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PDS On The Rocks: 5 Ways Your Service BDC Should Evolve in 2022 - YouTube
Channel: Proactive Dealer Solutions
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welcome to pds on the rocks today's
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world offers a wide range of
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omni-channel tools that can intercept
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and mount calls send text messages and a
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variety of other communications with
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your service customers but a core
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requirement of your in-house team should
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still be a highly trained and
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specialized service bdc a bdc that has
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evolved past the status quo can support
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these tools and truly optimize your
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fixed operations we'll highlight the
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five ways your service bdc should evolve
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in 2022 and you can compare notes to see
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if your bdc is on track it's gonna be
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good take notes hey you want to hear a
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dad joke
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all right fine shoot give me one
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do you hear about the mechanic that was
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addicted to brake fluid
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no he said he could stop at any time
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oh god
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that wasn't bad
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[Music]
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and welcome back to pds on the rocks i'm
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tiffany peeler and um with me again this
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week is a very special guest hi matt
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gray yeah hi
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again back with us even though he does
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live here i do live here now
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i love it
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back in the office facilitating service
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master class um so again we stole them
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from class pulled them into the studio
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and um yeah we're happy to have you
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again another week love it love being
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here
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so um matt has put together a list
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of five ways that your service bdc
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should evolve in 2022 so we're gonna dig
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in and if you have any questions or want
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to share ways that you're evolving your
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service bdc um please comment on our
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post we love hearing from you guys
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and pay attention because i think
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that at matt's last item on this list is
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going to be kind of controversial maybe
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a little bit we'll see all right we like
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to keep it spicy
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we'll see what you guys think all right
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so matt you are pretty much in
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the thick of this topic every single day
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all right oh yeah working with story not
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only service master class but working in
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the stores i mean a lot of your accounts
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are focused on fixed stocks right
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so um
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you know that when we started service
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bdc's years ago the goal what was the
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goal right it was just to really
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basically get the phones answered
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because we knew advisors were in a bad
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situation right right it was it was a
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band-aid right we knew the phones
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weren't getting answered
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calls were going to voicemail i mean
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some manufacturers pushed uh initiatives
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for fix the phones great failure yep um
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so you know bdc's kind of popped up it
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became the buzzword right but then it
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just you know how do we evolve right a
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lot of them turned into switchboards
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even though they wanted to be profit
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centers but we kind of got stuck in this
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yeah i mean and i would say it's like do
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you have a bdc
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is this bdc meaning like are they doing
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other things i went into one store
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and uh they were calling on
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steak dinners
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i oh right everybody that bought a car
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got a steak dinner and i go is that
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profitable yeah not the intention
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probably have somebody else
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does that yeah
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all right so now every dealer has access
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to really an array of tools right from
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chat bots to digital voice assistants
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like our our brook dot ai of course um
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and these tools are really available to
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take those elementary or routine
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tasks away from the bdc so there's less
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time in reactionary mode
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giving us more time to train develop our
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team and have them focus on
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those higher quality higher revenue
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generating kind of outbound
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opportunities right right
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so let's go through your um let's go
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through your list so i gave you my list
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five ways your service bdc should evolve
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in 2022 this is
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freaking cool i think so um let's get
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started number one the bdc should be
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more equipped to handle customer
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escalations and service recovery tell us
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right i mean we focus on that in master
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class and i think everybody raved about
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it right because they you got to start
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with empowering your people right
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empower your bdc agents right does the
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manager need to deal with every call can
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your bdm maybe have handled that
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does the advisor need to take every call
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i mean i think a lot of times too
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bdc feels kind of helpless they're like
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okay
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the customer's upset maybe we didn't
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follow through on a status check uh or
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there's a question i can't overcome
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let's just get it somewhere yep they
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freeze up and
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pass it on right and you know they you
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know
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and unfortunately we spend a lot of time
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in reactionary mode
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um it's it's just not beneficial i mean
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what does a bdr feel like when they you
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know they can't resolve anybody's issues
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right then they feel like again we're
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going back to the switchboard we're just
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i'm taking calls and i'm moving them and
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i always say a successful bdc
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you know it's successful when the phone
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doesn't ring in the service drive yeah i
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mean i think in the past
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we've leaned on agents to
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take all of these routine type calls and
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handle the
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um
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dare i say like the easier stuff right
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like the the routine stuff right is your
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bdc an order taker or are they an order
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maker right and i think we've we've all
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too often been kind of order takers
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right well now if we lean on this new
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any of these new technologies whether
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it's brook or some other technology that
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can handle these kind of routine
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requests or these pretty fairly
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sp non-technical calls then um
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we should be able to
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by by allowing our agents to spend less
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time on in reactionary mode right we
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should be able to your point empower
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them right to handle these more
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difficult or involved customers or
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situations whereas in the past
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those would have been escalated
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right past the bbc to a manager right
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and now we're bogging down our service
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manager with like right and the service
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manager i mean they wear so many hats at
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the dealership it's no joke i mean it's
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you know their day's tied up with a
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multitude of things and i think the less
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we could take off of them but also too i
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mean empowering your people you're gonna
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have a happier bdc happier customers
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we're not transferring them all over the
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dealership knowing call failure rate
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they're getting stuffed into a voicemail
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i mean we gotta we gotta address these
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things head on yeah important and then
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not to mention the time value i mean
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what could you do with all that time now
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yeah i think something that we i think
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something that we could do is we could
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really
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use that time to focus on
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uh training our existing bdc agents
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to
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really become true customer service
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representatives where they can handle
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escalated
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calls right they can handle um
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they can learn tactics like
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de-escalation in service recovery that's
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the point right right and then now we
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have time which goes to point number two
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is now we got all these time
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what can we do for number two ooh
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i like your number two
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sales skills and overcoming objections
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yes right and that was a hot button in
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master class right because we talk about
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it everybody knows rebuttals i go but
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how much time are you spending
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training on those
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and some people i go is it daily well no
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i mean sometimes i go it has consistency
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is key right
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and if we can teach them on sales skills
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right i say even just positioning
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maintenance i mean if we
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teach a bdr to be aware when they're
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checking the service history or they're
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looking at
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um
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you know what mileage the customer's at
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couldn't we even plant the seed in
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position maintenance or are we just
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going along with a customer yeah i need
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an oil change but they're at 15 or 30
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000 miles no most manufacturers you need
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more than that
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right so we could teach them on how to
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even plant the seed position maintenance
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so now it's in the head of the
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customer so when they ride on the
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service drive they're not going
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i'm here for an oil change they don't
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know about the 15 or 30k and now the
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advisor is going hey this is 500 dollars
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yeah and it's overwhelming to the
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customer
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and they're immediately going to turn it
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down it's all about planting a seed on
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the inbound right so advisors have never
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historically been equipped with time one
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or or two the sales skills to
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conduct consistent kind of up skills
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especially not anything outbound right
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it's a store that doesn't have bdc
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potentially um so they've never been
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really good at that so by kind of taking
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away some of those inbound
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responsibilities by using technology
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and training your agents to become true
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customer service business development
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agents
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and getting them to the point where they
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either
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appoint or at least
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highly recommend right these additional
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services we're not saying they've got it
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it's gonna make right it's gonna make it
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easier for your advisors when the
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customer shows up though right because
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as a consumer if someone says to me over
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the phone looks like you're due for this
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service
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should i add it to your appointment when
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you're here how much is it oh it's about
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this much no don't worry about it i
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you're gonna dwell on it i'm gonna well
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i'm gonna hang up and be like i don't
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need that and then be like oh i booked
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my service today hon like got that taken
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care of they told me i needed this but i
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didn't do that my husband's the kind of
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person that's like you better get that
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yeah well
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maintenance done like we need to take
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care of this vehicle so we can you know
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something about transmission fluid well
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that sounds pretty important
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yeah that
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yes that would that would probably be me
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too right okay so now we say okay great
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not only are positioning maintenance
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we're overcoming objections yeah we're
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taking ownership of the call
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right less transfers to the drive that
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should be a number one focus
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for a bdc right in a bdm a bdm has to be
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aware what calls are we not able to
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handle what's the objection do i need to
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train and focus on that
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okay and let's reduce that number
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all right let's move on to number three
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so the service bdc manager should know
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how to identify and fill capacity gaps
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right what do you mean by this one well
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it's about communication right a lot of
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times
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do you know your number number one do we
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know how much available time
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we have to sell in a day are we
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maximizing that
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are we paying attention to no-show
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appointments cancellations especially
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the stores we talked about you know
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earlier is that you know
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what about ones that are booked out two
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and three weeks
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you know you and i are having the
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conversation it's like what do we do
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then yeah right so as a bdc manager
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recognizing anybody who cancels an
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existing appointment
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knowing how to pivot um and how to
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use your agents to reach out to
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customers that might have had to book
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out that you can kind of rescue those
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cancelled appointment slots right yeah
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and it's got to be it's got to be same
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day it's got to be in the moment because
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again what we're selling what are we
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selling in service we're selling time
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right so if you're worried about missed
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appointments tomorrow or cancellations
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well i can't fill this go back in time
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we can't get in the delorean and gun
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into 88 and go back and say all right
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let's uh
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i think as soon as a reschedule comes in
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or a cancellation comes in for the next
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day or the day after
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being able to pull somebody into that
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slide we know there's people that need
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it massively important especially for
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our stores that are booking out so far
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so i just wonder how many of our bdcs
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are
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not really not leveraging that not
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enough unfortunately right so we have to
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you know again we're selling well again
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i think it's because they don't have
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time so if you
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do
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have the ability or the opportunity to
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leverage a tool right
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like brooke
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or any other
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technology that helps handle some of
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this amount call volume
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for you whether it's ours or something
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else
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do it because it's going to help you
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have more time to do these other things
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that we're leaving on the table right
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you got to evolve it's 20 22 right let's
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get in the right direction so going to
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number four now
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number four service bdc should be the
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master of reducing scheduling horizons
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oh yeah
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right what's your scheduling horizon
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okay
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um what are we doing are we doing
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pre-books are we backfilling the
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schedule are we
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you know what's our scheduling tool set
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up for people first of all can we talk
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about what is the scheduling horizon
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really like i know this seems silly but
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can i book an appointment online or in
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your dealership the same day
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and how far out does that go
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right customers are are being more
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i guess aware and they're getting more
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they're looking further out they're
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broken further out if you put it out
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there i mean i know my calendar
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two months in advance sometimes that's
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good sometimes it's bad but right
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but i'm like if i gotta do something in
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my car i know that hey i'm gonna be off
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on that date unless tiffany sends me
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somewhere hopefully it's warm and you
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know i can get my vehicle in for service
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right so you got to be aware of your
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horizon you got to master the scheduling
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tool right we talked about that in a
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previous episode of on the rocks but
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that's critically important right and
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then going to number five wait before we
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do that how
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how do they manage the scheduling
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notifying them right yeah it's got to be
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communication daily communication right
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between the service manager the bdm and
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your customer telling the customer how
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far out we're bucking and reaching out
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proactively to customers that are due or
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gonna be due if i'm booking out two
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weeks then i need to look at customers
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who are due next month and i need to
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start booking them now pre-booking your
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next service appointment it's way easier
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to backfill your schedule yeah 100 on
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outbound yep but if you're overwhelmed
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on inbound you're not going to have time
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for outbound hence a dva right a digital
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voice ascendant assistant can help you
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yes all right last one last one this is
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controversial oh this is the right so
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yes this is the one okay
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um so we've heard of bdcs being used to
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help advisors with follow up and upsells
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during the visit um as well as
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updates to get the vehicles out of the
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drive faster so status updates yeah and
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i heard several
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dealership groups that came to master
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class they go hey you know this is
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something we struggle with right status
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checks is a four-letter word in a
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dealership unfortunately yeah but it's
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the reality of what we face right um
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bdc's are often left to hold in the bag
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they got to track it down could we be
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proactive
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in that approach and leverage some
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technology
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could we use text for updates what about
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even using our service scheduling tool
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most of them have it where it shows
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where the vehicle is in progress whether
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it's hold for authorization yeah but it
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requires
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someone in the store moving that ro or
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appointment to the appropriate stage
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right
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but again that's what the controversy
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comes in because they're like
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we don't want our bdc saying certain
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things but ultimately the advisor isn't
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available
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to address the customer's concern
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there's pro cons here right there's pro
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cons here
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do we use advisors i mean sorry do we
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use bdc agents right to help our
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advisors do their job
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status updates right
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um
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if we do then they have less time to
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answer the inbounds or make other
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outbounds
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if we don't then we run the risk of just
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not updating the customer and forcing
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the customer to have to call and knock
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it through or call again what about what
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about the advisor though what's i mean
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because now if i'm taking the advisor
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and i don't empower my bdc to handle
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some of these things we can train them
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we can help you train if you're not sure
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how
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but if i'm taking away that advisor time
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now they have less time to do what
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good walk arounds multi points upsells
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status updates
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see this is a pro so you have to weigh
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your pro cons and you just kind of have
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to determine what's the right fit for
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you but ultimately the first thing is is
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how do i offload some of this routine
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type work from my existing bdc so that i
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can even consider them doing some of
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these other things even the last
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controversial one of like helping the
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advisors with their responsibility you
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got you gotta you gotta change right
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yeah evolve sometimes people want change
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but nobody wants to change unfortunately
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that is true so this was a good list
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dude yeah i liked it i wrote it on a
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napkin
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it was a it was a big
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napkin all right guys that's it for
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another week of pds on the rocks thanks
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for joining us don't forget to hit like
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subscribe comment um we're here every
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week we hope you join us again next
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friday in the meantime
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it is five o'clock somewhere so matt and
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i are out of here
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make it a great weekend
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[Music]
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you
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