Facts Not Feelings with Brooke C. Furniss

It is Monday and yours truly saw something she thought she would never see. Game 4 tickets for ALCS were slashed from $211 to $20. The New York Yankees are notorious for having some of the highest if not the highest ticket in baseball, yet all Yankee fans knew the fate. The question is why, and how the hell does this relate to automotive?!

Let’s rewind to Friday and our conversation with Steve Roessler. We ALL are sitting on goldmine, not just the &$@#*^% Yankees. What are we doing with it? Are we utilizing it properly? Are maximizing each opportunity to its full potential? Are we striving each day to be better and not rest on our laurels? OR instead are we asleep at the wheel? Are we drunk on profit? Are we letting a system dictate to us what we must  do? Are resorting to bad habits? Are we so far ahead of everyone that we get lazy and take our eyes off the end goal? Are we treating each guest like it's their very first time with us and they are a VIP? If we are not constantly sharpening our skills, we will turn into my beloved New York Yankees and instead of being on track for the best record in MLB…we will be swept, slash tickets for peanuts, lose all sense our our identity, and be showing videos of your arch nemesis for motivation.

Connect with Steve Roessler:  https://qrco.de/bdOE7c

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Let BZ Consultants Inspect What Should Be Expected🕵 https://qrco.de/bcqqFo

Watch The Auto Hub Show:: https://bit.ly/3VWFX6Y

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Chapters

0:00 Start

0:43 Yours truly is hurting a bit this morning. I am still trying to process what happened not only over the weekend but the last half of the baseball season with my beloved New York Yankees. They went from being on track to have the best record in MLB, having the Home Run King, Aaron Judge on their team, consistently having one of the highest priced teams and highest ticket prices, TO slashing Game 4 ALCS Tickets to $20 and being swept by the Houston Astros.

3:00 How does it correlate to our industry? Are we doing the same thing and falling into the same trap as the 2022 Yankees? Is it our goal to maximize every opportunity, to improve, and to be at the top of our game? Are we drunk on profit? Are we going to blame the freaking wind and show videos of the arch nemesis for motivation?! Are you the New York Yankees of the 90s or 2022?

#FactsNotFeelings #MovingAutomotiveForward #NewYorkYankees #Yankees #ALCS #Yankees2022 #NYY #AreYouTheNewYorkYankeesof2022 #NewYorkYankeesReactions #DrunkOnProfit #YankeesOf2022 #90sYankees #NewYorkYankeesReactions #DrunkOnProfit #BlameTheWind #BlameItOnTheWind #AutoHubShow #CRM #SteveRoessler #DriveCentric #CustomerRelationshipManagement #ReachFurther #ReachYourCustomersBetter #ExpandYour #MarketReach #GoFurther #BuildBetterRelationships #TheOpportunityIsRightThere #OpportunitiesAbound #HelpCustomersMore #YouAreSittingOnAGoldmine #Consultant #Podcast #Automotive #CarConsultant #AutomotiveConsultant #CarTalk #CarDealership #WomenInAutomotive #WomenInBusiness #AutomotiveMarketing

CRM…and we lost the audience. Seriously, Brooke? You are REALLY going to talk about Customer Relationship Management tools?! Well not exactly. More like, engagement. How to do more with less. Why we should change our mindset & start viewing CRMs as an engagement tool rather than data management tool. Could you imagine simplifying the process and having the time to actually datamind your database? Wouldn’t you love to know when and how to communicate with your customers and how that drives ROI? Call me crazy, but that would be pretty epic!

Steve Roessler, Chief Evangelist Officer of DriveCentric, & I discuss using your CRM to maximize marketing & customer engagement. With hundreds of thousands of customers, why should you pay for acquisition tools? You are sitting on a goldmine! Our discussion will include how to effectively utilize your existing database and best practices for maximizing ROI. Whether just starting or a veteran with using video, this topic has been the subject of Steve's keynotes countless times!

Connect with Steve Roessler:  https://qrco.de/bdOE7c

Let BZ Consultants Inspect What Should Be Expected: https://qrco.de/bcqqFo

Youtube ▶️ https://bit.ly/3zeOw3i

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Chapters

0:00 Start

1:12 Many have tried to match Steve Roessler’s, Chief Evangelist Officer of DriveCentric, energy but all failed. Let's do this!

4:31 Before jumping into the main topic at hand, let’s hit the hard journalism: What's Steve Roessler’s beer of choice?

7:39 Why should your CRM be viewed as an engagement tool rather than a data management tool? How can we better engage with our consumers? How are you conversing with your customers: like a robot or like they are your friends? Are you earning the rightt to speak with the customer on the phone through texting? Are you using video to bridge the digital showroom gap?

10:53 Not sure why, when, or how to send the video. There's the classic Walk Around and BDC Intro video, which are a great start. Why not take a step further? Have some fun, let your personality shine through the video, & think outside the box with some of Steve’s fun ideas! What’s your favorite?

13:05 Don’t forget about service! Including video into your process not only adds an extra layer of personalization but also transparency which equates to an average of $100 more per RO when video is used.

15:26 Remember the tool is only as good as the human using it! Do not forget to use common sense! Are your processes set up correctly? Do not rely solely on a machine to tell you what to do.

20:22 Are you celebrating video at your store to build culture?

25:14 We all want more time in our lives! Video saves you time. By the time it took you to write that email, you could have sent multiple videos! Consumers are impatient, this has been massively accelerated since 2020. If we do not answer our customer's question with an actual human conversation within 10 minutes, their patience with us is gone.

33:56 How you engage with your customers and answer with intention and urgency provides reassurance to the customer that you are there for them, leading to a psychological win & brand that is lasting. Is your customer experience developing a customer reaction?

39:52 Lightning Round Where Lightning May Have Struck the Studio & Fried the Communication

#FactsNotFeelings #MovingAutomotiveForward #LiveWithDriveGuy #CRM #SteveRoessler #DriveCentric 

Are we all settled in *cough* detoxed from a week in Vegas? I slept all day Sunday! For all the calls & texts I missed yesterday, I was out cold in our Theater Room as Red Zone lulled me to sleep!

Whether it's Conference or 20 Group (insert groan here), I always find it key to address the Red Shiny Object Syndrome. There were a lot of new cool gadgets that maybe you saw. Some may actually do all that proposed “stuff.” There are some incredible companies that do incredible work. Research ahead of time and prepare a game plan to avoid falling victim to false advertising when a company promises you the moon, the sun, & the stars. Is anything actually broken? Do you consider how this tool, this service, and company will integrate with your existing technology, people, & processes? Prepare yourself with questions to ask to ensure both parties benefit from this? If not, it may not be the best time to make a switch. You can still find it in a couple weeks even if it is the best thing since sliced bread.

Today marks 14 years since my Corneal Transplant, a testament to patience, optimal results, & seeing the long game. I was told a Corneal Transplant was a worse case scenario and “we would never get there.” I went from 20/20 vision to almost blind in about five years. A lot of things had to fall into place for me to land with the best of the best doctors back in 2008. When I did, I went in very arrogantly as I believed I was fine and to prove another doctor wrong. Spoiler alert, I had surgery a couple weeks later.

Why tell this story? This surgery was successful because of the efforts of an entire team. It takes me every single day working towards a bigger goal. My whole world was turned upside down back in 2008. Every six months I fly back to Utah. Every person on our team knows the goal. We strive for it everyday. My vision is at risk if we take our eyes off the ball for a moment.

The sentiment holds true even though our relationships with our automotive business partners are not life threatening. Are we there for each other? Strive for a common goal every day? Are we aware that even a small deviation can have devastating effects? Are we chasing the red shiny objects until the shine wears off and then discarding them? Choose a partner that will be with you through thick and thin…like corneal thinning thin!

Let BZ Consultants Inspect What Should Be Expected: https://qrco.de/bcqqFo

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Chapters

0:00 Start

0:54 Detoxing and recovering from Digital Dealer, Vegas, and sleeping all day Sunday

1:54 Do you have Red Shiny Object Syndrome? When at conference, 20 Group, or on a demo, are you chasing the shiny mirage of the newest gadget? Do you analyze your current problem to determine if there are people, process, products, or technology issues, and how this new “thing” can be most efficient and effective in solving them?

3:57 As a dealership it is incumbent on you to come ready to ask questions. It is your job to do your research prior. If you decide to partner with a company, you need to interview them first to ensure they are the best match for your team, your process, and your technology.

5:32 Today 10/17/22, marks my 14 year anniversary of my Corneal Transplant. My team of doctors and I formed a lifetime partnership 14 years ago. It takes us everyday striving towards one common goal & constant communication to ensure I have vision and don’t have any type of rejection.

10:59 We may not lose our eyesight in automotive. However, if we are not vetting out business partners, striving towards one goal, and communicating, we have become blind.

#FactsNotFeelings #MovingAutomotiveForward #RedShinyObject

Anyone else collapse into their bed last night and by the time their head hit their pillow were out like light? Pick me, pick me! Three to four days of jammed pack of content, connecting, and catching up with old friends and new ones that will go down as old ones with the passing years. I stand in awe of the talent, the brain power, and the overall incredible-ness of the humans in this industry that continually strive to move it forward, to better it, to ask “how may I help?” Yes we were at a digital conference. To me, who excels in the digital arena, that was not the highlight or the coolest gadget in Vegas. It was and will always be the people. Without them, without you, without all these relationships. We have nothing. Let us all continue to move this industry forward hand in hand and reach down with a helping hand when a colleague is in need.

Let BZ Consultants Inspect What Should Be Expected: https://qrco.de/bcqqFo

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Chapters

0:00 Start

0:40 Recovering from Las Vegas and Digital Dealer 2022

3:01 The Best Part of Digital Dealer Was….The People. Not even a question. There is incredible technology; however, we are nothing without the amazing humans in our industry. Without these relationships, the coolest gadgets are meaningless. None of the awe inspiring tech works without these extraordinary people.

8:15 Launching Leaders: This is Not A One Time Thing That Ended In Las Vegas at Digital Dealer! This is a movement that will grow with each passing day. Whatever you need, please reach out to one of us!

10:37 Don’t forget to go back and review your notes from conferences. Too often all those super impactful notes we took get lost in a notebook or a Google Doc and are never implemented and never see the light of day. Establish a cadence to go back and apply what you have learned.

#FactsNotFeelings #MovingAutomotiveForward #DigitalDealer #TakeawayFromDigitalDealer #HumanConnection #BestThingsAtDigitalDealer #WithoutRelationshipsWeHaveNothing #TechnologyAndRelationships #Connections #Consultant #Podcast #Automotive #CarConsultant #AutomotiveConsultant #CarTalk #CarDealership #WomenInAutomotive #LaunchingLeaders #WomenInBusiness #AutomotiveMarketing

It’s Monday and we are on our way to Viva Las Vegas Baby for Digital Dealer! Can’t wait to see you all there. Before we hop on a plane, let’s chat about Friday and our chat with Better Vantage Point’s Tom Kline. What did you learn? What insights did you gain? What was your take away?

This week I am so excited to meet and see so many of you in person. Launching Leaders first annual kick off is this year and so stoked to see so many incredible females crush this industry!

Follow Tom: https://qrco.de/bdN0mC

Youtube: https://bit.ly/3rGunPp

Apple: https://apple.co/3yslvAs

Spotify: https://spoti.fi/3SWMkW0

Let BZ Consultants Inspect What Should Be Expected: https://qrco.de/bcqqFo

More on Gramm-Leach-Bliley Act (GLBA): https://bit.ly/3C8qk30

How To Comply with the Privacy of Consumer Financial Information Rule of the Gramm-Leach-Bliley Act: https://bit.ly/3M269bw

FTC's Privacy Rule and Auto Dealers: https://bit.ly/3dXETyB

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Chapters

0:00 Start

0:52 Viva Las Vegas: So excited to finally attend Digital Dealer and be in person at a conference live in person and see you all!

3:25 Tom Kline: Wow, Wow, Wow! What an incredible conversation we had on Friday with him. What  was your biggest take away from GLBA chat? For me there were so many! I loved Tom’s point about that without inspecting what you expect, you do not have a compliance program. You must audit everything.

#FactsNotFeelings #MovingAutomotiveForward #GLBA #GrammLeachBlileyAct #GLBASafeguardsRule #Compliance #FTC #TomKline #BetterVatangePoint #ADF #XML #DigitalDealer #Consultant #Podcast #Automotive #CarConsultant #AutomotiveConsultant #CarTalk #CarDealership #WomenInAutomotive #LaunchingLeaders #WomenInBusiness #AutomotiveMarketing

Tom Kline from Better Vantage Point & I've been speaking about GLBA for bit. Last week I dove into the Facts Not Feelings archives where Chris Tragesz, a cyber security forensics specialist, sat down with me at the first of the year in “What’s the Biggest Risk?” Following up from “We're Gonna Need A Bigger Megaphone,” Tom & I are diving into GLBA & ripping off the Bandaid. What happens when you rip off the Bandaid? It stings at first. The pain's instantaneous, but gets better a lot quicker than a slow painful death!

What makes this episode different? How can we bring more value? Tom Kline! Tom recently gave a GLBA presentation to the NIADA National Policy Conference. He has 30 years of dealership ownership experience. He now excels in dealership dispute, compliance, risk mitigation, & consulting with his company Better Vantage Point. Next, simplify the talking points. A lot of acronyms & scary terms are used. We want to make this easy, breezy, Cover Girl!

Gramm-Leach-Bliley Act (GLBA): https://bit.ly/3C8qk30

The Privacy of Consumer Financial Information Rule of the GLBA: https://bit.ly/3M269bw

FTC's Privacy Rule & Auto Dealer FAQ: https://bit.ly/3dXETyB

Follow Tom: https://qrco.de/bdN0mC

Let BZ Consultants Inspect What Should Be Expected: https://qrco.de/bcqqFo

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Chapters

0:00 Start

2:24 GLBA: What? Why? How do ADF/XML forms fit into the Gramm-Leach-Bliley Act?

3:58 Gramm-Leach-Bliley Act history. When's the deadline for dealers?

4:32 What's the first, biggest, & most complicated component of the GLBA in Tom’s mind? 

6:12 Quick ADF/XML leads tutorial:

7:32 Do you know that the definition of PII (Personal Identified Information) is changing?

8:57 To reiterate the last few minutes, there is no one solution that can make you 100% GLBA compliant.

11:07 What's “First Party Data”?

12:14 What's a Compliance Management System (CMS)? Do dealerships need one?

15:15 What are the penalties for violating GLBA? GLBA fines?

16:25 What are the main bullet points of GLBA and FTC Privacy Rules that Dealers should be implementing right now? #1 Securing Data #2 MFA: What is MFA (Multi-Factor Authentication)? Which product does Tom recommend? #3 Education: Did you know that you need to train all of your employees? Are you having all employees sign a policy?

19:40 Dealers can use GLBA software to handle about 30% of the heavy lifting when managing vendors.

21:35 Phishing Tests: Will this truly be implemented in house? It'll take a massive culture shift in some stores. 

23:46 Unless you have an audit function behind your compliance program you don’t have a compliance program!

24:51 How much insurance do I need? What's Risk Appetite?

31:02 Are Reputation Management companies sufficient?

39:52 Dealers need to audit their websites to ensure compliance with advertising laws. 

44:43 Lightning Round

#FactsNotFeelings #MovingAutomotiveForward #GLBA #GrammLeachBlileyAct #GLBASafeguardsRule #FTC #TomKline #BetterVantagePoint #ADF #XML #Podcast #Automotive #CarConsultant #AutomotiveConsultant #CarDealership #WomenInAutomotive #WomenInBusiness  

There's a chill in the air. Pumpkin Spice cars are back in season. October and Fall are here. Not to scare anyone, but we’re 82 days, 10 Hours, 17 mins, & 10 Seconds, 9 Seconds…away from Christmas. Apparently businesses know this because Mariano’s had Advent Calendars at the grocery store yesterday...insert facepalm emoji.

Speaking of being prepared and Christmas lists, did you catch Scott Risley’s & I conversation on Friday? Are you a partner or a vendor? Are you maybe going to be a better partner after listening/watching it?

Follow Scott: https://qrco.de/bdMemd

Apple: https://apple.co/3CopijN

Spotify: https://spoti.fi/3dWONk1

To continue this partner & insanely early Christmas theme, I wanted to share my favorite gigging partners with you all. Without them, I would be lost. They make me look good. It was worth the wait to find all of them. Alright drum roll please…

Mike_gi does all my intro/outro animations/stingers/motion graphics for my shows. The moment I saw Nike was one of his clients, you know I was hooked! If you are looking for someone to do your video animations, Mike is your guy! Find him: https://bit.ly/3BMvRwd

Deleyo is my graphic designer for everything social. His responsiveness, customer service, ability to see my vision, and turn around time is incredible. Find him here: https://bit.ly/3Cu5n48

Thumbnail_ayan or simply Ayan makes the most incredible thumbnails I have ever seen. He came into the family most recently & all I can say is wow! Since switching to him, all metrics have increased. Need another reason to use him, TubeBuddy is one of clients. Nuff said. Find him here: https://bit.ly/3C6c6j i

Work smarter, not harder! Do you have a favorite gigging partner?

Tues 10/4 at 2 PM CST We're kicking off our Digital Dealer Launching Leaders: Women's Meetup with a Zoom Call. Interested in being a mentee or mentor? Register Here: https://bit.ly/3RnaJSY

Partners are there in the good times and bad. Our friends, colleagues, & family in Florida need our assistance. Whether you can give monetarily or with well wishes, please do. Help those impacted by Hurricane Ian: https://abcn.ws/3y5oKh

Let BZ Consultants Inspect What Should Be Expected: https://qrco.de/bcqqFo

Follow, subscribe, rate, & never miss a show!

Chapters

0:00 Start

0:40 Powering Through with Shoulder Falling Out, AC Separation, and Technological Issues

1:56 Pumpkin Spice Cars are back in season! While Fall is here, businesses have already skipped to the Christmas Season as Advent Calendars are being sold in stores! 

2:57 Are you going to be a better partner to your business partner for Christmas?

4:01 Speaking of partnerships & early Christmas. Who are your favorite Gigging Partners? Here's my list

8:36 Digital Dealer Launching Leaders

10:07 Help out our friends in Florida 

11:23 Tom Kline from Better Vantage Point will be on the show this Friday

#FactsNotFeelings #MovingAutomotiveForward #HowdyPartner #FavoriteGiggingPartner #Fiverr #FiverrGig #PartnerVsVendor #ScottRisley #MohawkHonda #BZConsultants #BZConsultantsGroup #HurricaneIan #LaunchingLeaders #DigitalDealer #TomKline #GLBA #Consultant #Podcast #Automotive #WomenInAutomotive #WomenInBusiness #AutomotiveMarketing

Partner or Vendor: which provides more business value? Do you really regard yourself as a true partner at the dealership or at your agency? Are you truly engaged with your role, or do you merely check the boxes and collect a check? Do you know what it takes to be a partner? Do you listen to understand each other’s needs? Do you call only when it benefits you? Are you seen as an authoritative resource? 

Scott Risley, Digital Marketing Manager at Mohawk Auto Center, sits down with me as we dive into the differences between partners and vendors and how you distinguish between a vendor vs partner. Our discussion will revolve around the importance of these relationships and how lacking them costs your business money. 

Follow Scott: https://qrco.de/bdMemd 

Help Those impacted by Hurricane Ian: https://abcn.ws/3y5oKh 

Register for Digital Dealer Launching Leaders Women Meetup:: https://bit.ly/3RnaJSY 

Connect with BZ Consultants:: https://qrco.de/bcqqFo 

Chapters 

0:00 Start 

1:43 Scott & I's first time meeting at DMSC in Napa where I stopped teaching mid-lecture as I was blown away by Scott's processes. 

4:12 Which provides a better value?. Are you doing what it takes to be a true partner? 

5:05 What makes a good partner in Scott’s mind? How is he vetting business partners from vendors? What characteristics make a true partner? 

6:55 What does Scott see as the key difference between a partner and vendor? 

9:26 How can you maximize your business partner meetings? Are both parties transparent, holding each other accountable, & providing actionable items? 

17:47 Skipping the Pregnancy and Delivering the Baby! What Scott has found works best in communicating & keeping all parties informed. 

19:12 How are you treating people when they are not giving you more money? Are you being asked to increase your budget or add products each month? 

23.52: If your network is your net worth, why are you burning your money? Don’t continue to cast pearls to swines. YOU personally need to continue to grow & learn so that you can be a better partner. 

25:15 You may have the best product ever but the rep’s personality is not a good fit. How many services are canceled simply because they didn’t know they could switch reps, or they didn't know that the product could do “that?” 

29:15 Domino effect: A feeling of frustration, anger, and a vow that you'll never use the product/work with the company again, and you're back to square one looking for a solution! 

30:21 Are you building a relationship with the rep at the company? Are you making your rep your ally and partner? Making their job easier? 

32:51 What is Scott Risley’s one actionable that you can implement today about being vendors and partners? 

33:52 Digital Dealer Launching Leaders: Women Meetup. Numerous incredible females have assembled to form the Digital Dealer Launching Leaders: Women Meetup! On Oct 4th, we will hold a Zoom call to discuss opportunities for mentoring and menteeship. On the first day of Digital Dealer, we will meet for lunch. Buddy systems make conferences more fun! 

35:20 Lightning Round Follow, subscribe, rate, and never miss a show! 

#FactsNotFeelings #MovingAutomotiveForward #HowToMakeTheMostOfYourBusinessPartnershipRelationship #PartnerOrVendor #DifferenceBetweenPartnerAndVendor #PartnerVsVendor #AreYouAPartnerOrVendor #WhatIsAPartnerVsAVendor #BusinessParter #BZConsultants #BZConsultantsGroup #FactsNotFeelingsFriday #ScottRisley #MohawkChevrolet #MohawkHonda #MohawkWay #Podcast #Automotive #WomenInAutomotive #AutomotiveConsultant

End of month, bring it! After Friday’s episode “Outsourced BDC: The Good, The Bad, The Ugly” with Robin Wilson, I think we are all ready to take on the world! I love how she knows who she is, knows the importance of being a trailblazer and leans into it, and does everything possible to move this industry forward. Robin will be the first to lend a helping hand to whomever needs it.

Robin and I’s conversation is live anywhere you get your podcasts and will be on Youtube tomorrow (Thursday).

Apple: https://apple.co/3dF9W21

Spotify: https://spoti.fi/3C8S20T

Youtube: https://bit.ly/3dNUeS2

Connect with Robin Wilson:  https://qrco.de/bdIeyg

Sometimes our singular voice isn’t enough and we need that extra assistance. Sometimes we need a bigger megaphone. Maybe you are promoting an event. If people only hear your voice alone, it will eventually fall on deaf ears. There need to be other voices to validate this event, conference, or whatever the “thing” is to legitimize it.

I will take this a step further. Since June I have been diving into GLBA and the fact there is no one seems to be working towards the resolution of the ADF/XML portion. There are companies left and right charging dealerships  a lot of money to be “GLBA Compliant.” HOWEVER, when pushed about this ginormous other portion, they all fall short. My voice is not enough. My voice is not loud enough. It is going to take a MUCH bigger and louder megaphone. Enter Brian Pasch. Who is listening now? Who is paying attention now? It takes all of us to move this industry forward. It takes all of us collaborating and rowing the boat in the same direction to accomplish the bigger goal.

Connect with Brooke and BZ Consultants Group: https://qrco.de/bcqqFo

Chapters

0:00 Start

1:39 What Were You Key Takeaways from Robin and I’s Conversation

4:11 There are times when our singular voice isn't enough and we need a little extra help. Sometimes we need a bigger megaphone. Maybe you are promoting an event. It will eventually fall on deaf ears if people only hear your voice. Other voices are needed to legitimize this event, conference, or whatever this "thing" is.

5:09 Furthering this thought. GLBA and the lack of progress on the ADF/XML section have been on my mind since June. It is common to see companies charging dealerships to be an "GLBA Compliant"; however, when confronted with the ginormous other portion, none of them rise to the occasion. My voice is not enough to make a difference. My voice is not loud enough. It is going to take a MUCH bigger and louder megaphone. Enter Brian Pasch. Who is listening now? Who is paying attention now?

7:48 In order for this industry to progress, we all need to work together. Our bigger goal can be achieved only when we work together and row the boat in the same direction.

Follow, subscribe, rate, and never miss a show!

#FactsNotFeelings #MovingAutomotiveForward #TakesAllOfUs #BiggerMicrophone #GLBA #ADF #XML #Collaboration #BrianPasch #LouderMicrophone  #OutsourcedBDC #BDC #RobinWilson #ProsAndConsOfExternalBDC #BenefitsofOutsourcingBDC #InHouseBDCVsOutsourceBDC #ShouldIHaveAnOutsourcedBDCCompany #BZConsultants #BZConsultantsGroup #FactsNotFeelingsFriday #EpicBDC #HowToRunASuccessfulBDC #WhenToOutsourceYourDealershipBDC #CustomerJourney #CustomerExperience #Consultant #Podcast #Automotive #CarConsultant #AutomotiveConsultant #CartTalk #CarDealership #WomenInAutomotive #WomenInBusiness #AutomotiveMarketing

How many “leads,” or what I like to call business opportunities, does your BDC (Business Development Center) receive in a given month? As the owner, manager, and overseer, are you aware of the resources it takes to provide your teams in order to handle the volume? Maybe you have been contemplating outsourcing your BDC or simply have questions about how outside BDC’s work. Robin Wilson, Founder of SCP Agency and EPIC BDC, sits down with me as we discuss the good, the bad, and the ugly of Outsourced BDC.

Connect with Robin Wilson: https://qrco.de/bdIeyg

Connect with BZ Consultants Group: https://qrco.de/bcqqFo

Follow, subscribe, rate, and never miss a show!

Chapters

0:00 Start

1:52 Maybe You Have Been Contemplating Outsourcing Your BDC or Simply Have Questions About How Outside BDC's Work. Robin Wilson, #Badass #BossBabe And Founder of SCP Agency and Epic BDC, Reviews The Good, The Bad, And Even The Ugly Of Outsourced BDC. She Also Shines A Light On How Vital It Was To Spend Time In A Dealership And Learning At Ground Zero. Without This Knowledge, Epic BDC May Have Never Been Born!

10:29 When To Outsource Your Dealership BDC? When Should I Make the Move to An Outsourced BDC? When Is That A-Ha Moment? If I Outsource My BDC, Is It A Permanent Thing? Are There Other Options?

12:34 If I Hire An Outsourced BDC Company, What Do I Do With My Current BDC? Do I Still Need Someone In-House? Do Redistributed the BDC Team Somewhere Else In The Dealership?

15:41 Congratulations, Management Has Made the Decision To Go With A Kick Ass BDC Company! Now What? Do You Sit Back and Say “Jesus Take The Wheel” and Hope For The Best?!

18:49 What Was One of The First Things Robin Wilson Learned From GM Evelyn Chatel at Bean Automotive?

20:27 What Are You Doing To Keep Up Your Team’s Morale? Do You Have a Hype Man?

22:38 What Are The Pros and Cons of Going With An Outsourced BDC? What Are the Benefits of Outsourcing BDC

27:47 Struggling With Turnover and Staffing Issues? Not Sure If Your Team Is Going to Show Up Day In And Day Out? Outsourced BDC Companies Show Up Everyday. The Best Ability Is Availability!

28:55 How Can The Dealership and The Outsourced BDC Company Be The Most Successful? Are Both Parties Striving For A Partnership?

35:39 Lighting Round and Where To Follow Robin Wilson

#FactsNotFeelings #MovingAutomotiveForward #OutsourcedBDC #BDC #RobinWilson #ProsAndConsOfExternalBDC #BenefitsOfOutsourcingBDC #InHouseBDCVsOutsourceBDC #ShouldIHaveAnOutsourcedBDCCompany #BZConsultants #BZConsultantsGroup #FactsNotFeelingsFriday #EpicBDC #EpicAF #HowToRunASuccessfulBDC #WhenToOutsourceYourDealershipBDC #CustomerJourney #CustomerExperience #Consultant #Podcast #Automotive #CarConsultant #AutomotiveConsultant #CartTalk #CarDealership #WomenInAutomotive #WomenInBusiness #AutomotiveMarketing