Dealership Operations
BDC & Internet
Speed to lead is a discipline, not a policy on paper.
01
Operating Philosophy
A BDC is only as good as its follow-up cadence and its willingness to keep working a lead after the first no-response. Response time sets the ceiling on appointment rate; discipline on unsold follow-up decides how much of that ceiling you actually collect. The showroom handoff — from BDC to salesperson — needs to be as tight as the sales-to-F&I handoff, or the appointment you worked hard to set gets lost in the building.
02
What I Measure
- Lead response time
- Contact rate
- Appointment-set rate
- Appointment show rate
- Appointment-to-sold rate
- Lead source performance
- Unsold-lead follow-up / long-term nurture activity
03
How I Manage It
- Response-time standard enforced with manager visibility, not just a CRM setting
- Appointment confirmation built into the process, not left to hope
- Showroom handoff scripted so the appointment doesn't go cold at the door
- Unsold leads worked on a defined long-term cadence instead of going dark after one attempt
04
Where Dealerships Lose
- Slow first response treated as a minor miss instead of the appointment-rate killer it is
- Appointments set but never confirmed, so show rate erodes quietly
- A weak handoff from BDC to the floor that loses the appointment's momentum
- Unsold leads abandoned after the first follow-up attempt
05
My Systems & Frameworks
Hot Transfer
Full framework coming soon.
06
Tools & Dashboards
Resources Coming Soon
Dashboards, spreadsheets, and scorecards will appear here as they're published.
Ready to raise the floor here?
Executive operations review, department-specific training, or a full operating assessment.