Getting customer objections is frustrating for Service Advisors. You want to help, but customers just don’t seem confident in moving forward. The truth is, every Service Advisor struggles with this at times. But overcoming objections gets easier when we have the right tools and strategies. This isn’t about blame or self-doubt. It’s about growth – […]
Well, it’s January again, and you know what that means – every dealership in the country is panicking about their repair order count! “RO count is way down! We gotta pump those numbers up, or we’ll go under!” Then, the madness ensues as Managers demand more and more volume without an ounce of strategy behind […]
The Technician shortage is looming. Baby boomers keep retiring while fewer young prospects enter the talent pipeline. So, how do you keep the all-stars you already have? Most shops play defense by cutting costs instead of investing in culture. But saving a few bucks won’t compete with the coming crisis. You need people to feel […]
Ever feel like your own Service Department works against you despite your best efforts? Like some invisible hand dealt out sluggish Technicians, impatient customers, and dismal CSI scores no matter what you try? I get it. Running a thriving shop in the black feels next to impossible some weeks. But I promise, it doesn’t have […]
When was the last time you peeked behind the curtain of your Service Department’s unapplied labor? If the answer is never, I’ve got some potentially ugly truths you need to confront. Hidden profit killers are likely lurking unseen right under your nose. But don’t worry – today, I’ll shed some light on what’s really hiding […]
It’s a new year and a clean slate as the calendar turns to 2024. Rather than set resolutions, I wanted to peer into my crystal ball and play fortune teller, forecasting some of the key trends, developments, and, yes, even baseball outcomes that could unfold across automotive in the coming year. We covered plenty of […]
So you just got promoted to Service Manager, congrats! You’re feeling pumped to make your mark on the shop and take things to the next level… until stuff starts going haywire. Angry calls pile up as Techs shrug off solutions. Falling CSI scores, but expectations stay sky-high. That shiny title now feels more anchor than […]
For many, the first frost ignites dread rather than delight. Plummeting temperatures seemingly usher in declining sales and icy greetings from customers. Most Service Managers resign themselves to a slow season of short, frozen days with little action. But what if that winter mind funk proves totally false and self-imposed? I recently sat down with […]
Chris Collins coming at you about some things I picked up in the auto-sphere this past year. A few so-called “experts” out there are making big promises about juicing up Service Departments. But between you and me, when the rubber meets the road, dealers aren’t seeing enough extra profits to justify the tab. I don’t […]
As I reflect on 2023, my biggest takeaway centers on expectations. And how poor self-esteem has dangerously fed into passive, unrealistic assumptions. Expecting people to inherently “do the right thing” without direct communication. Assuming every project would run smoother than it did. Time and again, I set myself up for letdowns by not checking my […]
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