Service Advisors Should Avoid THIS When Talking With Customers

When service advisors talk with customers about their repairs it’s usually a whole explanation about the parts, labor, etc. when in reality customers just want one thing.
Join in, as Chris Collins and Coach Christian try a social experiment on our podcast editor, Michael, to show what service advisors should avoid when talking with customers.
Got a question? Call us at 1-833-3-ASK-SDR
Join our Facebook Groups:
For Fixed Ops -- / thefixedops
For Independent Shop Owners -- / shopownersyndicate
Check out our Best-Sellers:
Your 90-Day roadmap to your best Fixed-Ops month ever starts here: chriscollinsin...
Millionaire Service Advisor also includes our 11-step Circle of Trust System: chriscollinsin...
Strategy specialists and training available, just click the links below:
1. Get access to two free training videos by opting in on our website: chriscollinsin...
2. Schedule a 15-minute call with our strategy specialist to accelerate your results and start seeing increased profit right away!
calendly.com/c...
Join our Facebook Groups:
For Service Advisors -- bit.ly/3H83qeT
For Service Managers -- bit.ly/3ZHjbBK
For Dealers / General Managers -- bit.ly/3wgF7WJ
For Independent Shop Owners -- bit.ly/YTRSOSgroup

[@Widebody_Matt]

As a tech turned advisor, this is the best video I have seen in a while 😂😂

[@jordanknowles5411]

Great experiment! And one of the many reasons im an extremely successful advisor in the top 5% of every measurable metric. I was born to do this. And love doing it every day.

[@Chriscollinsinc]

Awesome.. happy to hear it Jordan

[@melissawilliams7409]

TIPM is a Chrysler thing.

[@Mrchowho92]

My Audi needs 7 tip-ums. Tried calling shops for estimates and they vary from 147.00 to over 3,540.00 -Im lost and think my service advisor is stuck in a time machine trying to figure out what day it is. Why is my check engine light on? I opened the hood, checked my engine and it's STILL there! I repeat I checked the engine and it's still there!

[@nohandletobehad]

Yeah after COVID tip-ums are very hard to find that's why they are so high

[@BeeKaye]

OMG hilarious. I want to hire Michael to work in my parts department for comedic relief. I’m putting him on the front counter.

[@danielsimpson8929]

You guys forgot to add the alignment job in for cost of the knuckle. The cv axle too dependant on model. Also I've never just sold a cv boot. Labor to change an inner boot... more worth while to replace the axle with one that carries a lifetime warranty. TIPM... man these can be electrical diagnostic heavy. Thank you Ram 1500's.

[@christianlafferty4106]

Right on all accounts, Daniel. Definitely forgot about the alignment. I probably could have done a better job of describing the knuckle, but frankly, as an advisor, I rarely explained much past the point of it is an integral part of the suspension. That usually sufficed with the customers and I had enough rapport that they trusted that it was needed. When selling CV boots, typically, on those older Subarus and older Nissans and Infinitis, they went through outer CV boots like they were going out of style. Always replaced the axle when the inner was bad too (Man those OE Axles were pricey!). TIPMs sure are temperamental!! Thanks for always tuning in, Daniel!

[@raimundgruner7359]

😱🤓🤮🤡💯🤣

[@Hugais01]

TIPM? poor guy, you set him up for failure 😂

[@r2techwerk]

Never heard tipm. Engine Fuse Distribution block. Learn something new today about Tipm. Steering Knuckle or spindle

[@MiamiBomber]

Lmao, TIPM (Totally Integrated Power Module) yes, Totally, not Total

[@MiamiBomber]

TIPM contains not only fusible circuits but relays too. So when your fuel pump relay goes out, get ready to drop a stack lol

[@Trinibad718]

Tmps

[@vr2jetta]

Hey Christian! So this is what you have been doing since you left VW?? lol! Good to see you're doing well. James...

[@christianlafferty4106]

James!!!!!!!! I am literally living the dream. Thanks for tuning, in and I hope you are doing well also.

[@vr2jetta]

@@christianlafferty4106 I am. I have a channel I started myself, as you can see, and it’s doing quite well! I can’t believe I just stumbled upon this channel and found you! I’m still at VW but I have a plan. I’ll be sure to subscribe and support! Stay well my friend!

[@christianlafferty4106]

@@vr2jetta Saw the channel. LOVE IT!!! Also subscribed. Talk soon. CL

[@ajholstconsulting]

By far the funniest episode

[@seancabanban7343]

WHY DID HE SAY OREGON LIKE THAT😭

[@kenthowell7829]

So you are putting out information to help us write service and you guys have no idea about the parts either. Nice job.

[@Chriscollinsinc]

Not sure what you mean Kent... Michael is a part of our great film crew. He has no experience in the automotive industry, so he's a good representation of the customers service advisors assist. This experiment was just a fun way to show what not to say to customers.

[@benjaminschmitz1736]

Chris literally explained the entire set up.....did you even watch or listen?

[@kenthowell7829]

Yes 10:40-10:50 how is this correct. The cv axle goes through the bearing that is bolted in or pressed in the knuckle. How else would it turn the wheel in a fwd or in 4x4. The cv boot is not the top or tip in any case

[@danielsimpson8929]

@@kenthowell7829 you should watch the pet the dog video. Being a service advisor isn't about knowing as much as the mechanic. It's about long term customer relationship building. And yes the knuckle is above the cv boot. It's also below. Infact it's all around it. Saying it's above it is no more correct than incorrect. Unless it's rwd and we're talking about the FR knuckle which has no cv boot at all. Lastly, do you think you might build better relationships with polite and insightful questions? Or is it better to be quick to judgement?

[@sarahgorilla]

For god sake go do a mechanic course or something and learn mechanic properly🤦‍♀️ i did and im service advisor and having mechanic knowledge helps sooooo much to understand and be credible. That guy doesnt know what he's explaining

[@alanmoreno9504]

😂