Why I Wouldn’t Have a BDC If I Started My Own Auto Dealership

In a perfect world, if I were to start my own dealership, I would make a bold decision: I wouldn’t have a Business Development Center (BDC). Instead, I would reshape the expectations and responsibilities of my sales professionals, ensuring that follow-up, lead handling, and relationship-building become integral parts of their daily routines.

Here’s the vision:

If a sales professional isn’t actively delivering a vehicle or assisting a customer, they should be working the CRM, following up with leads, and cultivating long-term relationships with their clients. These activities wouldn’t be “extra tasks” but a core part of their job description. To support this structure, I’d provide ongoing coaching, mentorship, and accountability to ensure that my sales team operates like true business owners within the dealership.

It’s Time to Stop the Madness

For years, dealerships have leaned into the BDC model to bridge gaps in lead handling and customer follow-up. But here’s the hard truth: creating a separate department for tasks that sales professionals should already be managing often leads to inflated payroll and, unfortunately, unqualified individuals handling high-value leads.

Let me clarify—this isn’t a critique of BDC teams or even of the concept itself. After all, I’ve built my career training BDC departments and running an outsourced BDC firm. The success of Dealer eTraining exists because many dealerships fail to hire the right management, enforce accountability, and provide a culture that drives excellence. Rather than address the root of these challenges, they create an additional layer of operations to compensate for what their primary team should already be doing.

This isn’t a people problem; it’s a management problem—and it starts at the top.

The Case for the Sales Professional as a Relationship Manager

When sales professionals own their role as lead handlers, they transform from being mere order-takers into customer experience professionals. They learn to:

• Build meaningful relationships with prospects.
• Manage their follow-ups effectively.
• Treat every lead and sale like it’s their own small business within the dealership.

This shift creates a culture of ownership and accountability, eliminates redundancy, and allows dealerships to focus their resources on driving profitability—not managing inefficiencies.

But What If You Still Want a BDC?

Let’s be realistic. Not every dealership has the capacity or culture to operate without a BDC. That’s where services like Dealer eTraining come in. Whether it’s through training an in-house BDC team, setting up processes for success, or offering fully managed outsourced solutions, we’re here to bridge the gap.

A successful in-house BDC requires:

• Proper hiring to ensure the right people are in the right roles.
• Effective training to develop the team’s skills.
• Accountability structures to maintain performance.
• A positive culture to foster engagement and productivity.

Without these elements, a BDC becomes an expensive liability.

The Choice Is Yours

Ultimately, dealerships have options:

1. Eliminate the BDC. Coach the sales department to elevate their game, take ownership of lead handling, and become true relationship managers.
2. Invest in a BDC. But do it the right way—with proper management, training, and a culture that ensures results.
3. Partner with experts. Outsourcing with firms like Dealer eTraining can help streamline processes, drive results, and maintain flexibility.

The beauty of today’s industry is that there’s no one-size-fits-all solution. But the key to success lies in accountability, management, and culture—no matter which path you choose.

If you’re ready to transform your dealership’s structure or need guidance on creating a strategy that works, let’s connect. Whether you’re coaching your sales team or building a world-class BDC, Dealer eTraining is here to support your success.

What’s your take? Is it time to rethink the role of a BDC in your dealership? Let’s start the conversation.