very controversial topic of base plus commission vs commission only for service advisors. Got a question? Call us at 1-833-3-ASK-SDR Join our Facebook Groups: For Fixed Ops -- https://www.facebook.com/groups/thefixedops/ For Independent Shop Owners -- https://www.facebook.com/groups/shopownersyndicate Check out our Best-Sellers: Your 90-Day roadmap to your best Fixed-Ops month ever starts here: https://chriscollinsinc.com/product/irreplaceable-service-manager/ Millionaire Service Advisor also includes our 11-step Circle of Trust System: https://chriscollinsinc.com/product/millionaire-service-advisor/ Strategy specialists and training available, just click the links below: 1. Get access to two free training videos by opting in on our website: https://chriscollinsinc.com/​​ 2. Schedule a 15-minute call with our strategy specialist to accelerate your results and start seeing increased profit right away! https://calendly.com/cci-schedule/15-intro

Apr 5

47 min 56 sec

Service Manager turnover is at 60%. That’s 6 out of every 10 service managers being removed and replaced regularly! Frequently, when management meets with Chris in Strategy Sessions to get help, they are talk about their plan, and need, to get rid of the current service manager. When this happens, Chris says, “Let us work with the guy you have. Chances are they haven't been trained and they haven’t been given the tools they need.” They say you can't teach an old dog, but it has nothing to do with tricks. Once somebody understands how the numbers work, how the systems work, and they can actually see a path to success, it's just human nature that you're going to do better than before. Join us, as Chris and Christian go over how often times, Service Managers have no access to financial statements, don’t understand how pricing works, have no idea what to do with marketing, lack experience managing people, and how most are getting by just by being reliable and working hard. Unfortunately, this is not how to create a scalable system which ends up with the Service Manager taking the bullet. Got a question? Call us at 1-833-3-ASK-SDR

Mar 29

20 min 51 sec

Our industry is choc-full of terms and measurables that will make your head spin if you haven’t been properly taught them. Efficiency, proficiency, effective labor rate, net profit, gross profit just to name a few, but what do they really mean, and which ones matter the most? Many service managers in our industry are promoted to that position because they were either the best advisor or best technician in their dealership - a career path that has existed since the dawn of the Automotive Industry. Without proper management training, the business side of a dealership can seem like a puzzle with no clear solution. For this reason, many service managers don’t know which measurables they should put their attention towards, and which carry the biggest impacts on their performance. Join us as Chris and Christian debate the most important service measurables with consultant Chris Ford, a fan of the show who had called in and left a very peculiar brain teaser. Mr. Ford goes into detail about the story of where that brain-teasing equation came from and how he, like most service managers, was left to figure out the job all by himself when thrown into a management position, all while Chris explains why net fixed absorption and customer retention are the two most important measurables.   Got a question? Call us at 1-833-3-ASK-SDR Join our Facebook Groups: For Fixed Ops -- https://www.facebook.com/groups/thefixedops/ For Independent Shop Owners -- https://www.facebook.com/groups/shopownersyndicate Check out our Best-Sellers: Your 90-Day roadmap to your best Fixed-Ops month ever starts here: https://chriscollinsinc.com/product/irreplaceable-service-manager/ Millionaire Service Advisor also includes our 11-step Circle of Trust System: https://chriscollinsinc.com/product/millionaire-service-advisor/ Strategy specialists and training available, just click the links below: 1. Get access to two free training videos by opting in on our website: https://chriscollinsinc.com/​​ 2. Schedule a 15-minute call with our strategy specialist to accelerate your results and start seeing increased profit right away! https://calendly.com/cci-schedule/15-intro  

Mar 22

41 min 13 sec

At one point in time, every manager is put in that situation where an employee asks for a raise, unsure of what metrics to use and wondering how should they be implemented.   We all want to hear more feedback from our customers about their experience in our dealerships, so is there anything wrong with raffling a free oil change to encourage customers to fill out a CSI Surveys?   Today, for our Friday Drive-By, we have great answers for these two great questions from our audience. Tune in, as Chris explains the three different categories of measurements to use when a technician asks for a raise, how to properly layout a career path that will avoid tech turnover, and why you have to be really careful when you incentivize customers on CSI Surveys.   Got a question? Call us at 1-833-3-ASK-SDR   Join our Facebook Groups: For Fixed Ops -- http://bit.ly/yt_FixedOpsGROUP​​ For Independent Shop Owners -- http://bit.ly/yt_rsosGroup​   Check out our Best-Sellers: Your 90-Day roadmap to your best Fixed-Ops month ever starts here: http://bit.ly/yt_ISMbook​ Millionaire Service Advisor also includes our 11-step Circle of Trust System: http://bit.ly/yt_MSAbook​   Strategy specialists and training available, just click the links below: 1. Get access to two free training videos by opting in on our website: https://chriscollinsinc.com/​​ 2. Schedule a 15-minute call with our strategy specialist to accelerate your results and start seeing increased profit right away! https://calendly.com/cci-schedule/15-intro  

Mar 19

12 min 25 sec

With so many new EV only manufactures coming out the woodwork following Tesla's lead with a direct-to-consumer online strategy, legacy manufactures have publicly changed their position to now support new laws that would put them at an equal playing field with EV makers but leave dealerships behind in the dust. What does this new market look like and how will it change the workplace model we’ve had for the last 70 years?   Join Chris Collins, for a special interview with Professor Daniel A. Crane, a law professor at the University of Michigan, who has been advocating for the direct-sales issue since 2014. He and Chris talk about the history of the laws that have protected dealerships for years, how Tesla was able to work around those laws, and why until recently the big manufacturers and the auto-workers union were on the wrong side of the fight. As it stands now, compromise and change may be the only way to survive the new market.    To see Professor Daniel A. Crane’s website: https://profdancrane.com/   To see Prof. Daniel A. Crane’s AutoNews Article: "Time has come for a grand bargain on direct vehicle sales to customers” - AutoNews.com  

Mar 15

30 min 45 sec

There’s always that one month in the year, for whatever reason, that’s unbearably slow. How do we prepare or overcome the winter months when things slow down?    We all want healthy competition within a team, but what do you do when the rivalry between two service advisors starts to get out of hand?    Today, for our Friday Drive-By, we have great answers for these two great questions from our Facebook group. Tune in as Chris explains why a slow month might just be something to look forward to instead of dreading, and why a service advisor rivalry getting out of hand is still a better situation than no rivalry at all.   Got a question? Call us at 1-833-3-ASK-SDR   Join our Facebook Groups! For Fixed Ops -- https://www.facebook.com/groups/shopo...​ For Independent Shop Owners -- https://www.facebook.com/groups/thefi...​   PS- Whenever you are ready, here are a few ways to work with us: 1. Get access to two free training videos by opting in on our website: https://chriscollinsinc.com/​ 2. Order our best-selling books Irreplaceable Service Manager and Millionaire Service Advisor at https://offers.chriscollinsinc.com/​ 3. Schedule a 15-minute call with our strategy specialist to accelerate your results and start seeing increased profit right away- book here - https://calendly.com/cci-schedule/15-...  

Mar 12

12 min 31 sec

Would you increase profit by improving service or lowering prices? What’s the best way to approach a tight knit dealership as an outsider service manager? How do you deal with a fellow service advisor who only cherrypicks? This week, Chris Collins and Christian Lafferty dive in to answers a backlog of questions, Chris finds his new favorite ringtone, We get to hear a little sneak peak of his new training, and Mia from TikTok joins us to talk about her top 5 “favorite” customers you see on the service drive. Got a question? Call us at 1-833-3-ASK-SDR JOIN THE SERVICE REVOLUTION -- https://www.servicedriverevolution.com Facebook -- https://bit.ly/2ST7OVW LinkedIn -- https://bit.ly/2uVgrqV

Mar 8

37 min 16 sec

Everybody says they want to do better, but not everybody will do what it takes to get better. A lot of people wake up with the idea, “Today, I'm going to be better than yesterday. Today, I'm going to work a little bit harder, get a little bit smarter. I'm going to learn a new skill. I'm going to try something different.” But then, they go through life, just doing the same thing day-in and day-out. They INTEND to be better. But intention is not enough.   The same thing applies to Service Advisors. Chris likes to say, “There are no new customer problems!” The truth is, if you've been writing service for a year, there really aren't too many new problems! This just adds to the monotony of the day-to day and enables us to stay stagnant, or ‘good-enough’. On this week’s Drive-By, Chris challenges you to step back and really ask yourself, if you really want to get better or if it’s just something you’re saying with good intention. Got a question you want Chris to answer? Call us at 1-833-3-ASK-SDR   PS- Whenever you are ready, here are a few ways to work with us: 1. Get access to two free training videos by opting in on our website: https://chriscollinsinc.com/ 2. Order our best selling books Irreplaceable Service Manager and Millionaire Service Advisor at https://offers.chriscollinsinc.com/ 3. Schedule a 15 minute call with our strategy specialist to accelerate your results and start seeing increased profit right away- book here - https://calendly.com/cci-schedule/15-intro   JOIN THE SERVICE REVOLUTION -- https://www.servicedriverevolution.com Facebook -- https://bit.ly/2ST7OVW LinkedIn -- https://bit.ly/2uVgrqV

Mar 5

5 min 31 sec

We all know the automotive industry is changing, and now there’s proof! A recent article in Automotive News talks about how manufactures have flipped sides and are now supporting their ability to go direct to consumer to sell cars. It's only a matter of time before this becomes the norm, leaving the dealership service department with an identity crisis! You may think that this will hurt, even decimate the service department. But nope! Chris is here to tell you why the service department is not going away, in fact, with the car sale will no longer the star of the show, service will be! Listen in as Chris tells you why the service department is on its way to becoming more and more important. Got a question? Call us at 1-833-3-ASK-SDR PS- Whenever you are ready, here are a few ways to work with us: 1. Get access to two free training videos by opting in on our website: https://chriscollinsinc.com/ 2. Order our best-selling books Irreplaceable Service Manager and Millionaire Service Advisor at https://offers.chriscollinsinc.com/ 3. Schedule a 15-minute call with our strategy specialist to accelerate your results and start seeing increased profit right away- book here - https://calendly.com/cci-schedule/15-intro

Mar 1

22 min 38 sec

A lot is said about the art of compromise, but does it always lead to a positive outcome? On this week's Drive-By, Chris shares his favorite law from his newly released, "17 Laws of Leadership" training. Listen in as he discusses how every inch of compromise could possibly be getting you farther away from the intended goal. Got a question? Call us at 1-833-3-ASK-SDR PS- Whenever you are ready, here are a few ways to work with us: 1. Get access to two free training videos by opting in on our website: https://chriscollinsinc.com/ 2. Order our best selling books Irreplaceable Service Manager and Millionaire Service Advisor at https://offers.chriscollinsinc.com/ 3. Schedule a 15 minute call with our strategy specialist to accelerate your results and start seeing increased profit right away- book here - https://calendly.com/cci-schedule/15-intro

Feb 26

7 min 21 sec