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Service Drive Revolution with Chris Collins

Service Drive Revolution with Chris Collins

De : Chris Collins
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Got a question for the show? Call us at 1-833-3-ASK-SDR! Chris Collins, the leading Automotive Service Manager Coach and Service Advisor Trainer in the world, discusses little known service drive secret weapons to help pull your service department ahead of the pack. Everything from hiring technicians, increasing dealership CSI, building relationships for long term customer retention, to increasing customer pay sales and more, is all discussed here on Service Drive Revolution. All from the automotive industries #1 go-to guy for Fixed Operations; Chris Collins. Listen, and enjoy!Chris Collins, Inc. Direction Economie Management et direction Réussite personnelle
Épisodes
  • Top Dog 2026 Coaches Roundtable Service Drive Revolution #381

    Top Dog 2026 Coaches Roundtable Service Drive Revolution #381
    Oct 26 2026
    What happens when Fixed Ops leaders stop thinking only about Service—and start looking at the entire dealership? In this special Service Drive Revolution #381 Coaches Roundtable, Chris, Hogi & Adam are joined by Chris Collins, Inc. coaches Vicki, James and Brian ahead of Top Dog 2026. The team explores this year's theme, "Transcending the Service Drive," and explains why Service Managers must understand sales, marketing, leadership and the complete customer journey. Customers see one dealership—not isolated departments—and every internal wall creates friction in their experience. The coaches also discuss the future of Service Advisors as customer portfolio managers, the human advantage over AI, how Fixed Ops leaders become General Managers and why exceptional CSI begins with genuine relationships. Plus: The "hospitality bug," coaching Advisors to connect, the Harris Effect, raising performance standards, accountability—and a few detours into Star Trek, aliens and competitive mind games. 🔥 KEY TAKEAWAYS Transcend the Drive: Service leaders must understand how Fixed Ops influences vehicle sales, retention, marketing and the dealership's total profitability. Customers See One Business: Departmental silos damage the experience because customers do not separate Sales, Service and Parts. Advisors May Become Portfolio Managers: The Advisor already owns the strongest customer relationship and can influence service, retention, trades and future vehicle purchases. Human Connection Is the Advantage: If Advisors remain transactional, kiosks and AI can replace much of what they do. Hire the Hospitality Bug: Technical knowledge can be taught. Genuine curiosity, attentiveness and the desire to serve are harder to create. Every CSI Score Belongs to the Advisor: Exceptional Advisors take ownership of the entire experience—even when another employee makes the mistake. Performance Starts With a Decision: Elite results appear impossible until someone proves they are possible and raises the standard for everyone. FAQ Q: What does "Transcending the Service Drive" mean? A: It means thinking beyond Service and understanding how Fixed Ops affects every department, the customer relationship and the dealership's future. Q: Could Service Advisors eventually sell vehicles? A: Yes. Advisors already have trust, service history and insight into when a customer's vehicle may be ready for replacement. Q: Can AI replace Service Advisors? A: AI and kiosks can handle transactions. Advisors protect their value by creating relationships, understanding customers and providing human judgment. Q: What is the "hospitality bug"? A: It is the natural desire to notice people, make them comfortable and create a personal connection instead of treating them like another repair order. Q: How can a Service Department achieve consistent CSI? A: Set clear standards, practice customer interactions, inspect the details, hold everyone accountable and make every customer feel known. Q: How can a Service Manager prepare to become a General Manager? A: Learn Sales, Parts, marketing and dealership financials while developing someone capable of taking over the Service Department. 0:05 Welcome to the Coaches Roundtable 0:54 Top Dog 2026 Preview 1:46 Transcending the Service Drive 2:26 James' Star Trek Obsession 7:03 Aliens, Conventions and William Shatner 9:41 Why Top Dog Feels Different 10:21 The Advisor Competition Gets Serious 12:35 Thinking Beyond Fixed Ops 12:54 Using AI as a Service Manager 13:32 Breaking Down Departmental Walls 14:27 Customers See One Dealership 15:09 The Future of Customer Portfolio Managers 15:43 Human Relationships vs. AI 16:35 Sales Dates Customers—Service Marries Them 16:49 Why Kiosks Cannot Replace Great Advisors 18:09 Advisors Influence the Customer's Next Vehicle 19:51 Pairing Service Advisors With Salespeople 20:43 Service Managers Becoming General Managers 23:04 Leaders Must Think Bigger 25:08 Hiring for the Hospitality Bug 26:25 The Best Advisor Interview Question 27:10 Why CSI Belongs to the Advisor 28:26 How Harris Achieved Perfect CSI 29:30 You Train People How to Treat You 31:20 The Harris Effect 32:17 Raise the Standard—and Performance Follows 33:28 Winning Begins With a Decision 34:31 Questions That Build Customer Relationships 35:39 Customers Give You Clues 39:00 Connection Requires Practice and Role-Play 42:36 The Greeter Sets the Tone 44:07 Service Managers Must Meet Customers 47:12 Accountability From a Great Coach 49:04 Women Leading the Service Drive 50:53 Final Thoughts 🛑 Service Drive Revolution OnDemand Training: https://chriscollinsinc.com/ondemand/ 🛑 Book your Profit Gap Analysis Now: https://calendly.com/byron-webster/30min 🛑 Best-selling books on making Fixed Ops a money printer: https://chriscollinsinc.com/shop/ 🛑 Got a question? Call us at 1-833-3-ASK-SDR 🛑 Want to work with the best? https://chriscollinsinc.com/careers/ 🛑 Grab Chris' Leadership Book I AM LEADER: ...
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    52 min
  • How To Drive More Traffic To Your Service Drive!

    How To Drive More Traffic To Your Service Drive!
    Oct 12 2026
    Does your Service Department really need more traffic—or are you paying to acquire customers your existing process will lose? In Service Drive Revolution #378, Chris "Bulldog" Collins, Hogi and Adam break down how dealerships and independent repair shops can increase repair-order traffic without relying on ineffective blanket coupons or expensive advertising. The team explains why retention should come before acquisition, especially when many dealerships lose customers after the warranty period. They cover appointment reminders, declined-work follow-up, lost-customer campaigns, social media storytelling, local events, AEO visibility and the strategic role of a properly managed Service BDC. Chris also explains why Service Departments should stop posting generic vehicle content and start telling stories about customers, lifestyles and vehicle ownership. Plus: How to track marketing with dedicated op codes, why BDC employees should be compensated for customers who actually show up and why a great customer experience remains the most powerful traffic strategy. 🔥 KEY TAKEAWAYS Retention Before Acquisition: Keeping an existing customer is easier and less expensive than purchasing another one through advertising. Fix the Experience First: More traffic only exposes a broken phone process, long appointment delays, weak communication or poor customer experience. Use Multiple Reminder Channels: Schedule the next visit before the customer leaves, then use stickers, email, direct mail and phone calls. Recover Lost Opportunities: Call customers with declined work, missed appointments and overdue maintenance. Tell Stories on Social Media: Lifestyle, personality, expertise and real customer stories outperform generic vehicle photos and promotional posts. Prepare for AI Search: AEO helps dealerships and repair shops become visible when customers ask ChatGPT and other AI platforms for recommendations. Use Events to Build Relationships: Car-care clinics and partnerships with complementary local businesses create traffic, loyalty and vehicle-sales opportunities. Turn the BDC Into a Force Multiplier: Compensate BDC representatives for completed shows—not appointments—and use them for outbound campaigns and no-show recovery. Track Every Campaign: Dedicated op codes reveal whether incentives and promotions generated incremental traffic or merely discounted existing customers. Stop Blanket Discounting: A coupon redeemed by someone who already needed a tow did not create the repair order. FAQ Q: How can a dealership increase Service Department traffic? A: Start with retention, reminders, declined-work calls, lost-customer campaigns, social media, local events, AI visibility and a properly managed Service BDC. Q: Why is customer retention better than advertising? A: Acquiring a new service customer can be expensive. If the experience remains poor, the dealership pays for a customer who visits once and leaves again. Q: What customers should a Service BDC contact? A: No-shows, customers with declined work, overdue maintenance customers, lost customers and owners who have not used prepaid services. Q: Should BDC employees be paid for appointments? A: Chris recommends rewarding completed shows. An appointment has little value if the customer never arrives. Q: How should a Service Department use social media? A: Share useful expertise, customer stories, vehicle lifestyles and the people behind the department—not only promotions and delivery photos. Q: What is AEO? A: Answer Engine Optimization helps a business become understandable, verifiable and recommendable when customers search through AI platforms. Q: Why don't generic service coupons work? A: Many are redeemed by customers who were already coming in, meaning the dealership discounts work without generating incremental traffic. Q: What is the best way to increase repair-order count? A: Make service easy, answer the phone, reduce appointment delays, communicate consistently and give customers an experience worth returning to. 0:00 How to Drive More Service Traffic 2:50 Repair-Order Disclaimers and Vehicle Damage 4:53 Why Customer Relationships Beat Being Right 8:02 What Top Dealerships Do Differently 10:01 The Energy of a High-Performing Service Drive 12:15 Broken Windows and Broken Businesses 14:17 Top Dog 2026 Preview 22:14 SDR Academy and Consistent CSI 23:14 Why Service Traffic Is Declining 25:22 Retention vs. Customer Acquisition 26:24 Appointment and Maintenance Reminders 28:02 Declined Work and Lost-Customer Calls 29:04 Social Media for Service Departments 34:14 Tell Stories Instead of Posting Promotions 36:05 SEO, AEO and the Future of AI Search 38:34 Events and Car-Care Clinics 39:12 Fix the Customer Experience First 42:41 Service Advisors vs. the BDC 45:00 Recovering No-Shows 46:21 Turning Monthly Losses Into Daily RO Goals 48:12 BDC Phone Training and Role-Playing 51:30 Tracking Campaigns With Dedicated Op Codes 53:21 Why Blanket Coupons Fail 56...
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    1 h et 1 min
  • Best Service Advisor Training Has... | SDR Live #378

    Best Service Advisor Training Has... | SDR Live #378
    Oct 5 2026

    In this episode of Service Drive Revolution, Chris "Bulldog" Collins, Hogi, and Adam expose why traditional sales-heavy coaching fails, and prove why our proven approach defines the gold standard for Service Advisor Training.

    Discover why treating advisors like high-pressure retail salespeople alienates customers, and learn how true Service Advisor Training focuses on consumer psychology, building lifelong trust, and treating your desk as a business inside of a business. The team also breaks down the brutal realities of making the jump from advisor to manager, major industry shifts like Amazon's entry into new car sales, and what it really takes to master fixed operations leadership.

    🔥 KEY TAKEAWAYS
    - True Service Advisor Training proves that service advisors are not traditional salespeople; their real power lies in building trust, making friends, and collecting long-term "key throwers".
    - Conventional, sales-heavy Service Advisor Training that forces heavy-handed closing techniques and objection-handling creates an adversarial relationship that drives customers away.
    - The absolute best Service Advisor Training must be backed by an operational system designed to support advisors without overwhelming shop capacity and workflow.
    - Moving from an advisor to a service manager is not an easier path, it demands entirely different leadership skills, high mental bandwidth, and a toolbox built for team motivation.
    - New managers must avoid the trap of working harder themselves instead of coaching, inspiring, and scaling performance across their entire team.
    - The ultimate measures of a successful service department under top-tier Service Advisor Training are sustained profitability and a world-class customer experience.

    FAQ
    Q: What makes our approach the gold standard for Service Advisor Training?
    A: Our Service Advisor Training focuses on customer psychology, long-term retention, and building a business inside of a business, rather than pushing aggressive, outdated sales tactics.
    Q: Why do most third-party Service Advisor Training programs fail?
    A: Most programs fail because they are designed by generic sales trainers who have never written an RO, and they are implemented without adjusting the underlying shop workflow or capacity.
    Q: Is transitioning from a service advisor to a service manager a good career move?
    A: It is a massive shift that requires deep leadership and operational oversight. Effective Service Advisor Training helps bridge the gap, but management brings heavy responsibilities as a mentor, therapist, and problem-solver.
    Q: What are the primary focus areas of elite Service Advisor Training?
    A: Elite Service Advisor Training prioritizes seamless start-to-finish customer care, transparent communication, and symbiotic technician relations to maximize net profit and customer trust.

    #ServiceAdvisorTraining #ServiceDriveRevolution #FixedOps #ServiceManager #AutomotiveManagement #ChrisBulldogCollins

    📞 GOT A QUESTION OF YOUR OWN? Call 833-3-ASK-SDR—we answer on the show!
    🛑 SDR Live Academy Online Training For Huge Results: https://chriscollinsinc.com/op/sdr-live-weekly/?=sdrpod
    🛑 Book your Profit Gap Analysis Now: https://calendly.com/byron-webster/30min
    🛑 Best Selling books on making Fixed Ops a money printer: https://chriscollinsinc.com/shop/
    🛑 Got a question? Call us at 1-833-3-ASK-SDR
    🛑 Want to work with the best? https://chriscollinsinc.com/careers/
    🛑 Chris' Top-Selling Leadership Book I AM LEADER: https://iamleader.com
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    50 min
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