Don't get to the end of this year wishing you had taken action to change your business and your life.Click here to schedule a free discovery call for your business: https://geni.us/IFORABE Shop-Ware gives you the tools to provide your customer with a unique and immersive buying experience.Click here to schedule a free demo: https://geni.us/Shop-WareUtilize the fastest and easiest way to look up and order parts and tires with PartsTech absolutely free.Click here to get started: https://geni.us/PartsTech Transform your shop's marketing with the best in the automotive industry, Shop Marketing Pros! Get a free audit of your shop's current marketing by clicking here: https://geni.us/ShopMarketingPros  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.