CentralBDC

BCP Beacons: Spotlight on Angelina and Michelle! This month, we're turning the BCP spotlight on two shining stars who exemplify our core values! Angelina Myers, Billing Specialist, is a quiet powerhouse EVP of Finance, Lois Alpha, who nominated Angelina, remembers: "When I first came to BCP, Angelina's talent was already making waves in another department. I knew I had to have her on my team!" What truly sets Angelina apart? Her eagle eye for detail, incredible work ethic, and deep understanding of both our customers and products. But it's her relentlessly positive attitude that truly shines. Angelina isn't afraid to ask questions – a quality that ensures the job will consistently be done well. Michelle Broussard, Outbound Call Agent, is a beacon of positivity and support Outbound Department Manager, Matt Rhoden, who nominated Michelle, says it best: "Michelle consistently lives and breathes BCP's core values in everything she does." Michelle embodies "Be Kind" and "Be Selfless" every day, creating a warm and encouraging atmosphere for her colleagues. Her presence truly lights up every meeting, and when she's not around, her absence is keenly felt. Michelle's positive impact goes beyond her individual tasks. Her upbeat attitude and constructive contributions to team discussions foster a vibrant and collaborative environment in the Outbound Calls Campaign department. A huge congratulations to Angelina and Michelle! Your dedication, positive spirit, and willingness to go the extra mile make BCP a truly special place. #BetterCarPeople #BeaconAward #Teamwork #EmployeeRecognition

The used car market has shifted dramatically. Today's buyers are armed with more information than ever before. Carfax reports, online review sites such as Edmunds and CarGurus, and instant price comparisons put the power firmly in their hands. So, how does an educated dealership stand out in this transparent landscape? The answer lies in engagement. Forget the days of relying on information asymmetry to close deals.? Instead, focus on building trust and becoming a trusted advisor. Here's why engagement matters: ? Cuts through the noise: With a sea of online information, buyers crave a human connection. ? Engaging conversations allow you to showcase your expertise and address their specific concerns. ? Answers questions before they're asked: Anticipate buyer needs and proactively address them through clear communication. This builds trust and positions you as a reliable source of information. ? Uncovers hidden value: Engagement helps you understand a buyer's unique needs and preferences. You can then highlight features and benefits that might be overlooked in a simple online listing. Remember: Transparency is key: Be upfront about a car's condition, history, and any potential issues. Honesty goes a long way in building trust. Be a resource: Offer additional information, answer questions readily, and guide buyers through the buying process. Have a trained team: Utilize your BDC to be the trusted advisor to the customer, giving accurate information and helping them on their sales journey. In a world of informed customers, engagement is your new edge. By prioritizing open communication and building trust, you can turn informed buyers into loyal customers. Ready to start engaging? Better Car People can always help. #automotive #automarketing #customerservice #autotech https://lnkd.in/gQWNuBGj

2023 NADA Data Report: A Wake-Up Call for Dealership Engagement Strategies The National Automobile Dealers Association (NADA) recently released its 2023 Data report, and it paints a fascinating picture of the current automotive retail landscape. While there are positive signs – dealerships sold a significant number of vehicles (over 15.5 million!) – there are also trends that suggest a reevaluation of engagement strategies. Key Takeaways: Inventory Glut: Compared to 2022, dealerships are holding onto more vehicles. This can be attributed to factors like increased vehicle production and potentially softening demand. Incentive Frenzy: OEM incentives are up a staggering 110% year-over-year. This suggests manufacturers are trying to stimulate sales in a market with rising inventory. Days Supply Dilemma: The average days' supply of vehicles on dealer lots (44 days) is well above the new "normal" established post-2020. This indicates that dealerships might be carrying more inventory than they can quickly sell, which affects the floorplan for many. Marketing Jump: Dealership advertising spend is averaging over half a million dollars annually, with a focus on SEO and SEM (Search Engine Optimization and Search Engine Marketing). Third-party leads are another significant investment. So, the question remains – are dealerships getting the most out of their advertising dollars? With higher inventory, increased incentives, and a potentially softening market, it's crucial to convert every lead that comes through the door. The data in this research highlights a potential blind spot: Are all these leads being responded to quickly and professionally? In today's competitive environment, consumers expect a fast and consistent customer experience. As a dealer, you have two choices: Engage every lead in-house, or look to a trusted partner to help. Managing your own engagement team has his benefits: they are onsite and they can see the inventory. The negatives are ones that are very familiar with dealers: high cost of employees, benefits, training, time-off, call-outs, and turnover. And with the high rate of churn in BDCs specifically, it compounds the cost. Many have turned to off-site engagement teams to help with this solution, often costing less than the salary of one agent. But not all are the same. Make sure to look for a comprehensive suite of solutions that ensure every customer interaction, across online leads, websites, chat, texts, and phone calls, receives a prompt and professional response. Also, AI alone is not a great experience for your customers. Find a company that has a blend of live agents and AI ensures that 24/7/365 coverage, with a consistent brand voice that builds trust and strengthens customer relationships. Don't let your marketing dollars go to waste. Let Better Car People help you turn leads into loyal customers. https://lnkd.in/eqmShBZm

Let's Talk Customer Service in the Digital Age Let's face it – the auto industry is in overdrive with tech. From virtual showrooms to robots diagnosing engine troubles, things are changing fast.? But here's the thing I keep coming back to: even with all these fancy widgets and self-learning technology, amazing customer service is still the engine that drives dealerships forward. Think about it.? A customer sends in a lead or reaches out via chat, maybe a little stressed about the whole car buying process.? A friendly, knowledgeable agent can listen to their needs, answer questions, and calm those pre-purchase jitters. That personal touch builds trust, creates a connection, and makes them way more likely to remember your dealership when it's time for a new car or service. Now, don't get me wrong—technology isn't the enemy. It's a powerful tool that has made things much more efficient. Imagine using data to personalize recommendations, streamlining paperwork with online tools, or offering convenient ways to connect with staff and answer initial questions (hours, directions, etc.). Tech can free up your team's time to focus on what they do best: building customer relationships. Here's the secret sauce: striking that perfect balance.?Tech should make things easier, not replace the human connection. At Better Car People, we call this Collaborative Intelligence. So, how do we make it work? Train your team to be tech ninjas, but customer service champions: Equip them with the skills to leverage those new tools while still remembering the importance of a good conversation and meeting consumer needs. Empower your staff to go above and beyond: Create a culture where exceeding expectations is the norm, not the exception. The bottom line? The future of dealerships isn't just about the latest tech innovations. It's about embracing innovation while nurturing that human connection.? By focusing on both, we can build lasting customer relationships, create loyal fans of our brand, and keep our dealerships thriving in this ever-changing landscape. And if the tech becomes too much too fast, there are always companies like Better Car People who make it our job to know this so you don’t have to. #Customerservice #automotivemarketing #automotive #automotivetech "https://lnkd.in/eMND6-2J". They talk about the magic of balancing empathy with tech to create seamless, personalized experiences.

Let's Talk Customer Service in the Digital Age Let's face it – the auto industry is in overdrive with tech. From virtual showrooms to robots diagnosing engine troubles, things are changing fast.? But here's the thing I keep coming back to: even with all these fancy widgets and self-learning technology, amazing customer service is still the engine that drives dealerships forward. Think about it.? A customer sends in a lead or reaches out via chat, maybe a little stressed about the whole car buying process.? A friendly, knowledgeable agent can listen to their needs, answer questions, and calm those pre-purchase jitters. That personal touch builds trust, creates a connection, and makes them way more likely to remember your dealership when it's time for a new car or service. Now, don't get me wrong—technology isn't the enemy. It's a powerful tool that has made things much more efficient. Imagine using data to personalize recommendations, streamlining paperwork with online tools, or offering convenient ways to connect with staff and answer initial questions (hours, directions, etc.). Tech can free up your team's time to focus on what they do best: building customer relationships. Here's the secret sauce: striking that perfect balance.?Tech should make things easier, not replace the human connection. At Better Car People, we call this Collaborative Intelligence. So, how do we make it work? Train your team to be tech ninjas, but customer service champions: Equip them with the skills to leverage those new tools while still remembering the importance of a good conversation and meeting consumer needs. Empower your staff to go above and beyond: Create a culture where exceeding expectations is the norm, not the exception. The bottom line? The future of dealerships isn't just about the latest tech innovations. It's about embracing innovation while nurturing that human connection.? By focusing on both, we can build lasting customer relationships, create loyal fans of our brand, and keep our dealerships thriving in this ever-changing landscape. And if the tech becomes too much too fast, there are always companies like Better Car People who make it our job to know this so you don’t have to. #Customerservice #automotivemarketing #automotive #automotivetech "https://lnkd.in/eMND6-2J". They talk about the magic of balancing empathy with tech to create seamless, personalized experiences.

BCP Beacons: Shining a Light on Chelsea and Lupita! As the CEO, one of the best parts of my job is getting to recognize the amazing people who make BCP as great as it is.? The even better part? They are nominated by their colleagues and managers– a true testament to their appreciation of the team members. Every month at our All-Company Meeting, we have the chance to celebrate colleagues with the Beacon Award. This award honors team members who live and breathe our core values: making money (profitability!, putting others first (selflessness), and being kind and supportive (kindness). This month, we're giving a big round of applause to: Chelsea Dabbagh, Agent, Sales BDC:? This rockstar goes above and beyond – coming in on her days off to help improve her team's appointment metrics and even lending a hand with leads.? And guess what?? She's consistently one of our top producers!? One teammate said it perfectly: "Chelsea absolutely deserves a Beacon Award!"? Lupita Hopper, Senior Director, Workforce:? Lupita's been a guiding light for our company, helping teams navigate mergers and adjust to new expectations.? A manager nominated her, saying, "Lupita embodies everything this award stands for. Her dedication to excellence is incredible, and she always goes the extra mile.? Her efforts not only benefit BCP but also have a positive impact on our customers."? That quote speaks for itself! A HUGE congratulations to Chelsea and Lupita!? Your hard work and positive attitude are truly invaluable to BCP. #BetterCarPeople #BeaconAward #Teamwork #EmployeeRecognition

Chalmers Ford: A Shining Example of Community Involvement At Better Car People, one of our core values is to be selfless and give back to the community. We're proud to partner with dealerships that share this value, and this week, we'd like to shine a spotlight on Chalmers Ford in Albuquerque, NM. Chalmers Ford is more than just a place to buy a car; they're a cornerstone of the Albuquerque community. For over 20 years, they've been dedicated to giving back through volunteer hours and financial contributions. Here's a glimpse of Chalmers Ford's impressive community involvement: ?? Donating over 3 million dollars to local causes: Chalmers Ford has generously donated funds to support a variety of organizations, making a significant impact on the community. ?? Providing over 7,000 volunteer hours: Chalmers Ford employees are passionate about giving back their time and skills. They've volunteered over 7,000 hours to local organizations, demonstrating their commitment to making a difference. ?? Partnering with impactful organizations: Chalmers Ford has partnered with a range of impactful organizations, including Meals on Wheels, UNM Children's Hospital, Ronald McDonald House, United Way of Central New Mexico, and Tamaya Horse Rehab. Their partnerships ensure that their support reaches those who need it most. Chalmers Ford's dedication to their community is truly inspiring. They're a shining example of how a business can make a positive difference in the lives of others. We're honored to partner with Chalmers Ford and other dealerships like them who share our commitment to giving back. Together, we can create a better future for our communities. #BetterTogether #ChalmersFord #FordMotorCompany https://lnkd.in/gTzdnH6W