Service Drive Revolution with Chris Collins Business Outlaws Network

On this week’s episode of Service Drive Revolution, Chris shares his recent experience buying a new car. Unfortunately, it wasn’t much different than when he bought his first new car over 30 years ago!
He asks the question, “Why isn’t anyone talking about this?”…..Why isn’t the whole automotive industry worried about the impact their lack of innovation and disinterest in customer-centric service is having on the way the general public sees it! At one point, after way too much back and forth with the salesperson, Chris decides to just buy a Tesla. Why? Because after just 5 clicks and a down payment, the car is delivered directly to you!
That reality becomes a dream when he finds out they are on backorder for a year!
Does Chris finally buy a car? What are his ideas to fix the mess the industry has got itself into? Listen in and find out the answers to these questions and more on this week’s Service Drive Revolution.

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!

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

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!

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!

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.