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Unlocking Excellence: Insider Secrets of Elite Automotive Service Managers

elite service manager

Hey there, Chris Collins here! I’ve been in the automotive industry trenches for over 25 years, and I’ve seen it all when it comes to service managers. Some struggle to keep their heads above water, while others seem to effortlessly lead their teams to success. So, what’s the secret sauce that separates the average from […]

Mastering Customer Communication in the Service Drive 

Customer Communication

Chris Collins here. If you’ve been in the Service Drive for any length of time, you know that customer communication can make or break your success. It’s not just about what you say, but how and when you say it. In this post, I’m going to share some insights on how to master customer communication […]

Elevating Your Service Game with Unreasonable Hospitality 

unreasonable hospitality

 I recently had the pleasure of sitting down with Will Guidara, former co-owner of Eleven Madison Park, a restaurant that earned three Michelin stars and was named the best in the world in 2017. Our conversation centered around the concept of “unreasonable hospitality,” which is the central theme of Will’s best-selling book and the guiding […]

Be a Teacher, Not a Preacher: Effective Service Manager Training 

service manager training

As a Service Manager, have you ever found yourself wondering whether you should be a teacher or a preacher? It’s a question that I’ve asked myself countless times over the years, and I’ve come to realize that the answer is clear: if you want to create a winning culture in your service department, you need […]

Eliminate Comebacks: The Silent Killer in Your Service Department 

eliminate comebacks

Comebacks are the silent killer that can slowly erode your dealership’s reputation, customer loyalty, and bottom line. If you’ve been in the automotive industry for any length of time, you know that comebacks are a major problem that can cost you big time. But despite the devastating impact they can have, most dealerships don’t have […]

Is Technology Hurting Your Service Department Communication? 

Technology has become an integral part of our daily lives in today’s fast-paced world, and the automotive industry is no exception. Service Departments across the country have eagerly embraced various technologies to streamline processes, increase efficiency, and improve the overall customer experience. However, as someone who’s been in the automotive industry for over 25 years, […]

Video Inspections in Service Departments: Hype or Game-Changer? 

Video inspections

In the world of Automotive Service Departments, it seems like there’s always a new “magic pill” promising to solve all our problems and skyrocket our profits. Lately, the buzz has been all about video inspections and tablets. But are these technologies really the game-changers they’re cracked up to be? Let’s separate the hype from the […]

How to Eliminate Bad Attitudes Permanently in Your Service Department 

eliminating bad attitudes

Dealing with bad attitudes that start to affect the Service Drive is an all-too-common predicament for Managers. Left unchecked, negativity spreads between Advisors faster than a flash flood. Before you know it, you’ve got complaining customers, plunging car counts, and payroll well above profits.  So today, we’re going to talk about how to effectively eliminate […]

Why Your Service Manager Fails at Driving Profit

service manager profitability training

Far too often Dealership Principals ask me – why can’t my Service Manager optimize shop profitability? They handle the day-to-day fine enough, keep customers happy and techs busy. Yet our bottom line never seems to improve. What gives? I’ve been fielding this question for years but there’s a reality you may not want to hear, […]

Squeezing Every Last Drop of Profit from Your Mobile Service

mobile service profitability

Wondering how to maximize mobile service profitability? Coach Christian and I recently discussed mobile service best practices, and I realized many departments leave easy money on the table.  Most Dealers view mobile service as merely a cost center rather than a strategic profit possibility. With the right systems, mindsets, and execution, mobile presents immense revenue […]

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