Video Transcription:
Summary
Service managers and service advisors need steady help, not one-off classes. This service manager training is also dealership service training. It uses fixed operations training and service advisor training to build a strong peer group, shared learning, accountability, fast action, and a better dealership customer experience.
The Industry Is Craving Something New
People want new ideas that work now.
Most trainers give one workshop. People go home, feel ready, and then the drive fades in a week or a month.
Ongoing Training for Service Managers
We are building a place where service managers are trained. We give them the tools and help they need because service managers are often the least trained people in the store, after service advisors.
We also give them support, a clear path, and a time line for action.
This is not a one-time class. It is a system that keeps moving.
Building a Culture of Support
We want people in this field to help one another. They share ideas and solve problems as a group.
That is why the system has grown so fast. Clients add to the system by sharing what works. There is shared learning, accountability, and a village feel.
Real-World Support Instead of Practical Training
Some training gives a perfect picture of a service drive. Real stores are not perfect.
A dealer in a snow market has different problems than one in a warm market or a rural area.
So we put people with similar problems together. We help them step by step until they win.
90 Days to Your Best Month Ever
Our team uses a simple goal: 90 days to your best month ever.
In Chicago, dealerships improved customer pay sales and net growth fast. They had record results in only 90 days by using our system.
Why Workshops Alone Are Not Enough
A workshop can teach a lot, but it does not give enough support to change a store fast.
We stay with the client. We do not point out problems and walk away.
Surrounding Managers With High Performers
We place dealers and managers with other managers who are already doing well.
That group gives honest feedback, support, and steady push. Management can be lonely, so strong peers matter.
The Power of a Mastermind
The idea is simple: think together, solve together, and grow together.
That shared mind is a big reason the system works.
Understanding the Service Side From Experience
We know the service side because we came from it. That helps a lot.
Many of us started at the bottom. We washed cars, wrote tickets, and did the hard work.
Our team has that same background. In fixed ops, that lived experience matters.
For a long time, service and fixed ops were an afterthought in the industry.
Why Sales Training Does Not Work in Service
Sales training does not fit service advising.
A sales desk is about closing a deal. Service is about helping a customer with a need and earning a return visit.
You cannot copy a sales close and expect it to work in service.
Service Is About Relationships
The real goal is to get customers back again and again.
That means the focus must be on trust, care, and a good visit, not on pressure.
The Problem With Pressure-Based Selling
Pressure does not work with today’s customers.
People know when they are being pushed. They do not want to be sold to in a hard way.
They want clear facts and a calm process.
Customers Need Trust
Customers worry that they will be talked into repairs they do not need.
They want to feel safe. They want to know the advisor is honest and not trying to take advantage of them.
Make the Customer Feel Safe
If you show a package price, explain what it is and why it matters.
Do not rush the customer. Make the experience calm and clear.
Why Old Tactics No Longer Work
Asking the same question five times may help a sale in the short run.
But it can hurt retention. The customer may not come back.
Retention Matters During Market Downturns
When the market slows, fewer new cars are sold and fewer cars come in for service.
If you do not keep your service customers, you can lose them in sales too. They may go to another brand.
Service Becomes More Important in a Recession
In hard times, people keep cars longer.
That makes service even more important. The car must stay safe and run well.
The Modern Customer Has Changed
Many buyers lease or finance now. They do not own the car the way older buyers did.
That means the old family bond with a brand is weaker.
You must build a new system that keeps people with you.
Brand Loyalty Is Declining
People move from Ford to Mercedes, then to Lexus, then to BMW. They jump around.
That happens when no advisor builds a strong bond with them.
Customer Service Is Universal
This is true in every business. Even a person selling lemonade needs good service.
People want to be treated like human beings. They want a solid relationship.
The System Creates Immediate Confidence
Our system is built to help customers feel at ease right away.
They are greeted fast, within the first few seconds. They get a clear plan, so they do not stand there wondering what happens next.
Give Clear Direction Without Being Bossy
Tell the customer what will happen next. Do it in a calm way.
Clear direction lowers stress and builds trust.
Service Advisors Must Connect Personally
The service advisor needs to meet the customer at the car.
Ask about the day, the weekend, or where they are headed. Do not lead with stiff intake questions like the appointment or repair order.
Customer Satisfaction Starts With Knowing the Customer
Manufacturers often survey customers after the visit.
When the score is low, many advisors focus on the number. They should first ask what they know about the person.
Where do they work? Do they have kids? What do they like?
Good service starts with knowing the customer, not just the car.
People Spend Money When They Feel Safe
When people feel safe, they spend money.
Public companies can run stores like Best Buy. They care more about scale and consistency than comfort and trust. With Wall Street money, the focus can shift to consistency more than results.
A family dealership can still focus on profit and return on investment while giving a better human experience and a stronger dealership customer experience.
Competing on Relationship, Not Price
If you do not build a relationship, you end up competing on price.
Cars are easy to compare online. The dealer with the lowest price may win the sale.
The better path is to win on trust, service, and care.
Q&A
Question: Why does Chris Collins argue that workshops alone are not enough for service managers and service advisors?
Short answer: He says a one-time workshop can create short-term energy, but it does not give enough support, tools, or follow-up. Real change needs ongoing coaching, clear action steps, and a group that helps people stay on track.
Question: What does 90 days to your best month ever mean in this context?
Short answer: It is the company goal to help a dealership improve fast. The text says some stores saw major gains in customer pay sales, net growth, and profit in about 90 days.
Question: Why does the text say sales training does not translate well to service advising?
Short answer: Service is not a hard close. It is a trust job. The advisor must help the customer feel safe, explain the need, and bring them back again later.
Question: What kind of customer experience does the system aim to create in the service department?
Short answer: It aims to make the visit calm, clear, and personal. Customers are greeted fast, given direction, and treated like people, not transactions.
Question: Why is customer retention especially important during a market downturn or recession?
Short answer: Fewer people buy new cars in a downturn, so service becomes more important. If a store loses service customers, it can also lose future vehicle sales to other brands.
