If you have a failing BDC, and you are a GM, then you are the reason your BDC is failing. Or not working properly and going to fail.

100% fact. Your fault. It’s the truth, and I can prove it.

Good thing is, you can also fix it.

Why is it your fault? Start here to understand: Years ago, our industry separated F&I from the sales staff to chase profits. Focused people, developed training, responded to the market need. Eventually, when lots more regulations came to play, dealerships were ready for those change. Because there was training—in fact, whole schools for the function were developed. All for one department.

A department that the GM paid attention to. Like his or her life depended on it. Because his or her paycheck certainly depended on it.

You don’t treat your BDC like that kind of department. You hardly pay attention, or you don’t know how to pay attention, or you keep trying to buy some talent that might bandaid the BDC but then leaves. Or it’s might be all three reasons.

Why do you treat your BDC that way? Think about it: If the BDC is answering sales calls, leads, and making outbound campaigns happen…that department touches more potential gross than any other department in the dealership.

And you don’t know how it works, how it is supposed to work, or how to fix it.

The fix, sir or madam, starts with you.

Learn what the BDC does. It’s not hard—it just may be foreign, because it’s likely that you never worked an Internet lead to a sale (which is similar in many ways to, and in many sales-making ways VERY different from, those phone calls you took), but that lead for the sale was what taught us about the need for a BDC. Because the Internet department focused on good calls, good and fast lead response, and setting appointments. Really, the Internet Department is actually at least an uncle to the BDC.

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