#49 – How To Scale Up and Grow

On this week’s show, Chris “The Bulldog” Collins and co-host Gary “G MAN” Daniel talk about how to scale up and grow your Service Drive.

First, the service drive guru’s get a quick update on Gary’s health following his recent blood test. The conversation opens up as Chris talks about Gary’s electric skateboard, trying to discover what Gary thinks a healthy American male looks like. Hilarity ensues as they discuss Domino’s pizza apps, Chris buying and controlling a stand-up treadmill desk for Gary and Gary’s mid-life crisis Fixie bike. Wrapping this segment up, Gary REVEALS his new cholesterol score to which Chris goes into “improv” doctor mode.

The conversation moves onto the main topic of the week – SCALING AND GROWING YOUR BUSINESS. Chris’ first tip is: “you have to think of things as systems that are scalable.” Compartmentalizing the groups within the service drive and establishing how many staff members you need. Chris and Gary then discuss the mindset of growth and putting yourself in a position to cope and have solid control as the business goes to the next level. They also bring up that there is no cap to that growth, you can always improve.

In this week’s show, the leaders in SERVICE DRIVE TRAINING break down the tips and tools to scaling up your business and giving you the vision and mindset to take on that growth.

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#48 – The Keys To The Financial Statement

One of the most important things for a leader to be able to move up the ladder is to understand FINANCIALS”.

On this week’s show, Chris “The Bulldog” Collins and co-host Gary “G-MAN” Daniel discuss the keys to understanding the financial statement and how in just simply understanding the financial statement correctly can dramatically increase profits and create effective workflow systems.

Before the main topic of the week, Chris wants to discuss Gary’s new hobby…long-boarding. As it turns out it’s not just any longboard, “but the Ferrari of longboards” with a wireless remote triggered engine. Gary’s relives a dramatic story/situation that happened on the Venice Beach boardwalk the other week. Following this Chris wants to have the “mid-life crisis conversation”. As Chris asks what Gary will purchase for next car, they discuss classic cars and some of their own car history including the cars on their dream list.

The experts of the Service Drive then move onto the main topic of the week – financials. Chris opens up the topic talking about how managers aren’t paying enough attention to the financial statement and focusing too much on gross. Chris and Gary break down what you need to be looking at when you’re going through and working with financials – profit is the bottom line, “we’re in the business of making money”.

Gary reminds Chris of when he taught him how to understand financials many years ago, using a pen and pencil instead of Excel spreadsheets. Both Gary and Chris discuss how difficult it was and how it made them feel almost stupid “it took me until the 5th or 6th time to get it”. But it’s just repetition and learning how to work and understand it, as Chris states “it’s a living and breathing thing… you don’t have to be a maths whizz…you just need to learn it”. Understanding expenses, net income, gross income, effective labor rate, the gross profit percentage, and realizing how your financial metrics function helps create CLARITY in the business as it touches so many various components, resulting in better systems and the tools to scale and grow your SERVICE DRIVE.

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#47 – Service Advisors That Over-Deliver

Service Advisors that over-deliver and how to build a team that goes above and beyond to fulfill the amazing customer experience.

First, the SERVICE DRIVE guru’s joke about Gary’s cholesterol issues as he’s just had his blood taken, in addition to Gary revealing his new tattoo! They then move onto the main topic this week of Service Advisors who over deliver and those who “almost see the business as their own and have an overwhelming care for the customer”. Chris then breaks down a good hiring process, a system that he uses to hire the “over-deliver” type of advisor. Chris and Gary break down the TIPS and TOOLS on how to create a perfect system and work environment so that advisors can function at a top level, in addition to highlighting the factors that inhibit them from fulfilling that potential.

This week’s show is a great snack-sized episode that will help improve your Service Drive systems and give you the tools to get your advisors to the elite level.

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#46 – Essential Business and Leadership Books

Chet Holmes’ book The Ultimate Sales Machine.

Gary discusses one of his favorite books ‘The Ultimate Sales Machine’, in doing so he mentions that it would be in his top 5 favorite business books of all time. This sparks a debate that triggers the rest of the podcast as Chris brings up other books that would knock The Ultimate Sales Machine out of his top 5. They look at must-read books that have changed the business and leadership sphere, having a conversation about their best points, tools, and takeaways. As always these involve some funny stories!

This week’s show is great if you’re looking for some essential reading or looking for a great reading list that will help inspire you to go further in the SERVICE DRIVE. As Chris states, “the list is the creme-da-la-creme” of business books.

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#45 – Staffing For The Peaks Not The Valleys

On this week’s show, Chris “The Bulldog” Collins and co-host Gary “G MAN” Daniel discuss staffing for the peaks and not the valleys.

As part of the tradition, before the SERVICE DRIVE gurus break down the tools and tips on staffing for peaks, they get caught up on their recent activities. Gary had a meeting with the managers of a hotel to hold the Chris Collins Top Dog Event 2017 at their hotel. To show their interest and to entice to do the event at their location, they brought Chris and Gary a beautiful porcelain dog, but it wasn’t an English Bulldog – find out what they gave them on the show.

Gary decides to try Chris’ tequila and his eyes water (see the trailer!). Gary also brings up that he has a tattoo appointment this weekend but still unsure what to get, maybe a sprocket, a gear. See what tattoo he got in a couple weeks!

The Service Drive leaders then move onto the main topic of the week – staffing for the peaks and not the valleys. Chris states “the thing we keep fighting in our industry is retention with customers but we keep making SERVICE ADVISORS write more and more customers”. Chris and Gary look at how you hire for the peaks, addressing the culture of the business, and delving into the fundamentals – SYSTEMS, SYSTEMS, SYSTEMS. They break down the specific tools and tips you need to make sure you’re prepared for those busy times and not functioning at high-value in the quiet times.

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#44 – Six Tips To Create A Menu That Will Increase Your Profits

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.com

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#43 – Customer Anxiety

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.

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#42 – The Top FIVE Ways To Train Your Team

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.

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#41 – Women in the Service Drive: SDR SPECIAL

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.

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#40 – Execution: How To Get Your Team To See Your Vision

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.

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