How to Retain Technicians

Christian and I had an interesting exchange yesterday. He thought I was trying to “open a loop” on him, which is an NLP thing. That’s like if I said, “Christian, I know how you can make a million dollars, but first…” and then we talk about something else, so then that loop is still in […]

Using Humor to Connect With Customers (ft. Drew Tarvin)

Nothing’s more contagious and endearing and fun than humor. Nothing bonds you with somebody as easily as humor. Nothing will improve your customer service as significantly as humor. Even just seeing somebody laugh or smile makes you want to do the same. There’s research that shows that we, as humans, have neurons in our brains […]

3 KPI’s Service Managers Are Judged On

3 KPIs you're being judged on

Being judged on something without you knowing is kind of like being asked to drive without a steering wheel, but it happens to Service Managers all the time… So that’s why today’s show is all about the 3 KPIs, or Key Performance Indicators, that Service Managers are judged on– Whether they know it or not. […]

My Top 17 Business Books of All Time

People often ask me, “Hey, did you go to Harvard or Stanford?” They assume I went to an Ivy League school. But the truth is I’m self taught and most of what I’ve learned, I either learned hands on, from taking courses, or reading books. Today, I’ve put together my 17 top business books. One […]

Dave Cissi

Mercedes Benz of St. Louis

Net/Gross went from -19.46% to 36.01% Effective Labor Rate (ELR) increase of $26 CSI rise from 93 to 94

Damon Egan

Damon Egan Sherwood Ford

CSI rise from 63 to 74 Net/Gross went from -7% to 31% Effective Labor Rate (ELR) increase of $18

Ben Cooper

Ben Copper

Net/Gross went from -4% to 13% Effective Labor Rate (ELR) increased $21 CSI rose from 93 to 94

SERVICE MANAGER SUCCESS STORIES: DON VOLK

Don Volk Denny

These are the results Dave’s seen with the Chris Collins Signature Coaching Program: Effective Labor Rate (ELR) increase of $29 CSI rise from 87.4 to 94.4 It’s taken some work, but you can’t argue with these results… and he is just getting started. Read Don’s success story below… Kudos to Don Volk and his team […]

SERVICE MANAGER SUCCESS STORIES: GARETH ROWLANDS

Gareth Rowland Honda Morristown

Congratulations to Gareth Rowlands of Honda of Morristown, in Tennessee for being a finalist in the 2017 Service Manager Challenge. Gareth joined the Chris Collins Signature Coaching Program in October of 2016.  As a former athlete, Gareth is familiar with how to win, he just needed a coach to show him the playbook. Here are […]

SERVICE MANAGER SUCCESS STORIES: MIKE RABBITTS

Johnson City

Congratulations to Mike Rabbitts of Johnson City Ford in Johnson City Tennessee for being a finalist in the 2017 Service Manager Challenge. Mike joined the Chris Collins Signature Coaching Program in October of 2016.  After the 2008 financial crisis, he transitioned into the car industry and has since developed a bustling service drive. Here are […]