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Jared Hamilton
From: Jared Hamilton
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Corbyn Denson

Corbyn Denson Sales and Marketing Representative

Exclusive Blog Posts

Aligning the Digital Retail and Showroom Experience

Aligning the Digital Retail and Showroom Experience

Has your dealership changed its sales processes in the last year due to COVID-19? The pandemic has accelerated many changes out of necessity, but now the q…

Eight Cylinders of the BDC: Customer Experience

Eight Cylinders of the BDC: Customer Experience

In the ever-changing automotive industry customer service is your only constant value proposition. All customer interactions matter. Cu…

Take Your Dealership's Social Media to the Next Level

Take Your Dealership's Social Media to the Next Level

Is your dealership having trouble growing its social media presence? You're not alone. Car dealers aren't exactly known for having a large followin…

WEBINAR RECORDING - Connect: The #1 Phone Metric Dealers Need to Prioritize

WEBINAR RECORDING - Connect: The #1 Phone Metric Dealers Need to Prioritize

In today's webinar, we had a great discussion with Jake Wilker, Sales Director and Judson Jones, Account Executive from Car Wars. They share…

The Key to Building a Successful Lab Revenue Cycle Management

The Key to Building a Successful Lab Revenue Cycle Management

Are you lagging behind your financial goals? If yes, then don’t worry, it’s not too late. By implementing smart solutions, you can easily accel…

Eight Cylinders of the BDC: Culture

n the first blog on the Eight Cylinders of the BDC, we established that a successful and profitable BDC starts with the team. To perform at a high level, BDCs need high level performers. The BDC needs high-level performers on the frontline as well. BDC success lays outside of the BDC as much as inside. 

Since our definition of culture is “the way we do things around here”, the dealership as a whole should have a “BDC” culture.  

The first step is to ensure all FLE (front line employees) understand the purpose of the BDC and know their role in BDC success. BDC success is measured by how well the departments do in addition to the standard set of BDC metrics alone. The BDC does not produce revenue. The BDC helps other departments produce revenue. 

Another key driver of BDC culture is to include the BDC team in your sales meetings. Encourage a working relationship between the sales team and the BDC. Have your salespeople (especially new salespeople) spend time in the BDC working alongside agents to set appointments. This will give them a better understanding and appreciation of what the BDC does. When all departments work in tandem, the culture improves and it benefits everyone, especially your customers! 

Consistent coaching and encouragement for agents and FLE is another great way to foster a healthy BDC culture in the dealership. Coaching breeds a culture of accountability and high-level skills. 

Does the food match the menu? When a customer has an excellent experience with an agent over the phone, they are expecting the same treatment from your receptionist, showroom staff, finance department, and service advisors. The expectation is that the physical visit will pick up where the BDC left off. 

The last piece of the culture puzzle is the CRM. CRM is a cylinder on its own, but there is an overlap. You cannot have a great BDC dealership without first having a great CRM dealership. Proper CRM use contributes to the effectiveness of your BDC processes and supports the BDC culture in a dealership. 

Next, we will discuss customer experience. Your customers are demanding, and in order to stand out, your dealership must adopt practices that best serve your customer’s needs. Stay tuned for more tips to ensure your BDC is running effectively and efficiently.   

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