1. Speed wins
Customers shop several stores at once. The first dealership to have a real conversation with them has the best chance at the appointment. Build your process so new leads get a real attempt quickly, not an automated email and nothing else.
2. Persistence wins more
Most leads don’t answer the first call. A written cadence that mixes calls, texts and emails over several days, at different times, is the single biggest difference between BDCs that book and BDCs that don’t. Write the cadence down for each lead source and follow it every time.
3. Set appointments, not “stop-bys”
“Come by anytime” isn’t an appointment. Book a specific day and time, tell the customer who they’ll meet and what will be ready, and note it in the CRM.
4. Confirm, then confirm again
A confirmation the day before and a reminder on the day catch changed plans early. Reschedule instead of losing the customer.
5. Treat no-shows as live leads
Customers who miss appointments are often still interested. Follow up the same day with an easy way to rebook.
6. Write notes for the next person
The salesperson or advisor should walk up to the customer already knowing what they want, their trade, their timeline and their preferred language.
7. Speak the customer’s language
If a customer prefers Spanish, the whole conversation should happen in Spanish, from the first call to the confirmation. See bilingual BDC.
8. Stay compliant
Honor opt-outs immediately, check do-not-contact flags, respect calling hours, and follow the federal TCPA and state rules such as Florida’s FTSA and Texas’s telemarketing statutes. When in doubt, ask your dealership’s counsel.
9. Measure by lead source
Review contact rate, appointment rate, show rate and close rate weekly, by lead source. Fix the biggest leak first. See BDC metrics & KPIs.
10. Live by your standards
Our own team works by the 10 Commandments of Call Contact Confirm. Whatever your standards are, write them down and hold everyone to them.