Apr 2, 2024
Using Mobile
Repair & Pickup/Delivery As A Strategy For Retention & Loyalty
w/Bob Gower of Traver Connect
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When you hear the term "BDC," you may or may not think
of John Traver, but you should.
Known as the "Grandfather of BDC," John Traver
developed an infrastructure on handling sales BDC in
1990.
He even coined and trademarked the
name.
Bob Gower was the General Manager of a Toyota
Dealership, ten years strong when he became a customer of Traver.
And he was so impressed with what John was doing that he left that
dealership to work for Traver in 1995.
Summary
In this conversation, Bob Gower, COO of Traver Connect,
discusses the evolution of the Business Development Center (BDC)
and the rise of pickup and delivery in the automotive industry. He
shares insights into the challenges and opportunities of
implementing pickup and delivery services, as well as the changing
customer expectations in the post-COVID era. Gower emphasizes the
importance of experience and the need for innovation in the
automotive industry. He also discusses the role of technology and
the option of outsourcing as a solution for dealerships. The
conversation explores the challenges and opportunities of
implementing pickup and delivery services in the automotive
industry. It emphasizes the importance of scalability and finding
resources to quickly achieve the level of expertise and efficiency
of established players. The discussion delves into the logistics
and outreach involved in pickup and delivery, highlighting the need
for effective communication and scheduling. The role of technology
in enhancing the customer experience is explored, with a focus on
the importance of personal interaction and trust. The conversation
also touches on the challenges of managing the move and ensuring
smooth operations throughout the service process. The significance
of status updates and communication in customer satisfaction is
emphasized, along with the need for dealerships to invest in
technology and streamline processes. The conversation concludes
with a discussion on the importance of retention and loyalty in the
automotive industry, and the potential for pickup and delivery
services to drive customer loyalty and increase
profitability.
Takeaways
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The birth of the Business Development Center (BDC) revolutionized the automotive industry by providing a structured process for handling sales and customer communication.
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Pickup and delivery services have become increasingly important in the automotive industry, especially in the post-COVID era, as customers expect convenience and personalized experiences.
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Dealerships face challenges in implementing pickup and delivery, including scalability, integration with sales departments, and the need for performance tracking and reporting.
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Outsourcing pickup and delivery can be a viable solution for dealerships that lack the infrastructure or resources to handle it in-house.
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The automotive industry needs to embrace innovation and adapt to changing customer expectations in order to stay competitive and maximize customer retention. Scalability and finding resources are key challenges in implementing pickup and delivery services.
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Effective communication and scheduling are crucial for successful pickup and delivery logistics.
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Technology enhances the customer experience but personal interaction and trust are still essential.
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Status updates and communication play a significant role in customer satisfaction and retention.
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