Managing a service department may appear to be an endless game of catch-up. Margins are tight, customers are tough to please, and old habits often stand in the way of progress. You might wonder if there’s a way to turn things around without completely overhauling your business overnight or getting stuck in another cookie-cutter solution that doesn’t work.
Chris Collins’ training offers a different approach. It is not about band-aid solutions or further suggestions that you have already heard a thousand times. It’s about proven systems that focus on consistency, accountability, and building a sustainable framework for profit and customer satisfaction. With tools ranging from in-person coaching to straightforward books, Chris Collins makes change manageable and results possible.
If you’re tired of feeling stuck and ready for solutions that actually deliver, keep reading to see how this training can help transform your team and your bottom line.
Key Takeaways
- Chris Collins built a consulting firm based on fixing service department inefficiencies and rejecting the status quo.
- The “Bulldog Mentality” philosophy champions resilience and active engagement over taking the easy path.
- Prioritizing service department growth over sales exponentially increases a dealership’s overall value and borrowing power.
- Flexible training formats range from 24/7 on-demand video platforms to intensive in-person coaching sessions.
- Specialized courses teach managers financial literacy and help advisors build long-term trust with customers.
- Gamification and culture-focused tools improve employee morale while reducing staff turnover and discipline issues.
- Management software allows leaders to track individual training progress and benchmark performance against national competitors.
- A 30-day money-back guarantee backs the program, supported by a high client retention rate.
The Journey to Expert Consultant
Everyone starts somewhere, and for Chris Collins, that beginning was humble. His career in the automotive industry kicked off in the car wash pit at a local dealership. It was hard work, but it was the entry point that eventually changed everything. While working his way up to becoming a service advisor, he gained a front-row seat to the chaos that plagues the industry. He noticed inefficiencies, unhappy customers, and broken processes that seemed to drag the business down like a sinking ship. Instead of accepting the status quo, he decided to make friends and implement consistent processes, a decision that drastically increased the department’s profitability.
This success was not a fluke, and he soon realized that his unique approach could benefit service drives everywhere. Collins transitioned into consulting, eventually founding Chris Collins Inc. to share his methods with the wider automotive world. Over the past 25 years, he has built a team of coaches and distilled his systems into books, online courses, and in-person training programs. His goal is to help dealerships implement consistent processes that pull them out of the red and create a winning culture.
Core Beliefs and Philosophy
With a solid understanding of where this expertise comes from, we can now look at the core values that drive these results.
● Passion is Key
Success in this industry requires genuine enthusiasm and dedication. Collins believes that you must be passionate about your business. If you spend your working hours daydreaming about what you will do after work, you are simply in the wrong business. Engagement is non-negotiable.
● The “Bulldog Mentality
The philosophy here centers on resilience. The company specializes in training employees in the “Bulldog Mentality”. This mindset enables dealerships to overcome obstacles to profitability. They view themselves as “self-made underdogs” who love a challenge. The belief is that success is always sweeter after you have gone through hard times. They do not believe in taking the path of least resistance or doing things just because they are easy.
● Breaking Tradition
One of the biggest hurdles in the automotive industry is “the way we’ve always done it.” Collins is the mortal enemy of complacency. He does not believe in finding new ways to do the same old things. Instead, Chris Collins’ training focuses on “torching convention” and breaking new ground. The goal is to establish entirely new frameworks that blow away the competition. The approach is designed to shake things up because conventional methods often fail to produce results.
● Focus on Service over Sales
This is a critical distinction in the Collins philosophy. Many dealers assume the sales department is the most important aspect of the business because they think “that’s where the dough is at”. They are wrong. Boosting the revenue of your fixed operations (service department) will exponentially increase the value of the dealership. A robust service department allows owners to borrow against revenue and get additional perks from manufacturers. Ultimately, when it is time to sell the business, a strong fixed ops department commands a much higher price.
Chris Collins Training Programs and Services
Now that we understand the philosophy, let’s explore how these beliefs translate into actionable training programs.
● Service Drive Revolution On-Demand
This is the core educational platform. The Service Drive Revolution On-Demand program offers training designed to introduce a greater level of accountability into the service department. It is accessible 24/7, 365 days a year, meaning teams can train whenever it suits their schedule. There are no long-term contracts and no hidden fees, offering flexibility to business owners. The content is constantly updated to ensure it remains relevant, rather than relying on outdated “tribal knowledge”.
● Signature Coaching Group
For those who need hands-on help, there is the Signature Coaching Group. This is not just about watching videos; it is about active implementation. An accountability coach spends a week in the service department. They walk employees through the new systems and processes designed to shatter quotas. This helps owners who feel stuck or reactive to finally start making forward progress. The goal is to skyrocket profits and customer satisfaction through direct intervention.
● DIY Books
Some managers prefer to learn at their own pace through reading. Collins offers a “DIY college degree” option through his comprehensive books. Titles like “The Irreplaceable Service Manager” and “Gamification: Playing for Profits” provide straight-shooting advice. These resources give actionable steps to maximize fixed absorption and retention without university applications.
Also Read: Boost Fixed Operations in Dealerships for Growth
Specialized Courses for Every Role
Beyond general training, there are specific courses designed to elevate every single role within the dealership.
● Service Manager University
Service Managers control more gross profit than almost anyone else, yet they often receive the least training. Service Manager University (SMU) fixes this. It teaches managers how to read and comprehend financial statements, a skill many lack. The course covers how to build menus that convert and how to increase the Effective Labor Rate (ELR) by $15 to $25 using new pricing strategies. It builds unshakable confidence, allowing managers to lead effectively rather than just putting out fires.
● Service Advisor Academy
Advisors are often mistakenly treated as salespeople. Collins argues that advisors are actually “customer collectors” whose success is based on trust. The Service Advisor Academy teaches staff how to connect with customers on a deeper level using the “Circle of Trust”. When customers feel safe, sales happen naturally and consistently. This training shifts the focus from a one-time transaction to long-term success by keeping the customer returning.
● Technician Tree Recruiting
Finding good mechanics is a crisis in the industry. It is estimated that the industry loses two technicians for every one new entrant. Technician Tree Recruiting walks managers through the steps to recruit and build a balanced mix of technicians. This system helps shops get the production capacity they need to hit big sales numbers. It is a strategic approach to hiring in a tough
● Technician Sales and Time Management
Technicians are taught how to fix cars, but rarely how to manage their time for flat-rate pay. This course teaches them how to make smart time management decisions and how to increase their hours by selling more in tandem with advisors. Getting technicians and advisors “rowing in the same direction” is crucial for overall shop success.
Also Read: Dealership Finance Tips to Grow Profit Consistently
Tools for Culture and Customer Service
Technical skills are vital, but creating a positive culture and connecting with humans is what keeps customers coming back.
● “Pet the Dog” Customer Service
In a world dominated by social media and reduced human contact, people are desperate to connect. “Pet the Dog” is a course focused on the vital importance of showing customers you care about their needs. Even if a dealership is the best technically, a lack of connection will cause customers to walk away. Great customer service costs nothing but is impossible to execute if you are unenlightened. This training ensures everyone who interacts with a customer knows how to deliver a memorable experience.
● Gamification
Work should not be a grind. The Gamification course provides tools to make a permanent change in how the sales team operates. By introducing games and competition, morale improves, which directly leads to more sales and better customer satisfaction. Practically, this also lowers turnover and reduces discipline issues like tardiness. When the team loves coming to work, the business creates more profit.
● “Pops” Morning Meetings
Morning meetings can be boring, but they don’t have to be. “Pops” are turnkey video meeting starters designed to do the heavy lifting for managers. These short, insightful videos cover common topics like overcoming decision anxiety, body language, and problem-solving skills. They transform the team from “game-players to game-changers” and start the day off with inspiration.
Management and Accountability Features
To ensure these systems work, specific management tools are provided to keep everyone accountable.
● Super Admin Access
Accountability requires oversight. With Super Admin access, the OnDemand account is available to the entire staff as needed. Owners can add Service Advisors, Technicians, BDC personnel, and support staff to the platform. Each person gets their own account, allowing the manager to monitor individual progress and improvement. This feature lets leadership share the wealth of knowledge while guiding the team.
● Training Reporting
You cannot manage what you do not measure. Training Reporting allows managers to instantly check the status of their personnel’s training progression. It answers critical questions: Are certifications up to date? What is the technician’s progress? If staff need more training in specific areas, such a tool highlights those gaps. This puts the manager in the driver’s seat to build the strongest possible staff.
● The Comp
Competition drives performance. The Comp is proprietary software that lets Service Managers see exactly how their peers across the country are performing. It allows them to learn what works and what doesn’t by benchmarking against the best. It creates a fun, rewarding environment where advisors compete for prizes and strive to become “Top Dogs”. You cannot win if you do not play.
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Bonuses and Guarantees
When you join, you will receive more than just courses. Expect to get a suite of bonuses designed to fast-track your success. This includes a Service Menu Builder to fix pricing strategies, the 17 Laws of Leadership to earn team loyalty, and Monthly Virtual Advisor Trainings to overcome specific obstacles. You will also gain access to Top Dog Underground, where managers compete for cash prizes.
But wait, there’s more!
We stand behind these systems completely. The program comes with a personal 100% money-back guarantee. If you do not love the system and the perks within the first 30 days, Chris Collins Inc. will return your investment with no questions asked. This confidence comes from a client retention rate of almost 99%, proving that once dealerships experience these results, they stay for the long haul.
Frequently Asked Questions (FAQs)
The programs boost customer satisfaction and retention while significantly increasing dealership profits. Managers also learn to build cohesive teams that operate with higher accountability.
Consistent processes get departments in sync to help teams operate with greater efficiency. Improved scheduling techniques clarify roles and allow advisors to spend more time with customers.
The approach uses field-tested strategies to replace outdated systems with completely new frameworks. Customizable coaching focuses on accountability to ensure the new methods produce actual results.
Technicians learn to manage time better and work with advisors to increase their billable hours. Advisors practice building trust with customers, which leads to easier sales and higher retention rates.
Bottom Line
So, if you’re ready to take your service department to the next level, Chris Collins’ training is your solution. Whether it’s through our powerful books, proven systems, or coaching programs, we’re here to help you boost profits, improve customer retention, and create a winning team. Why settle for average when there’s a proven path to greatness? Take the first step, share this article with a friend in the industry who needs a boost, and let’s help the entire industry level up—one dealership at a time!
Achieving and exceeding your goals is possible when you have the right systems in place. With Service Drive Revolution OnDemand, you’ll gain access to the proven systems that have made thousands of SERVICE MANAGERS IRREPLACEABLE. Start transforming your department today!
Need help updating your playbook? Let us know how we can support your team’s growth.
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