Transmission Servicing 101 - A conversation with Kieran Stack from Service Advisor 101

00:00:00: Thanks very much for joining us today.

00:00:01: I'm Darren McKiernan, Business Development Director with Express Spares traditionally clutch and flywheel specialist but we have moved into the area of automatic transmission parts and specialist tooling over the last few years.

00:00:12: what were talking about is something that affects every workshop And thats why important work doesn't always get recommended in a way it should.

00:00:20: How better conversations can lead to better outcomes For customers & businesses.

00:00:25: This isn't just about transmission servicing, although we will chat about that specifically later on.

00:00:29: It's a wider discussion of how service advisors and garage owners or other staff communicate with customers... ...how to guide decisions…and ultimately serve the customer properly!

00:00:48: So without further ado, I want to introduce my guest Kieran Stack from Service Advisor One-O-One.

00:00:58: Kieran welcome and thank you for chatting with me today.

00:01:00: For those who mightn't have come across your work before can you tell us a little bit about your background?

00:01:05: And why are so passionate about this space?

00:01:07: A little bit About Your Book

00:01:10: Sure Thanks for having me on.

00:01:12: Dara You & i've been chatting for few years now.

00:01:15: When we're finally putting our minds together and coming up in something That's fingers crossed gonna land and hit the mark with R Well, specifically your garage owners to just push the needle in their performance and results.

00:01:26: And like you said a few moments ago To help them make more money now.

00:01:31: I left Ireland.

00:01:32: Oh Thirteen fourteen years ago when i live in Australia living Melbourne?

00:01:37: I've been in the automotive industry all my life worked In a garage from the age of thirteen.

00:01:41: always we go to university and with the CIT and cork no MTU and Yeah being working on different dealerships in in limerick My wife drive me kicking and screaming over to Australia.

00:01:54: So yeah, I've hit the ground running coming up here in working on dealerships as service advisor or service manager big operations manager And then a trainer with BMW group.

00:02:06: and if for that last five Plus years have been working myself As an independent coach trainer Support services different offerings for dealerships moving into another AI is well To modernize what we do.

00:02:20: I'm extremely passionate about what i do in terms of helping dealerships and independent workshops to drive the performance of their communication, soft skills.

00:02:29: And processes!

00:02:30: And accountability & leadership To help everyone have happier lives Have safe vehicles at the end.

00:02:37: today These are our responsibility to take care of customers.

00:02:40: Sometimes we just leave a lot things on table because were afraid to tell them what the car needs because we're spending our own wallets.

00:02:47: And again, were gonna get into this in a conversation tonight or tonight.

00:02:50: its morning where you are it's nearly eight p.m.

00:02:52: right.

00:02:52: I'm on a Friday night.

00:02:53: so yeah Again You've reached out me here.

00:02:57: help i don't know at all but ill share with ya and fingers crossed that lens hits the mark for ya.

00:03:02: Again, you asked me about the book.

00:03:04: It's a short and sweet thirty minute read to help people realize that we're not just transacting with customers We are actually making friends connecting with them And helping him come back and do business again.

00:03:14: So I've got bit of twang A half Irish half Australian accent at this stage.

00:03:18: But as we evolve Dara through his conversation it will start To have more of a clear twang.

00:03:24: so let see what happens

00:03:26: Here, when we say service advice in my view or talking about anyone dealing with the customer or vehicle owner which could be their garage owner.

00:03:33: Or whoever the point of contact is that you define it and can we apply your strategies to smaller setups without an efficient service advisor?

00:03:44: And then how would describe role as a modern service adviser?

00:03:48: Yeah there's few questions built into one there Dara I've got very simplistic views on what the advisor role.

00:03:55: Now, when I say simplistic.

00:03:57: you may disagree and go.

00:03:58: that's a little bit complicated but i'll share it with you anyway.

00:04:01: And not everyone is going to agree what I said on this.

00:04:05: again the beauty of a conversation like these.

00:04:07: people can't talk back so... But at the same time he can always disagree in your own heart & mind and thats fine!

00:04:13: At the end of day The stuff we sell in service department You cannot see smell touch taste are here Except for one item..I think I've spoke about this before Dara.

00:04:23: there only one item in the service department that we can see surround touch taste in here, do you know what it is?

00:04:30: Window wipers.

00:04:31: There ya go and the handle's movin' up-and down.

00:04:33: It's a wiper blade.

00:04:34: Yeah As the only item that a customer can factually articulate That no my wiper blades are fine.

00:04:41: Now some people would say oh they can't see the tires They cannot See The Entire Tire.

00:04:47: For one of them better word They cant see the whole thing.

00:04:50: So how could they justify How can they contradict your professional opinion and insight on that tire's total integrity.

00:04:58: They can't, but for wider base they can.

00:05:00: so when it comes to service advising And the modern service advisor what does their role entail?

00:05:04: For me The role of a service adviser is very simple.

00:05:07: It's to do two things.

00:05:09: first one Is to help customers To want to come back.

00:05:13: So I said out again its to help Customers who want to Come Back and That's Retention.

00:05:17: But there's no way i'm coming back to your workshop if the experience was crap If it sucked and was inappropriate, you would delay me.

00:05:24: You didn't update me or piss off.

00:05:26: I'm not coming back.

00:05:28: Simple as that.

00:05:29: So the result impacts future profitability.

00:05:32: Second one is It's our responsibility as service advisors.

00:05:35: to your point Workshop owners This where workshop owners can often be working on vehicles And they've got someone out front Who may not technically minded Do have a mindset That you want learn little things in bits & pieces?

00:05:50: Absolutely but you don't need to know at all.

00:05:52: In my opinion, we need about fifteen different things be it coolant or brake fluid, brake pads oil filter pollen filter spark plugs rotate and balance wheel alignment.

00:06:02: with what are these?

00:06:03: You have to explain how they work.

00:06:05: What will happen if the car doesn't get replaced?

00:06:07: However The second thing that a service advisor is responsible for Is help customers buy one hundred percent of what their car needs could benefit from One Hundred Percent Of Time And To do this.

00:06:18: you need to be able to help customers make informed buying decisions, by creating compelling messages that help the customer goal.

00:06:25: Geez I'd be crazy not to have this break for you wouldn't i?

00:06:27: Geez I'll be crazy about having coolant change wouldnt'i and our previous conversation is that... I'd Be Crazy Not To Buy This Transmission Service Wouldn'T I?

00:06:35: Yeah You Would Because Not Getting A Transmission service Done Can Cause This This And This To Happen.

00:06:40: Which Would You Prefer?

00:06:41: Yeah He'll Get The Transmissions Service Done Please.

00:06:43: So Just To Reiterate That.

00:06:44: Point Dara Is That The Rule Of A Service Advisor Is Two Things.

00:06:47: It's To Help Customers To Want To Come Back and do business with you again, all at once.

00:06:52: You're selling a hundred percent of what the car needs one hundred per cent in time.

00:06:55: our job is to help people and deserve means that helps as opposed to... And I know this from the book.

00:07:02: on page eighteen it says would you not upsell?

00:07:05: Upselling is wrong philosophy It's the wrong mindset.

00:07:08: In fact there are more than damage or ability to convert because we put this horrible commission breath or commission oriented label onto go.

00:07:17: You're trying to take advantages somewhere, you're trying rip them off.

00:07:20: You are not!

00:07:21: You try and prevent stuff from happening that could happen if you don't carry this out If you don´t replace your brake fluid.

00:07:27: What's the worst thing can happens when we don't replace our brake fluid?

00:07:29: The worst case... And one of the worst cases I have with that is because you die If YOU are NOT representing yourself in an organisation appropriately If the brake fluid was not done at a required interval Because as it goes past that required interval It starts to deteriorate.

00:07:43: Do you know exactly what its gonna fail?

00:07:45: No you dont And it's our responsibility to offer that service for customers and not doing is a disservice.

00:07:52: The number one fear of the service advisor today is rejection, and there always has been no more fear.

00:07:56: if anyone is most people with rejection.

00:07:59: they hate rejection so just go.

00:08:00: do you know what I'm not going to present?

00:08:02: Do You Know What I'll put down as a recommendation on the invoice in?

00:08:07: If They Want To Get It Done?

00:08:07: They Call Us Crap!

00:08:09: Absolute Crap.

00:08:11: Its Our Responsibility To Present In A Compelling Way That Causes Someone To Go.

00:08:14: Yep i'll get that please.

00:08:17: That's the role of a modern service advisor, in my opinion.

00:08:19: Mostly related to that is why important work gets missed then?

00:08:22: Why do you feel an occasionally workshop... Important works get mentioned but not really recommended with confidence.

00:08:30: and something that you said to me interesting when we last spoke as well was sometimes that people might put themselves in position of the customer and I'll spend their money rather than kind of staying on that advisor role then as well.

00:08:42: So why do you think important work gets missed?

00:08:44: Then is it, isn't that fear of rejection there?

00:08:47: It's an alien head, Darryl!

00:08:50: And what we'd also end up doing is... We will spend with our own water and think to ourselves gosh i could never afford that.

00:08:59: four hundred dollars for a transmission service or four hundred euros from a transmission.

00:09:04: Well, again Dara you know this better than anyone.

00:09:06: How much is the new transmission cost?

00:09:08: You don't have to answer that but it costs a shit ton more money.

00:09:12: then just carrying out with the preventative maintenance and That's what I did Is its preventive maintenance.

00:09:17: And believe me now i had these conversations today With at dealership and they were struggling for work.

00:09:22: and I'm like so you guys service A lot of four-wheel drives in your brand.

00:09:26: They're like yeah At least sixty percent Of our vehicles are forward drives Like cool.

00:09:32: What's the service interval On a transmission on insert vehicle?

00:09:37: and I had their lead technician there master technician go No, it's sealed for life.

00:09:42: And I said bullshit is sealed for like and he goes no It isn't.

00:09:45: see if you're like am i dude?

00:09:46: Its not seal-for-life because on page twenty seven of the service book its states that when vehicles are under load Under severe driving conditions and in Australia.

00:10:00: There's a lot of severe driving be it In the bush or be at long distances, I'll beat towing caravans or trolling trailers or whatever It is.

00:10:08: these vehicles are under a lot stress.

00:10:10: Actually actually haven't here in front but not gonna obviously share.

00:10:12: But its on page section two page too and says additional maintenance schedule.

00:10:19: And what it says?

00:10:20: Is that the diff oil should we done every twenty thousand kilometers?

00:10:24: and Here it says that your transfer oil Your manual or automatic transmission fluid needs to be done every eighty thousand K's.

00:10:33: and They were like show us that I share my screen.

00:10:35: And they were like we didn't know it.

00:10:37: now Please, no That this is not about taking advantage of customers and ripping them off at the end Of the day.

00:10:43: It is always the customer decision.

00:10:45: how do you take care?

00:10:46: The vehicle inside warning outside warning it doesn't matter.

00:10:50: What matters though Is that we are presenting in such a way that we go right.

00:10:55: that makes sense.

00:10:57: I'm doing this because it's the right thing to do.

00:10:59: Isn't a lot of money?

00:11:01: That depends, there is value... ...to some these people.

00:11:05: Did they really want take risk for their vehicle breaking down or one of drivers being stuck somewhere and making this up?

00:11:13: The battery goes dead and its got a fridge in back And consequence damage today For you not reporting that car needs something Now thats advisor on front house where They're the ones actually having any conversation with a customer.

00:11:27: What I don't really go too deep into, I touch on it.

00:11:30: but when you've got technicians who are not even reported because that like now...I don't think he does and they're going against the manufacturer's recommendations?

00:11:38: Like shame on you!

00:11:39: i know in the aftermarket your spread across lots of brands..i also work with some other products in the market.

00:11:47: then if you do this religiously The longevity thats promoted by the vehicle in the mechanicals of a vehicle is significant.

00:11:55: And they give you warranty as well, happy days!

00:11:58: What I will add as well... ...is that some advisors would put it down with their recommendation and then go.. ..I told the customer they weren't really interested or didn't tell them because inverted commas couldn't get through to him?

00:12:11: Then i put this down on the invoice saying just the recommendation.

00:12:14: we'll look at again next service.

00:12:17: But between now & then Suddenly, they're like not overly busy and suddenly their lead time is like a day.

00:12:23: And certainly They're running out of work by three o'clock and Not one person goes back through the job cards for The last few weeks and follows up on lost sales.

00:12:36: Because again there either lazy complacent or you don't have processes in systems to support that which Is irresponsible from a customer satisfaction perspective or a customer longevity perspective, but also from a profitability perspective.

00:12:52: At the end of day we're in business.

00:12:54: your job is to drive profitability with taking care of them.

00:12:57: at the same time.

00:12:57: it's absolutely essential.

00:12:59: It

00:12:59: makes perfect sense.

00:13:01: Ciaran under the topic of understanding customer psychology and something you've mentioned even before and you might elaborate would be fair to say when that it's more of a case, they haven't been given enough information or clarity yet.

00:13:19: And how should advisors reframe the moment instead of seeing as resistance?

00:13:25: From my perspective there is only three reasons why people don't like me and you've seen yourself in your own business right!

00:13:32: You see them with what you purchase.

00:13:33: by the way we all do this again.

00:13:36: This is my training style.

00:13:37: The majority I talk about already know.

00:13:42: And if we can just articulate things that unlock thing some people, they want it as opposed to me.

00:13:47: Just present them right?

00:13:48: So and I come from a family of teachers.

00:13:50: all my all my family are teachers.

00:13:51: My dad was the teacher my mom's a teacher.

00:13:53: i was The car guy.

00:13:54: alright enough cars and now i'm gonna go at three sixty and end up just kind Of teaching people how To be better salespeople in In the invisible shit That We sell.

00:14:03: there's three reasons.

00:14:04: Maybe don't buy please.

00:14:06: my People Don't Buy is because It Is

00:14:09: Money.

00:14:10: yeah so give Me love for money.

00:14:12: Expense how much it costs.

00:14:13: Yeah, I'm gonna cause that's called the price right.

00:14:16: so people won't buy for you because of price.

00:14:18: They go oh and get a cheaper elsewhere fine or they'll go geez That's a lot money wasn't expecting that as a lot People will say there really say things are too expensive cuz we don't have any comparisons Right?

00:14:28: Oh at last clutch i bought in nineteen ninety seven was only two hundred euros.

00:14:32: Why is it four hundred?

00:14:32: now?

00:14:33: give me a break lad like if It's a case of prices The first one right.

00:14:38: people will shop here Or they will.

00:14:40: they literally can afford it.

00:14:42: or yeah, they just do.

00:14:44: They don't see the value in it.

00:14:46: but let me go a little bit deeper so that you don't buy for price.

00:14:49: But then...they also don't why?

00:14:51: because of what is this?

00:14:53: What's that?

00:14:53: I

00:14:54: aim more

00:14:55: availability.

00:14:57: Time and availability right?

00:14:59: And time and availability are the...I'll come back to that in second.

00:15:03: So..They dont have time or we don' t have time.

00:15:06: The last one either Is that they don''t bif me Because Believe ya.

00:15:15: And give me another word for believe in someone, Dara?

00:15:17: Buster

00:15:19: They don't trust you.

00:15:20: So a trust.

00:15:21: time and price are the three reasons why people don't buy from here.

00:15:24: How many people... ...and tell them it's true there?

00:15:28: how many have taught to your face that they don't Trust You?

00:15:33: Zero People will Tell you they Don't Trust Ya Unless their on the spectrum or unless you've been an absolute dick to Them Right.

00:15:39: It is pretty rare That i'll go.

00:15:41: I dont believe ya Or i dont trust ya Pretty Rare.

00:15:44: And then the other one is with a number on reason for people not buying stuff from.

00:15:47: you are the number one.

00:15:49: Sorry, my apologies The more an excuse that people will give us if they don't have another time.

00:15:54: Oh Daryl I'll leave it for now and ring in next week.

00:15:58: Yeah, no worries ring me next week.

00:15:59: You never hear from them right?

00:16:01: because the majority of people won't tell you that they can't afford It?

00:16:04: The majority of People Won't Tell Ya That They're Gonna Shop You Somewhere Else.

00:16:08: This Is Why If You're In The Parts Game Giving Out part Numbers He's a waste of your energy and time because it's your IP that you spend five, ten, fifteen minutes interpreting for not even customer cause.

00:16:21: they're not.

00:16:22: They are wasting fucking time.

00:16:23: is what their right?

00:16:24: They just drain you from the IP so I can go off buy cheaper on Amazon or Timo wherever to get in front alright.

00:16:32: So number one reason why people will tell you That there not going to be done or deflect from me its cos'a time.

00:16:39: Ill call you Dara ill leave her now.

00:16:42: But the true reason behind that is because they didn't believe you and to your point a few moments ago.

00:16:46: Is that?

00:16:47: The number one reason why people don't bite me as we don't believe You?

00:16:49: Because We haven't generated enough of A compelling Reason To get something done And Enough Of An Articulation Of Dialogue That Causes Someone To Go.

00:17:00: Geez I Didn'T Know That!

00:17:02: That's Really Interesting.

00:17:04: My Last Car Was A Manual, i Didn'T know That It Needed To Do This A Lot Of Medics.

00:17:07: Gosh Im Glad You Bought it To my Attention Cause The last Thing I Want Is For That To Happen.

00:17:11: So yeah, get it done.

00:17:14: Now obviously you would have spoken about the price already and your response.

00:17:17: how long is going to take but most people will if they don't understand what you're trying to present them.

00:17:22: that he's absolutely on You and in Your Service Advice.

00:17:25: And this Is where again I've got tools and support services To help equip service advisers with what i say exactly What They Say?

00:17:40: Yeah, get it done for me.

00:17:41: That's what we all want right?

00:17:43: All of the workshops listen to this Right now are gone.

00:17:46: I need people say yes To their repairs maintenance that i'm offering Crazy idea

00:17:52: And again, closely related to that Kieran like the ethics of advising or under-advising maybe in some cases.

00:17:59: Like would you go as far?

00:18:00: To say that under advise and it's doing a big disservice to the customer is how should someone think about their responsibility?

00:18:07: The service advisor garage owner at moment when they don't advise that this has to be done then something happens.

00:18:13: I've never heard the term under advising before right but i know exactly what I'd ever said And be very vulnerable and honest here, right?

00:18:22: So my first job in Australia when I got across here In twenty thirteen was a job at Mercedes-Benz dealership as the service advisor.

00:18:29: And i'm like My First Advisor gig by The way!

00:18:31: I Was mostly parts of Ireland and Got the Job...and i'm Like Awesome!

00:18:40: Worked for Mercedes Benz Three Weeks Into Australia.

00:18:42: How Good's This?

00:18:43: Look At Me King Dick Driving A C Class Hollywood Alright.

00:18:49: So three weeks into the Job My manager Wayne, I still am very close to Wayne these days.

00:18:55: He tapped me on the shoulder and he goes could have a work here?

00:18:59: And i'm like yeah what's up man?

00:19:00: whatsup?

00:19:01: so have a seat...and he showed my colleagues.

00:19:07: just for clarity you're talking about ethics of advising right..I do not believe in upselling at all.

00:19:13: okay now I Believe In Helping People Make Informed Body Decisions By Creating Competing Messages To Help Them Say Yes To Repairs & Maintenance.

00:19:21: I would say that forever, and my clients have renamed the term upsell into additional work because thats what it is.

00:19:29: It's something extra but we label it Upsell.

00:19:33: So he sat in his office and he goes.

00:19:35: Sir Kearn just want to talk you about these two sheets of paper.

00:19:39: One was a fully filled out sheet of paper And the other one was blank.

00:19:44: He says do know what they are?

00:19:45: And i said yes Thats the Upsells Sheet.

00:19:48: What do you notice between those two sheets?

00:19:53: That that my ones empty.

00:19:56: He was yeah, and Daniel's one is full.

00:19:59: I said Yeah And like I'm in trouble here It was part of the job as to sell additional work and because we're incentivized on it.

00:20:07: and he goes what's his story?

00:20:10: and unlike Excuse excuse excuse wait way excuse.

00:20:13: can I pull from your?

00:20:14: and I said most My customers don't want this stuff and he knows maybe our glasses use They don't want this stuff.

00:20:25: He said here in the last In the last three weeks You have served about seventy percent of the volume of work as a vinyl customers that Daniel has and he's sold over fifty additional items And you've sold one alignment, and it goes is that Bad luck or is that?

00:20:45: Because we're not able to do I said no, I'm gonna be able to go.

00:20:51: and then I say but trying to find an excuse I'm like, oh i've got one.

00:20:56: I found one that will land here we go ready.

00:21:01: and I said To be honest with you?

00:21:04: I don't really believe in these items.

00:21:07: And he goes and again he took glasses off and he goes You do not believe In These Items?

00:21:15: And I Said yeah Can I Go now?

00:21:19: and He Goes.

00:21:20: well if you Don't Believe in These Item We've had a bit of A Problem Because Kieran I am Not Sure where this is gonna take us.

00:21:28: or maybe you've got the superpower that none of us are aware because if your mom had a GLE with twenty two inch rims on it and these rim, these tires all there are thousand dollars a corner how often would she get her to do wheel alignment?

00:21:48: And I said whenever we start seeing wear in the edges he goes oh why's that cause?

00:21:55: thats when?

00:21:56: And he goes, no it's not.

00:21:59: Why the hell would you wait to see wear on a tire before your wheel alignment?

00:22:04: Wheel alignments prevent wear here and what right do you have?

00:22:09: or maybe its magical superpowers that you can actually follow around all of our customers at any moment in time knowing exactly by just looking out the customer's tires or wheels or the way they're driving.

00:22:20: so then tell me exact geometry off their front rear set up are some kind of whiz that already know this And you don't want to have the customer get an alignment, to optimize longevity of tires.

00:22:30: Do you know all this here?

00:22:32: I'm like no!

00:22:33: And Karen how do you know... The volume..the quality..the quantities.... ...the source of every milliliter fuel that goes into that fuel rail Into that injector system?

00:22:48: How did he know about it?

00:22:49: How'd they exactly carbon build up on each of those injectors be it a ten, twenty, thirty, forty or one hundred thousand kilometers.

00:22:57: How do you know the quality of those injectors and fuel injection system?

00:23:02: Do use some kind super power here?

00:23:04: You don't realize that carrying out this fuel injection service is going to help reduce the carbonization of the injector.

00:23:10: Can you see through metal or

00:23:11: something?".

00:23:13: I'm like no!

00:23:15: And he goes how do YOU KNOW THE VOLUME QUALITY, QUANTITY OF FUNGAL AND BACTERIA BUILD UP BEHIND THE DASHBOARD?

00:23:24: And how do you know that carrying an air conditioning sanitization is not gonna help the customer to ensure they're breathing in purely and fresh air?

00:23:32: Because there might be carry-in kids care, In that car.

00:23:36: That car has never had on air conditioning sanitation To insure what their breathing is pure clean fresh air.

00:23:41: How dare You!

00:23:43: Why are YOU making a decision?

00:23:45: because maybe it's this magical superpower of yours again... ...to tell your customers They actually don't need a transmission service.

00:23:54: The transmission is sealed for life in Verde commas, but In the manufacturer additional maintenance service schedule it says to actually carry out a Transmission Service every eighty thousand Ks.

00:24:07: How dare you not believe them?

00:24:09: Karen You've got thirty days To figure out how are going to believe on these things and I'm gonna help our customers make informed buying decisions by you creating competing messages.

00:24:18: They helped him say yes Because if we don't he can find your happiness somewhere else.

00:24:23: So I went home my tail between my legs that night.

00:24:25: And like this isn't for me.

00:24:27: But then I realized hey, maybe this is an opportunity to learn some stuff and I went online and i found a couple of things in couple of articles on service advising but Generally speaking there's nothing there.

00:24:37: There was nothing out there?

00:24:39: And if you again have got your own YouTube channel That I haven't posted after like two years about My point Is at the majority of the book and extensions off The Book that I'm Speaking About Iran On YouTube.

00:24:49: what I will say just closing on This Topic is that If you wouldn't send it to your mother, don't sell it to a customer.

00:24:55: But I would wanna make sure that my mom's bleeding and pur-puretly in fresh air... ...I will want to make sure the mother's transmission is not gonna fail prematurely or we're not waiting for burned oil to be appearing on the transmission before i'm doing that.. ..I won't let my mothers tires to show where before they report a weed element!

00:25:12: I would NOT like mums insurance to be void because she didn't carry out a sunroof drain clean and the drains overflowed, then went into back of car where all modules are.

00:25:24: And suddenly... The cars drowned!

00:25:27: And it needs about twenty thousand dollars worth of modules which is now rented a vehicle right off because I didn't help her to make decision on that.

00:25:37: So forget about price.

00:25:39: Forget about time.

00:25:40: If they don't believe you Because you haven't articulated yourself in specific way You're never gonna make a sale.

00:25:47: They'll never say yes And it's not about taking advantage of ripping them off and upselling.

00:25:52: It's about helping him to go, you're in safe hands.

00:25:54: I'll take care of ya.

00:25:55: Not getting this done is gonna could cause us to happen... ...and i wouldn't want that for yet As I was just saying we didn't do the one integrity.. ..and doing with a right mindset They'd say yes.

00:26:04: So

00:26:05: that must have been very important point In your career.

00:26:09: then That conversation?

00:26:11: It was!

00:26:11: You hadn't

00:26:11: told me about

00:26:13: that?

00:26:13: Yes Definitely at turning points from me For sure.

00:26:16: Again, I see this all the time Jack.

00:26:17: The reason why you can articulate that story is because the majority of it's true... ...I do a little bit fluff on end to make more dramatic but what i will also say is that.. ..the majority service advisors these days are given when I call the three Cs of service advisor training.

00:26:32: You go alright there your computer.

00:26:35: There's your chair.

00:26:36: See ya later!

00:26:37: I'll be over here if need me.

00:26:38: And they're left to figure out and drown and wallow.

00:26:41: We see at sixty five to seventy percent Turnover of service advisors in our market and the US is very very similar even Ireland.

00:26:49: The services are finding a job too hard, but they haven't been equipped with right mindset and skill set to help them achieve.

00:26:56: And then There's more to it than this.

00:26:59: I'm seeing him more and more never as what i call requests for training around.

00:27:03: dealing With difficult customers.

00:27:05: customer isn't difficult.

00:27:08: They're annoyed at you because you know having kept your promise he didn't make sense like Make Everton makes sense.

00:27:14: That's your job.

00:27:14: if you don't know and You're not technical go ask a technician.

00:27:18: or I'm on the service one-on-one app which again?

00:27:22: Maybe we can give it A free trial of something to some here, so my clients because this will literally be And in many ways there are.

00:27:28: I don't promote a lot of the stuff i have Which is a shame but you like I didn't know about this service when no one up.

00:27:32: So yeah does that was a lot am I in my remit?

00:27:38: and Yeah My goal as they help people on their journeys as well and avoid all the mistakes that I made.

00:27:44: So yeah,

00:27:46: if we take that idea that customers just need more information how much does language play into that?

00:27:52: And do you think sometimes we get a little bit too technical or Sometimes we either say to little.

00:27:58: perhaps What kind of language actually helps customers feel more certain than comfortable?

00:28:06: so There's again i got a little big deep my approach right but It's it's what I've learned as a journey.

00:28:16: then again.

00:28:17: I'm not psychology neuroscience learn neuro linguistic programming.

00:28:21: But you asked about language, right?

00:28:24: And I want you to break see how many syllables are in the word language

00:28:30: do

00:28:31: To.

00:28:31: so What's the first one?

00:28:33: Lang and once okay was second one

00:28:37: which.

00:28:39: So i want You to do The First One LaN.

00:28:42: yeah Yeah, what's?

00:28:44: what's the Second?

00:28:44: What's A second One?

00:28:46: Gauge?

00:28:46: when you think of the word gauge where does do, you know?

00:28:49: Where's he find a word gauge or was it gauged to

00:28:54: tells ya how something is performing?

00:28:56: our Pressure are

00:28:59: yeah.

00:28:59: Or pressure or diameter or depth or whatever it is.

00:29:02: Yeah So it's the same in terms of language.

00:29:06: like language How well is this information that's being articulated landing with me?

00:29:16: And we're all doing this.

00:29:17: All the time, even people are listening right now gone.

00:29:19: Geezy talks a bit of shite but he's kind of making it a little bit of sense.

00:29:22: Alright and that's alright lads I don't mind like because i won't be afraid to sleep very well at night.

00:29:26: You talk about Like how do you word things?

00:29:29: How we articulate ourselves whether or not lens and how deep actually is It and how effective it Actually Is.

00:29:36: In That book I talked About how We Articulate Ourselves To Connect Water Than Transact And Most Service Advises These Days Think They Are Actually order takers and people who just serve customers when they come in, check them out.

00:29:50: That's it!

00:29:51: So much more than that They're about to pay four hundred euros for invisible stuff.

00:29:56: Then you get the service sticker then a stamp on your book and bill.

00:30:01: Everything you've done is invisible Like...that's wild right?

00:30:04: It's crazy..it's so wild?

00:30:08: Let me ask this question as well.

00:30:09: I asked you The first word language Then the next word.

00:30:15: that's up there.

00:30:17: Can you call out all the letters?

00:30:19: That you see in that four letter Word

00:30:23: VHAT

00:30:25: Cool, so You've just called it off.

00:30:27: if just called at all the Letters yeah.

00:30:30: So what have you done?

00:30:33: I've spelled it out

00:30:34: Spelled it out cool.

00:30:36: So when you think of the words spell.

00:30:39: What else do you think about

00:30:40: magic

00:30:41: Magic?

00:30:42: so tell me there has been movies and books written by by a Scottish lady, I forget her name.

00:30:49: The kids love this shit right?

00:30:50: But who am i talking about?

00:30:53: Harry Potter!

00:30:54: Yeah you're a wizard Darryl... You are a wizard.

00:30:56: Alright so it's Harry Potter right?

00:30:57: So you've seen Harry Potter Right?

00:31:00: Yes so Harry is best friends.

00:31:01: Who were Harrys' Best Friends?

00:31:03: Ron and Hermione?

00:31:05: yeah yes yeah.

00:31:07: so there was the specific spell language say at the start of it but you might remember the rest.

00:31:10: if don't that fine.

00:31:12: or if your listening along even know one yourself.

00:31:14: There's this one and he goes, Wingardium Leviosa.

00:31:19: Remember that?

00:31:20: Yes.

00:31:21: Wingardia Leviosa Can you say it back to me?

00:31:23: Wingardiam

00:31:24: Leviosa?

00:31:26: Okay, darn no It is not Leviosa, its Leviosa!

00:31:31: Wingardial Leviosa

00:31:34: There ya go right?

00:31:35: So thats a scene from the movie Right?

00:31:38: Its seen in the movies Seen In The Book Where Three Of Them Are Trying To Cast A Spell.

00:31:44: Okay, and you're on a spoke about how th?

00:31:47: at is the activity of spelling And it's not by accident that The word Spell is to articulate Language language in a specific way.

00:31:59: That causes things to happen All right.

00:32:02: now.

00:32:02: the thing about the language and the spell Is that if you don't say the spell properly nothing happens?

00:32:11: And that's why her money corrected run when the guardian of yorza wasn't working.

00:32:15: She goes, it's not levi ozah It's leviosa because if you don't say it properly doesn't lend okay.

00:32:23: so What we saying how?

00:32:25: We said decides how someone interprets it Shitting shit out.

00:32:31: now Daraq You've been through metals right.

00:32:35: drive thru at some stage in your life Right?

00:32:38: Okay.

00:32:38: So I'm gonna be the person that bendles.

00:32:43: I'm going to be the drive-thru person who speaks to you.

00:32:47: And, i'm gonna greet ya and you're gonna order a cheeseburger right?

00:32:51: Play along with me alright play along okay

00:32:54: cool.

00:32:55: so next what do you want?

00:32:59: hey can we get a cheese burger please?

00:33:01: yeah drive through.

00:33:04: You've been through McDonald's before right?

00:33:06: Yeah?

00:33:07: Is that what happens?

00:33:08: No So The greeting is very different right?

00:33:13: They say welcome to McDonalds.

00:33:14: Can I take your order

00:33:18: Like a cheeseburger, please.

00:33:19: And what do you reckon they say next?

00:33:22: Would like that in the meal?

00:33:23: or

00:33:23: and You'd say yeah Is that coke for the drink?

00:33:26: and you see yet to my fries with that.

00:33:28: Yeah Do want upscale for a dollar?

00:33:30: Yeah, and it's a road map.

00:33:33: and the reason why?

00:33:35: McDonalds is successful across the world as because It uses language That lands.

00:33:40: it uses language at not just bills trust But it builds consistency inconsistency bills trust.

00:33:46: If you keep turning over your service advisor, the customer comes in and like.

00:33:50: I don't know anybody here.

00:33:52: So it's not if... The language matters.

00:33:54: And what i do Dara In- I'm going to say that majority of my business is communication skills but.. ..I keep diversifying at the moment which was great But actually its not because im still working at eight o'clock on a Friday night Alright?

00:34:06: But What we see how he said is so critical And reason why services advisors have hard or find their job hard Labeling customers difficult customers.

00:34:18: It's because they're staying stupid shit that gets them into trouble in the first place.

00:34:20: Because if you what?

00:34:22: If you want to work at McDonalds or a few working McDonald's You won't get away with the greeting that I gave you.

00:34:27: cuz if you don't know, if you wanna Work here, you got to say all these things properly and if it and if you Don't want to see these things property you can find your happiness somewhere else and piss off Cuz then one year my business.

00:34:37: So when it comes to language is so so critical.

00:34:40: And again, I think i've expanded on that in my youtube channel just to give people value.

00:34:44: you know.

00:34:44: but and if, If People have gotten this far in This podcast or In this whatever.

00:34:48: You want To call it?

00:34:50: We can Reach out to me.

00:34:51: I've got resources i'll share with you because you actually Give a damn about your professional growth and development And potentially the Professional growth and Development of Your people.

00:34:59: so yeah

00:35:01: Here in A term that i Know That's You're not very fond Of is The Term Objection Handling.

00:35:08: Can You Tell Us Why That Is

00:35:12: So?

00:35:13: Objection handling is a term that training companies have created to then create a course.

00:35:22: That runs for couple of days and they can charge people before dealing with objections, an objection is not the thing.

00:35:31: technically it's right because its word you could look at up but in service objections are not real unless what we've said doesn't make sense.

00:35:41: if this makes sense your responsibility And if you don't know what your doing, then maybe should ask someone before and you actually articulate it.

00:35:50: If you do not know what are talking about get somebody who can help.

00:35:53: ya know whats going on but you need to learn or consume the information that is around you and get involved in handling these conversations with customers.

00:36:04: Objections are genuinely requests for more information.

00:36:07: It's our responsibility as service advisors to give this information In such a way that causes some one go oh I didn't know.

00:36:13: That's a great idea.

00:36:15: Of course I'm going to say yes, you know what i mean?

00:36:17: Like that's...that's what it is and..I just don't want to get hung up on like.

00:36:22: there'll be some legitimate objections along the journey.

00:36:25: they're just will right!

00:36:26: And please don't discredit my saying.

00:36:28: but The majority of these situations come across are not objections.

00:36:33: They're just like.

00:36:34: I need more information on them because You didn't actually give enough in first place.

00:36:39: Kieran how important do you think It Is To Not Accept Maybe An Initial objection and to give the information that's needed, has been lacking in your opinion on the clarity.

00:36:53: And what should the advisor be thinking when they hear I'll leave it for now?

00:37:00: It depends like if you knew that The Break Pads would not make the next service.

00:37:08: You should be reporting today so that the customer can make a decision Today but goes back those three reasons why there won't buy.

00:37:15: You either haven't produced evidence, or you've appeared shifty so they don't trust ya.

00:37:21: They genuinely don't have time today to get it done... ...or we do not have time!

00:37:25: Or the parts are two days away?

00:37:28: Or legitimately can't afford

00:37:29: it?!

00:37:30: And majority of what your working in is the aftermarket and usually the after market.. ..is less expensive.

00:37:37: I was conscious what language i used for that articulation.

00:37:41: It's less expensive than the dealership right?

00:37:44: But if they can't afford it, the cat afforded and I didn't go to the dealership.

00:37:48: Well was asked this question recently at an event in a conference And on In front of a big group when there were like care.

00:37:55: why?

00:37:56: Why are people deflecting from the dealerships been going through the aftermarket now.

00:38:01: I said you want that truth because yeah You can handle the truth.

00:38:05: Everyone else.

00:38:06: I said the truth really is shit service.

00:38:09: But then shit services are such a broad terminology, and it's about how we communicate.

00:38:14: How we interact?

00:38:15: How do you update our customers?

00:38:17: And the reason why people lead their dealership is because they're not seeing the value for money Because of getting ripped or getting taken advantage off.

00:38:27: They've been interacted with in premium level of experience that they expected In the aftermath.

00:38:32: just pick all this up and go yes let's rock n' roll but at the same time You also have your price conscious chopper.

00:38:38: Again, the economy is getting a bit tighter as we all know.

00:38:41: So people may not have their funds but then putting them on at thirty-day follow up schedule isn't no brainer.

00:38:48: But majority of those who listen to this call don't have that.

00:38:51: They dont' have the ability put forward lead into thirty days from now because they're inverted commons too busy.

00:38:59: You are not too busy you just haven't prioritized it.

00:39:03: I'll leave that there.

00:39:05: Bringing back more specifically transmission service and where do you see that sitting in terms of importance compared to other maintenance items, would you be putting it up there with conversations like timing belts or time-and-chain replacement?

00:39:23: And why do you think advisors are garage owners?

00:39:27: hesitate more with something like transmission services than compared the work then.

00:39:33: Do You Think It Just Comes Back To Confidence?

00:39:35: Then At How Its Explained?

00:39:38: Oh, she'll listen.

00:39:39: Um It's a big question and they put me on the spot with it.

00:39:43: because again what I say next Shouldn't stand up in court cuz oh here's taxid that I'm joking.

00:39:52: i'm joking but at the same time or not?

00:39:54: Because At the end of day We're not setting in service department because we either don't believe in us Or were spending money our own wallets over afraid of rejection And would often suggest to ourselves now its snake oil are not.

00:40:10: It's a rip off or not.

00:40:12: I don't believe in it, but you probably just don't Believe yourself to articulate as such.

00:40:17: friend of mine and the u.s.

00:40:18: michael barich is good friend of Mine.

00:40:20: He says that preventive maintenance is cheaper than repairs.

00:40:27: now The problem with me telling You any information about applying this transmission servicing?

00:40:34: Daraa Is its going impact you financially because You're gonna make a lot less money because we are going to be servicing the transmissions as opposed to replacing them.

00:40:43: I'm kidding, well i am not.

00:40:45: Servicing any mechanical component that has a servicing requirement being fluid and filter it's no brainer.

00:40:53: like The average cost of servicing a transmission is somewhere again create me from long some up between two hundred and four hundred fifty euros give or take.

00:41:01: Is That About Right?

00:41:02: About right yet

00:41:04: about right yeah but majority would have been at two to two fifty mark.

00:41:08: Yeah, depending on the layout front-wheel drive.

00:41:10: It's been flushed or just a normal drain of field service?

00:41:16: Yep I get it but if we're leaving it up to burned oil as our deciding factor What else has happened in that ten thousand kilometers and how long is being burnt for?

00:41:28: And what lubrication consequences are?

00:41:31: lack of lubricating consequences have occurred whilst this had been happening.

00:41:34: Can you tell me that you can't?

00:41:36: So, it's really critical that I'm all for transmission servicing.

00:41:40: and remove the word responsibility.

00:42:05: The manufacturer also has a servicing price point that it needs to maintain for probably the first five or ten years, to display a certain value proposition to our customer.

00:42:17: Oh!

00:42:17: Our vehicles only cost this much of service.

00:42:20: And you're like well no we've seen transmission blow at fifty six hundred one hundred fifty thousand caves but if the transmission had been serviced It could have been avoided.

00:42:30: So time trust price.

00:42:33: We can't just get them on our own wallets and we have to believe in what they're doing.

00:42:37: That's probably all I had to say about that topic.

00:42:40: Like if someone applied everything, we've talked about mindset language responsibility.

00:42:45: What difference do you think it would make in how Transmission Service and gets recommended, on how can the advisor approach that confidently?

00:42:53: Like there should be a case whereby they can't make more money with the preventative work over their replacement.

00:42:59: And so if the replacement could get subbed out then as well.

00:43:02: So does it all just boil back to confidence of being able to articulate or use language correctly?

00:43:09: Well I think people are even gotten this far from his conversation.

00:43:14: They're already kind of using you for support services and for componentry.

00:43:18: That they all, that are already involved in this?

00:43:22: You know what I mean?

00:43:24: And at the end of day money comes from the love and supportive people.

00:43:29: If your genuinely have a heart for taking care of people, they'll pay ya for whatever you present to them.

00:43:36: At the end today as well... The purpose any business is provide solution.

00:43:42: if customer come with on tow truck and you diagnose it as a transmission.

00:43:47: And, like jeez the state of this oil... ...and you've been serviced in an engine-wise for that last hundred thousand k's.. ..and you'd never done a transmission service on it because you're afraid of a seal blowing or being...or are afraid something happening that you read on the internet in nineteen ninety eight On a specific whatever model.

00:44:06: make a model.

00:44:07: your mentor told at boss or what ever is Don't do transmission services because something can happen to them like, give me a break.

00:44:15: It's the case of.

00:44:17: there is so much information out there now around how to do these things but as I said it's a business responsibility to provide us solution.

00:44:24: you don't we're not providing solutions by doing transmission servicing Because this were doing something to avoid Something that happening.

00:44:31: But we are satisfying By presenting transmission service again and you know what any type of preventive maintenance Is where giving customers peace in mind And bear in mind that if they don't believe you, then it won't buy from ya.

00:44:44: That's also impacting their peace of

00:44:45: mind.".

00:45:07: preventative maintenance services are carried out.

00:45:12: Kieran, I know it's getting late over there so we'll have to call in a day on this one.

00:45:17: but if people want connect with you or follow you get access to the Service One-on-one app and any other resources.

00:45:27: how should they approach that?

00:45:31: Some of your clients are on LinkedIn.

00:45:33: most probably aren't Service one-on-one or cure in its service.

00:45:39: One on an Instagram, or you don't message you for my phone number like I'll take a WhatsApp from anybody as long there.

00:45:47: Well the whatsapp and Australia.

00:45:48: they're gonna be interested in getting some form of support?

00:45:52: I don't have all the answers.

00:45:53: i've got a lot of them just true experience.

00:45:56: You know been speaking for years man It's Just A little bit of advice.

00:45:59: it doesn't know that here can sit you alighting In a positive way Of course.

00:46:03: And look how far are you coming.

00:46:04: your business is thriving now and you should be very, very proud of it Dara.

00:46:08: And come source so far in again?

00:46:09: You've got some excellent, excellent

00:46:11: clients.".

00:46:12: I said a few moments ago that money comes from the love of people... ...you literally want to solve problems for customers.. ..and provide solutions that manufacturers aren't providing.

00:46:20: Provide solutions that other components suppliers don't give a shit about!

00:46:24: They're like ''You wanna order a part or

00:46:26: not?''.

00:46:27: And they were like ''Hey how can i help you''.

00:46:29: To make more money on your business and to optimize the performance of your people both technically or non-technical.

00:46:35: And this is why I'm very fondly at what you're up to, in what you are trying to achieve... ...and i know that feeling's mutual.

00:46:41: but great things become an outlier in industry go too.. ..and anyone thats involved with it going through those events that they put on be it technical training support services like yeah!

00:46:57: You certainly modernizing the industry from a parts componentry perspective, and you should be very proud of it.

00:47:01: Boring as hell is Parts R generally speaking because I used to be...I tell people that i'm a recovering part manager.

00:47:07: It's been twelve years since my last stock order but You're not bad for a parts bloke to be fair.

00:47:11: so Thanks

00:47:12: Kieran!

00:47:14: I really appreciate that and thanks a million for your time.

00:47:17: No worries Dara.