Fixed Ops Magazine - 2021 Vol18 04 - 12

FEATURE
KEYS
TO BDC
SUCCESS
Ingredients For a Powerful Service BDC
A
car horn blared from nearby my desk and I
locked eyes with a service porter who was impatiently
waiting for someone to open the garage
door to the service lane. He was behind the wheel
of a customer's car and seemed to have forgotten that
the people huddled behind a long desk in the back of
the lane had a different job to do. The person on the
other end of my phone questioned the racket in the
background and I apologized for the noise. The porter
again pressed the horn and glared at one of my representatives
as he threw his arms up in the air in frustration.
I wrapped up my phone call, walked over to his
window, and gently tapped on the glass. He rolled it
down urgently and asked me why we weren't opening
the garage door for him. I felt my shoulders tighten
as I leaned closer to the barely opened window. In my
best Batman mom voice, I told him that if he honked
a car horn at me or my team again, that he, his manager,
and I would be having a very
unpleasant conversation. I reminded
him that my team's one job was to
handle phone calls. The old way of
12
doing things was gone. He stared at me with a blank,
stunned expression.
SERVICE BDC - A HUMBLE BEGINNING
The old way of doing
things was gone
No longer would the people charged with answering
the phones also be saddled with running up and down
the service drive to open and close garage doors, retrieve
office supplies, find printer paper, move cars, or
do the other thankless tasks not included in their job
description. Realizing I was not going to relent in my
expectations, the porter got out of the customer's vehicle
and briskly walked over to the garage door panel
to press the button. The door slowly began to open and
I glanced over to make sure our call sheets were not
about to go flying across the service lane again. One
of my representatives looked at me and mouthed the
words " THANK YOU " as she listened to a customer on
the other end of her line. As I made my way back to my
temporary station, I sighed and reminded
myself that there were only a
few more weeks until our new office
would be completely renovated and
Fixed Ops Magazine - 2021 Vol18 04

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