Transform Your BDC: A Self-Evaluation Guide to Boost Performance

I. Team

A well-functioning BDC starts with a solid foundation—the team. You need the right people, the right vision, and the right commitment.

 Questions for Self-Evaluation:

· Do you have a clear, published vision from your dealership/general manager about your BDC goals?

· Is there 100% buy-in from your management team regarding the BDC’s vision?

· Are your BDC employees’ roles clearly defined with incentives tied to performance and outcomes?

Reality Check: If you can’t answer “yes” to all of these, your team might not be as aligned as you think. A lack of alignment is often the biggest hurdle in achieving sustained success.

 II. Experience

Customers today expect a seamless, positive experience across every touchpoint of their journey with your dealership. An exceptional experience is what drives them to come back and recommend you.

Questions for Self-Evaluation:

· Have you designed your BDC process to be frictionless, easy, and customer-focused?

· Do all departments, from sales to service to finance, align in delivering a customer experience that matches your dealership’s promises?

· Is your dealership’s value proposition clear, compelling, and relevant to your market?

Reality Check: The “why buy here” needs to be crystal clear to both your customers and your team. If your staff doesn’t know exactly why your dealership is the best option, neither will your customers.

lII. Culture

The right culture can propel your BDC to new heights. It’s not just about processes; it’s about a mindset and an attitude that everyone in your dealership shares.

Questions for Self-Evaluation:

· Are your frontline employees trained in exceptional customer service?

· Does your entire dealership act as ambassadors for the BDC?

Reality Check: Culture starts at the top but needs to permeate every part of your dealership. If your team isn’t embodying this culture, your customers will notice. The BDC can’t operate in a vacuum.

 IV. Campaigns

A successful BDC relies on a collection of micro-processes. From inbound to outbound, everything should be documented and streamlined.

Questions for Self-Evaluation:

· Do you have a clear, documented appointment process for BDC?

· Is there a standard process for handling all inbound and outbound leads?

Reality Check: Without a documented, standardized process, your BDC team will be improvising. This can lead to inefficiencies and missed opportunities.

 V. CRM

Technology is a powerful tool—but it’s only useful if it’s well integrated and used effectively.

Questions for Self-Evaluation:

· Does your CRM tool support your BDC operations and help manage leads and customer interactions?

· Are you using tools like video, texting, and live chat to engage with customers?

Reality Check: If you’re not using your CRM to its full potential, you could be missing out on valuable insights and opportunities to enhance the customer experience.

 VI. Acquisition

Marketing is the lifeblood of a successful BDC. Without a solid marketing strategy that drives qualified leads, your BDC won’t be able to meet its goals.

Questions for Self-Evaluation:

· Do you actively market your BDC as a service to your customers?

· Does your dealership have an ongoing digital and conventional marketing strategy that drives high-quality leads?

Reality Check: If you’re not investing in your digital marketing, you’re likely losing potential leads to competitors who are more visible online. Your website should be generating calls, VIN-specific leads, and search traffic that ranks organically.

 VII. Measure

What gets measured gets improved. Without clear, actionable metrics, you’ll never know if you’re on track or falling behind.

Questions for Self-Evaluation:

· Are you tracking lead sources, close rates, and cost per sale regularly?

· Are you measuring your BDC team’s performance daily to coach and improve productivity?

Reality Check: If you’re not measuring your results, you can’t manage your business effectively. Analytics shouldn’t be an afterthought—it should be an essential part of your daily operations.

VIII. Improve

Continuous improvement is the key to long-term success. Training and evaluation aren’t one-time efforts—they should be ongoing.

Questions for Self-Evaluation:

· Do you have a long-term training strategy for BDC employees and frontline staff?

· Are you reviewing KPIs regularly and performing mystery shops to evaluate both your BDC and competitors?

Reality Check: If you’re not committed to ongoing improvement, stagnation is inevitable. Your BDC, like any other part of your dealership, needs regular attention and development.