Chris “The Bulldog” Collins and co-host Gary “G MAN” Daniel discuss how to create a profitable menu that will guarantee to increase your Effective Labor Rate (ELR).
The leaders in the SERVICE DRIVE break down SIX crucial steps to creating a perfect menu that WILL increase your ELR. This is a content rich show that hits straight to the point! or six, seven, eight points in this case! Talking about how you can connect with your parts manager Chris tells a story from when he sat next to Bryan Adams on a flight and used a technique to break the ice and start communication rolling.
In this week’s show, the guys put back a lot of the fun talk and banter and deliver some great TIPS and STEPS to greatly improve your menu and increase your ELR. Get your FREE MENU and explode your profits here – menu.chriscollinsinc.comAlso available on:
Customer anxiety in the Service Industry. Chris states – “in service, it’s unique, unlike any other industry, because the sale and the retention is based on TRUST”.
The show kicks off with the SERVICE DRIVE guru’s joking about being sick last week and missing last week’s episode.But that didn’t stop the Bulldog from working. He talks about his trip down to San Diego to Stone Beer Brewery to do research for his new book. He discovers some clever marketing techniques as well as beer being super high on the glycemic index!
This moves onto the main topic of today CUSTOMER ANXIETY. The guys discuss what causes customer anxiety, what frustrates customers before even coming into the dealership and what eventually drives customers away. They look at decision fatigue, issues of waiting, no direction, not making the customer feel important and other problems surrounding the customer experience that may cause customer anxiety. Gary talks about how people feel psychologically when they go to Disneyland. They are excited and are in a fun mindset when they arrive but when they see the lines and the waiting times for the thing they were initially excited about, this mindset shifts. Gary furthers this by talking about going clothes shopping with his wife and how customer service works in other industries – jokes and insightful tips follow! They relate all this back to the service drive and give you specific tools, all the way down to how many advisors you should need, in order to create a thorough understanding of the way customers think.
This is MUST LISTEN EPISODE for the getting into the CUSTOMERS MINDSET. How are the customers feeling when they see lines, people cutting in front, no one approaching them to help, confusing responses. The leaders in the SERVICE DRIVE industry guide you and give you the tools and steps in how to deal with customer anxiety effectively. If you would like to get more on the topic click the link below to get Chris’s selling DVD program Service Drive Judo.Also available on:
The top 5 ways to train your team. These insightful tips will give you some new directions in which you can make training more effective.
The show kicks off with Gary tasting his bourbon of the month. Gary loves it, Chris tries the smallest sip and doesn’t seem too impressed, even our in-house producer Lucas gets involved. This leads to a discussion about the Beard competition Jair and Mario ran on the social media platforms, and how kindly Homer Cut’s, a good friend of Chris’, donates his beard oil for the competition. Chris highlights the passion, the care and the attention to detail that Homer puts into his craft, and how that is something missing in the world… a true love and passion for what it is you do. See the link below to get involved in Homer’s amazing products.
In this content-rich show, Chris and Gary break down THE TOP FIVE WAYS to have effective training in your company. They reveal the tips and insight into how training is integral to growth and performance, not just for those who are struggling but for those who are in a good position – it doesn’t matter what level you’re at, training is crucial.Also available on:
Women in the work industries and more in particularly – the AUTOMOTIVE and SERVICE DRIVE industry.
On this week’s show, Chris “The Bulldog” Collins and co-host Gary “G MAN” Daniel are joined with our in-house writer and social media expert Lindsey Glass.
Lindsey takes the reigns of the show and joins Chris and Gary to discuss Women in the work industries and more in particularly – the AUTOMOTIVE and SERVICE DRIVE industry. Lindsey opens up the discussion by talking about a recent time she took her car to get serviced. Working closely with Chris for the last 8 months she does her homework and goes in armed with one of Chris’ books. After she breaks down her bad service drive experience, Chris turns the tables on Lindsey and interviews her. He wants to find out “how did you feel when you pulled up in the Service Drive” and “how could they have done better”. Chris aims to understand how Women feel when coming into the Service Drive in general and what can we do an industry to address it as is it, a male-centric industry, and how we can we improve.
They look at the Women’s power in buying decisions and overall Women as consumers. Lindsey discusses the time she was a consultant and how it can be being a consultant as a Woman. Chris addresses this using his own experience a consultant and what he faced and went up again to be successful. This consecration moves onto specific Women who work in the automotive industry and how impactful and amazing they are. Chris mentions that he was and is a forerunner for making the service drive industry less male-centric and pulling more women in the industry. Gary then talks about a friend Vikki who was a manager in a dealership, the only one in the country for BMW, and how amazing she was as a manager in an industry dominated by men.
This week’s show is integral to understanding gender identity in our industry. It will provide you insight into the Woman’s perspective when being a consumer, a manager or an advisor in your industry. Please comment below if you have had any experiences related to the show, or are working in the automotive industry and have some feelings to share.Also available on:
On this week’s show, Chris “The Bulldog” Collins and co-host Gary “G-MAN” Daniel are joined with Service Drive coach/pastor Jair Martinez and THE G.O.A.T Hassan Salem.
The shows starts out with some jokes and fun, involving topics on a bourbon that Jair got from a friend, a meeting Chris had with a Swiss friend who mentions business performance and getting in different positions to circulate blood flow to increase work performance…laughter follows as they imagine Gary trying to squat and the sounds that would come from his knees. More laughter follows as Gary slips out his “safe word”, to which the guys don’t let slip. Opening the segment, however, Chris gets some frustration off his chest about a couple disgruntled listeners feeling Chris and Gary drink and banter too much rather than provide constant content. Chris’ response… “IT’S FREE!”
Episode 40 then moves onto content. They discuss sharing your vision and getting input from an engaged team. The team’s ideas are strong so Chris recommends “avoiding barking orders from the top”. Gary furthers this by noting that if managers have a strong vision and they keep it a secret, you miss out on what could be valuable input from the guys who are in the trenches. Hassan continues on by talking about a manager he’s working with and helping at the moment who feels an insurmountable amount of pressure coming up with all the answers alone. Sharing the load can ease the pressure and sharing the decision-making and vision can make your team more committed to creating an overall success – “they can be part of the plan and part of the answers”. The SERVICE DRIVE gurus reinforce the use of a committee to help you as a leader make the final decision and it also helps the notion of accountability as they were part of and included in the process. Chris rounds this off with how important then it is to track it. “Guys might come to a decision on what they want, but they are not then tracking it daily”. Listen to the full show to hear these topics unpacked.
First, have a good laugh and then engage with some of the leaders of the SERVICE DRIVE field on one of the important topics facing managers every day. They use their in-depth knowledge and experience of owning stores, being techs, being service advisors and fixing stores daily, to pass on some key advice in today’s struggling industry.Also available on:
“Are you a prisoner in your own head?”
On this week’s show, Chris “The Bulldog” Collins and co-host Gary “G-MAN” Daniel are joined with Service Drive coach/pastor Jair Martinez and THE G.O.A.T Hassan Salem. As experts in the mindset of business performance, they pose the question “Are you a prisoner in your own head?”
Chris begins the show by using his own experiences from being in the band of making the right and wrong decisions based on being part of a team. Gary furthers this by relating it back to doing odd side jobs to make some extra income as a mechanic, but then tells the story of why he stopped and won’t do another.
The group then move onto the main points of the week and discuss what keeps managers trapped in their own mind, as Chris states some managers have “25 years of experience working against them”. Hassan looks at how managers sometimes misunderstand their own department. They think they have one set of numbers, but when they really look into it and do the digging, they are surprised to realize their numbers are not what they think they are. Hassan notes that if you are a prisoner in your own mind, you might not readdress those issues, you won’t be able to progress or approach the same issue twice. Chris then addresses this by discussing the importance of training and how if you don’t even have training on how to setup/use a financial sheet, how can you know where you’re going or what you’re doing – “there’s no road map”. Hassan and Gary finish this topic with a conversation about PRICING to understand where some managers get caught up in their own ideas of what the price should be.
Other talking points include more details on Jair being an ordained minister getting ready to marry his close friends. He seeks advice from a fellow ordained friend at a party who said he is offended by Jair’s quick and easy online qualification. In addition, Hassan and Jair are holding boot camps and coaching group meetings and discuss the issues coming up.
In this episode, the guys are straight to the point and don’t hold back on the truths of the industry. This episode is an honest approach to MINDSET and how impactful being a prisoner in your own mind can be.Also available on:
On this week’s show, Chris “The Bulldog” Collins and co-host Gary “G MAN” Daniel reveal the answer to the great technician drought.
They start off this week’s show with the frustrations that Gary endured going through the departments of the SERVICE DRIVE. Delving into the mindset of the tech, he gives you some insight into the how some techs think and what can cause friction with the advisors and what’s the appropriate way to go about dealing with those frustrations. This leads to fun, after work “happy hour” talk about going to sports games in opposite jerseys and the repercussions!
The conversation moves onto THE TECHNICIAN INDUSTRY and the mindset of the managers who need to hire, retain and grow their tech department. Using the analogy of Tom Landry and Jerry Jones, two NFL coaches who had different approaches to recruiting and growing their players, Chris and Gary look at how the managers are like coaches and are sometimes are stuck in the past holding onto the glory years and the classic team. Chris uses this point to highlight that it’s important to refresh your mindset, take off the top hat and not only improve your team but become an elite businessmen.
Following on from this discussion, Chris and Gary REVEAL THE ANSWER TO THE TECHNICIAN DROUGHT. Click the link below to find out the number one tool that is going to completely flip your TECHNICIAN DEPARTMENT and put you ahead of the competition as we lose 2 technicians for every new one coming in.Also available on:
Questions and Comments – Chris “The Bulldog” Collins and co-host Gary “G MAN” Daniel read out and respond to some your questions and comments.
Before the guys get into your questions and comments, Gary opens his new whiskey treat “the gift that keeps giving”. Chris the moves on to the interesting questions troubling some of the advisors out in the trenches. He connects with a manager who uses Chris’ book ‘Millionaire Service Advisor’ as a mandatory reading manual for those joining his team – particularly the last 23 pages. This sparks a revisit to the book for Chris who finds those pages and looks at what makes those last 23 pages so impactful.
They discover this is on step 5 of a multi-step system – so sure enough they want to see what those are and why weren’t the first 5 were not included – all is unraveled in this week’s show.
Chris then moves onto a frustrated advisor who used to be a tech who is moving to a new shop where he wants advice on how to get on better with his techs. Gary responds to this from his wealth of experience and knowledge from spending many years with his head under a hood and under the car. He gives him some precise tools and what can be fixed on what can’t. Chris, on the other hand, approaches the frustrated advisors’ emotion and how he can utilize this in a way that is effective. He looks at how having paradigms shifts and alternate perspectives on certain things can help improve relationships. To emphasize this point, Chris tells a very in-depth, personal and intriguing story from how he would deal with people in the music industry when he served as a Seattle drummer in the 90’s grunge era. It leads onto how he started consulting in the automotive industry at 24, and how he became nearly destitute struggling for that dream.
One day, with no money in his bank and in the pouring rain in Seattle, he walked into a bookshop and paid for using a credit card, a book that literally changed his life and had him in tears.
This episode not only gives you behind the curtain insight into the minds leading the service drive coaching industry, but it gives you a chance to hear what other managers, advisors, and techs are going through and feeling in the current climate of the industry.Also available on:
How to be effective with Gamification, an expertise of the Chris Collins Inc family.
Before they discuss the main topic of this show, the guys talk about cases from their own dealerships that involved customer service issues. Chris and Gary pick Mario’s brain as they pass ideas back and forth about how advisors can deal with those kind of problems and how it affects them. Resolving this, the guys bring up the relevance and the essential tool of SYSTEMS – an indispensable key in creating a complete model of success. To further the opening segment, the SERVICE DRIVE gurus bring up various topics that advisors struggle with, including facing common customer issues, coming up with direct solutions on how to fix those problems.
Before they move over to the main topic of this week Gamification, Chris asks Mario “ok so what are your top 5 tips….for dating!”This leads onto a discussion of love languages, for more onthat click the link for the full episode!
Moving onto Gamification, Mario reveals his best games for getting the advisors motivated. He discusses some of his favorite games, breaking down the rules and revealing how they create a buzz and energy that will want everyone to get involved and therefore push more sales. Mario also discusses how he comes up with the games and how they evolve and change to suit the dealership. He recommends that all the games should be taken with the base rules, ideas and concepts and then are adapted to suit the vibe of your shop. In addition, Mario talks about the games that are the most effective right now, looking at a trend of how some games really motivate advisors to do better and be more productive.
Finally, Mario looks at what holds managers back. What is the main issue that holds a manager back from making Gamification an effective tool in their tool box?…All is revealed in this next episode of SERVICE DRIVE REVOLUTION.
This week’s show has some amazing insight into the potential of Gamification. If you struggle implementing, coming up with ideas or just getting into the spirit of games in your SERVICE DRIVE, then this is must listen podcast.Also available on:
How CSI and profit can be sexy. But first, as part of SERVICE DRIVE REVOLUTION tradition, the guys start out with some catch-up talk on their week.
Chris and Gary went from Las Vegas to Washington DC.to Florida, and had some hilarious mishaps on the way. Gary just so happened to book a meeting during Daytona 500 so the city was packed. Furthermore, Gary thought it would be a good idea to book an AirBnB for the weekend, which seemed like a perfect plan. Then Chris realized Gary had read the ad wrong and booked a room in someone’s house, rather the entire house as he had intended. That wasn’t going to work for Chris so no big problem – just book a hotel room – only it was Daytona 500 and you couldn’t book a room no matter how hard you try. Listen to the FULL EPISODE to find out how they hilariously get out of the predicament! Other highlights from the trip involve finding a bookstore with original signed Bukowski books, bumping into Donald Trump’ s motorcade and discussing who would be the best sponsor for the podcast – they’re thinking Cholesterol medicine brands such as Lipitor or Prilosec.
The guys nail down onto the focus content for this week. “One of the main things that we took away from the meetings was that we need to execute and create momentum”. Chris leads this on with how guys are missing the basics. They discuss how less is more, and that the subtly can be sexy. As Gary furthers “You can have all the new sexiest equipment like the tablets, but all that stuff doesn’t matter unless you have the solid foundation”. Although tools like this can be really helpful, Chris and Gary discuss ‘ blocking and tackling’, a repetitive formula of fundamentals is what succeeds. Gary brings up Jair’ s amazing talk on‘ The Visionary Roadmap’, which looks at how companies, such as Starbucks, implement step-by-step processes to map out each moment of the customer’s experience. To finalize their point, Gary uses a case study of when he worked at Mini and how another store doing way better in profit and CSI than the store he was in. To find out what they were doing different, Gary caught a flight and was shown very simply and very quickly what he was doing wrong in his store. Click the link below and listen to the full show to find out what this simple SOLUTION was. This solidifies the logic that understanding the basics is way more effective than searching for a magic pill.
This week’ s show paves the way in mindset, leadership, and management skills. Chris will reveal the POTENTIAL of effective systems and how creating a culture of belief is the big first step. It will help takes your SERVICE DRIVE to the next level and to record-breaking results…“There is no trick, the trick is just doing it!”Also available on: