With Chris Collins, author of The Irreplaceable Service Manager. Moderated by Mike Bowers, Executive Editor at DealersEdge

Transcription

1 Just 90 Days to Your Best Fixed Ops Month Ever A plan for higher customer paid sales, hours per R.O., CSI & net profits - How to get from here to there in just 90 days. With Chris Collins, author of The Irreplaceable Service Manager Moderated by Mike Bowers, Executive Editor at DealersEdge

2 As General Manager of the number one selling BMW dealership in the Western Hemisphere, Chris Collins grew Crevier BMW to the eighth largest dealership in the United States in less than three years, from the previous position of 123rd, a growth of over 300 percent. While acting as the general manager, Collins' team broke records for all of BMW new car sales and was the number one selling single point BMW dealership in 2002, 2003, 2004, and Collins' team also broke the sales record for all of BMW for certified pre-owned cars in An impressive record for someone who started out washing cars. With over 18 years in the automotive operational industry, Chris specializes in building winning teams and increasing revenue and profitability at luxury car dealerships. Chris has been personally congratulated by BMW for heading the team that was the first to sell more than 3,000 new cars in a year. With the continuous growth, he planned, organized and oversaw a $45 million expansion. Along with that expansion, Chris looked for a way to reward his customers and found it in a coffee cup. He acquired the first ever non-corporate Dietrich's Coffee House franchise in Southern California for the dealership as an added amenity for its customers. His clients are up $3,219, year over year in C/P. On top of that, they've set a one-month record for year over year increases in customer pay labor of $222,235. One month! And that doesn't include the additional parts sales gross. In 2004, Collins helped raise $50,000 for BMW's Drive for the Cure fundraiser that benefits the Susan G. Komen Breast Cancer Foundation. He also sat on the board of directors for Career Beginnings, a non profit organization for mentoring. He has helped well over 25 independently owned dealerships. And every time the systems and approach he uses have worked. He lined everything up and then pulled the lever. Sales would increase and expenses would drop. It worked like magic. Chris has helped a lot of dealerships increase their profits and totally dominate their market. He has created a niche as a coach working completely on commission with some of the best dealers in the country. His clients are basically paying for exclusivity of his "Secret Service Society." In addition, so many people have been seeking his help that he is in the process of developing an online coaching site. His clients are pretty happy, in fact really happy. Clients include; BMW Concord, Brecht BMW, Bob Smith BMW, South Bay BMW, Puente Hills Toyota, Cal Star Mercedes, Pacific BMW, Nick Alexander BMW... Collins currently holds the record he set in 2001 for the largest year over year increase in C/P sales in the fixed operations of $1.5 million. He is directly responsible for that record and it has not been broken to this day.

3 A 90 Day Roadmap to Your Best Fixed Ops Month Ever Presenter: Chris Collins Date: Aug

4 Introduction My Background What We Will Talk About Why This is Crucial to Your Business

5 What We ll Cover How your SA s can Instantly increase HPRO Inspection System to prevent missed opportunities and maximize CP Labor Sales How to Sell Off of Inspection Sheets Why You Need To Train your SA s to sell without discounting How to Recruit And Hire Top Dog s

6 Simon Cowell Gordon Ramsey 6

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8 People are not trading their Cars for tennis shoes

9 Instantly Connect With Customers

10 Make Sure You Pet The Dog

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13 Wrong Kind Of Connection

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16 Meet James

17 His Office

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28 Hit The Sales Button And Increase Sales 2 8

29 Inspection System

30 Recipe For Success Accountability Fun

31 Process Inspection introduced to customer at time of write up Technician diagnoses original concern and inspects car Advisor calls as early as possible (TOC Technique) Customer ok s work or declines work If work is declined we remarket (Piggy Bank)

32 Accountability Go through RO s daily Re-rack cars

33 Fun Spiff Techs For New Found Work Play games with Advisors

34 Mind Map 34

35 Table Of Contents Technique 3 5

36 F/R Bulb $45 Water Pump $800 VCG $700 Front pads and rotors $550 Total $2095

37 Discounting

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39 $85 Sale $85 $ $25 Cost -$25 $60 Gross $47.25 $27.00 Personnel Exsp 45% $27.00 $9.00 Semi Fixed Exsp 15% $9.00 $9.00 Fixed Exsp 15% $9.00 $15.00 Profit 25% $2.25

40 How To Hire And Recruit Top Dogs

41 All Successful Advisors: Have a burning passion for their customers Are having fun and have great attitudes Are never satisfied with their current results Always looking for the law of a Slight Edge Have a consistent system they master and tweak consistently Learn and develop their sales skills consistently.

42 Top Dog Service Advisors Only Hire 1 s and 2 s Have Them Bring Their Numbers To The Interview Check References Ask Performance Based Questions Remember: A Winner Is A Winner

43 Performance Based Interview Questions What are you most proud of? Biggest accomplishments? Biggest Mistakes Tell Me About The Best Boss You Ever Worked For? Worst Boss? When You Walk Up To A Customer Standing At Their Car, What Are you Thinking?

44 Advisor Goals

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47 A 90 Day Roadmap to Your Best Fixed Ops Month Ever Presenter: Chris Collins