When dealers ask me to help their teams improve their Be-Back appointment percentage, the first thing I say is “call them.” By that, I mean, “Pick up the damn phone and actually call a Be-Back for once in your ever-loving life!”
I’ve been asked this question over and over again since 2009, and until about a year ago my answer was always the same: “Any of those will work, provided you and your sales managers support the efforts.” This was true then and it’s true today, but it is no longer my advice. No. Today I reply a bit differently.
Are you looking to add a Business Development Center (BDC) to your dealership, or trying to find ways to make your current BDC more successful? If so, then there are just a few simple “must-haves” that are truly non-negotiable if you’d like your BDC to succeed in the short and long-term.
Despite the fact that we’ve had this pesky innovation called “the internet” around in car dealerships for nearly a generation, I still meet more desk managers who enjoy torturing the Internet BDC than I meet those who support their efforts.
You might think you’re being nice or even driving incremental business when you allow your BDC to set soft appointments, but you’re not. In fact, you’re costing them and yourself money. Here’s how: