BDC DEPARTMENT BY BOB GOWER BDCs FOR CUSTOMER RETENTION How to Change your BDC from an Appointment Center to a Retention Center W e've been having a lot of discussions with manufacturers and dealerships lately and one thing that is becoming crystal clear is retention will be of the utmost importance as we head into 2023. General Motors seems to be leading the charge and we're hearing that the main factor that will be driving co-op dollars and reimbursements will center on retention stats. The question then becomes, how do you ensure you are receiving not only leads and additional profits through your BDC, but also generating money back for your programs? Before we launch forward into the metrics needed to create money back for your programs, let's take a step back. OLD BDC METRICS Did you know that daily service-related inbound calls to a BDC outnumber sales calls by a 7-to-1 ratio? For dealerships that commit to a BDC, either in-house or out56