BDC vs Salespeople for Follow-Up: Who Handles What Bottom Line Up Front: Your BDC Is Your Future Your show rate determines your future. Everything else — your inventory mix, your F&I penetration, your CSI scores — matters only after customers walk through your doors. That’s why the BDC vs salespeople follow-up debate isn’t academic. It’s … Read more
Fixed Ops Customer Experience: Service Department Excellence Your fixed ops customer experience drives more revenue than any single metric on your dealer scorecard. While front-end gross gets the attention, service customer retention determines whether your store thrives or just survives. Every interaction in your service drive impacts lifetime value, referral generation, and your ability to … Read more
Building a Female-Friendly Dealership: Inclusive Sales Culture Bottom Line Up Front: The 72-Hour CSI Predictor Your female customer satisfaction scores predict your store’s overall CSI performance better than any other demographic metric. When women rate their experience highly, your retention climbs 15-20%, referral volume jumps, and your service absorption improves. Building a female-friendly dealership isn’t … Read more
Customer Surveys for Dealerships: What to Ask and How to Act The CX Metric That Drives Your Bottom Line Your customer survey dealership strategy directly impacts three numbers that matter: CSI scores, customer retention, and referral volume. The stores crushing it on customer experience see 40%+ service retention rates and generate 25-30% of their sales … Read more
Customer Surveys for Dealerships: What to Ask and How to Act The Customer Experience Metric That Drives Your Bottom Line Here’s what every customer survey dealership initiative comes down to: one key metric predicts everything. It’s not your CSI score, though OEMs obsess over it. It’s not even your NPS, though it matters. The metric … Read more
How to Handle Angry Customers at a Dealership Bottom Line Up Front Your dealership’s ability to handle angry customers directly impacts your most critical performance metrics: CSI scores drive manufacturer incentives, customer retention determines your variable ops profitability, and referral volume accounts for your lowest-cost acquisition channel. Stores that master de-escalation and recovery see 15-20 … Read more
BDC CRM Workflows: Automated Lead Follow-Up Processes Your BDC’s show rate isn’t just a metric — it’s a direct line to your store’s future. Every point of improvement in appointment conversion drops straight to your bottom line, whether you’re pushing 150 units or chasing 400. The difference between a 15% and 25% show rate can … Read more
Service BDC: Appointment Setting for the Service Department Bottom Line Up Front Your service BDC’s show rate determines whether you’re running a customer-retention machine or just an expensive call center. While most dealers obsess over sales BDC metrics, your service BDC drives fixed ops revenue that makes or breaks absorption rates. Top-performing stores see 65%+ … Read more
In-House vs Outsourced BDC: Which Is Right for Your Dealership Your BDC’s Show Rate Is Your Dealership’s Future Walk into any 20 Group meeting and ask about the biggest profit leak in the room. Nine times out of ten, it’s not your F&I penetration or service absorption — it’s your BDC show rate. When you’re … Read more
BDC Compensation Plans: Pay Structures That Motivate Bottom Line Up Front Your BDC’s show rate determines your dealership’s future more than any other metric. Period. While most dealers obsess over lead count, the smart money focuses on BDC compensation plans that drive appointments that stick. If your service advisors are waiting around at 8 AM … Read more
