Bonus Episode - Chris Craig on Creating Positive Automotive Work Environments Even At A Dealership

Changing The Industry Podcast

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In this bonus episode of Changing The Industry Podcast, host Lucas Underwood and co-host David Roman welcome Chris Craig. Known for his social media presence as Chris MF Craig on TikTok, he discusses the critical distinction between management and leadership within the automotive industry context. He shares insights from his experience on how he effectively communicated a price increase to customers by employing coaching and selling techniques rather than relying on authority. The trio also discusses the necessity of establishing trust and respect with those they lead, highlighting that leadership is a skill set that can be improved. Additionally, Lucas shares a personal narrative regarding a difficult experience with a Nissan dealership, underscoring the significance of maintaining trust and effective communication with customers.

00:00 Rich transitioned from technician to service advisor.
05:55 Leading people, not managing numbers, drive change.
06:55 Leadership requires trust, respect, and empowerment.
09:57 Customer service is crucial for dealership success.
14:04 Communication issues with clients cause stress.
16:19 Car diagnosed with oil issue, not transmission.
21:25 Technician must document testing, results, and consequences.
23:38 The Service advisor is puzzled by the transmission concern's relation.
27:24 Volvo sunroof blockage requires removing the headliner.
30:57 Expressed appreciation, outlined minimally invasive approach, and asked for an alternative solution.
34:34 "No bad teams, only bad leaders and standards."
37:53 Employee aspirations for management and delegation challenges.
39:34 Intrinsic motivator is not always money.
41:44 One worker loves their job, and one doesn't.
46:25 Align pay plans to match and motivate.
50:02 The Flat rate system has pros and cons.