Fixed Ops Magazine - 2023 Vol20 01 - 51

is implemented. I've said it before. If it's not in written
form, it isn't a process.
If you're struggling to get your team to follow the process,
now is the perfect time for change, my friends.
It's a new year. Let's make new resolutions!
I can't talk about retention without talking about proactively
setting the guest's next appointment. Many
of you have a Business Development Center (or BDC).
That is, many of you have a group of employees who
answer inbound calls and make outbound calls for
your dealership. When it comes to retention, believe
me, it's not working. Just ask your advisors how they
feel about it. And having the customer call in and ask
for an appointment is not proactive. It's reactive. And
you're losing control of your potential business. What's
more, when the message is transferred from one party
(BDC) to another (Service Advisor), something could
get lost in translation. This could result in a bad experience
and low CSI score.
Every time I go to the dentist, they ALWAYS set the
next appointment at the end of the current appointment.
That way, I know what I'm coming back for AND
THEN they call three times to remind me of the appointment.
As a customer, I value getting my next appointment
on the calendar. A true BDC can do all that
in addition to presenting the same menu the advisor
will, thus creating a consistent message. If the dentist
can do it, so can we!
JANUARY FEBRUARY 2023 || FIXED OPS MAGAZINE
51

Fixed Ops Magazine - 2023 Vol20 01

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2023 Vol20 01

Fixed Ops Magazine - 2023 Vol20 01 - 1
Fixed Ops Magazine - 2023 Vol20 01 - 2
Fixed Ops Magazine - 2023 Vol20 01 - 3
Fixed Ops Magazine - 2023 Vol20 01 - 4
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