Vin Micciche explores the transformative role of service BDCs in retaining loyal customers. He discusses strategies for managing appointment overflow, reducing advisor burnout through empathetic call handling, and using CSI-focused follow-ups to mitigate negative surveys. Vin highlights how missed calls directly correlate with customer defection to competitors. Key takeaway: “Answering a service call in under three rings isn’t just polite-it’s revenue protection.” Learn more about how Strolid helps dealerships Never Miss opportunities for dealers at https://www.strolid.com.
Chapters
00:00 - Introduction to Service BDC Impact
01:23 - Core BDC Retention Principles
06:20 - 3-Ring Revenue Protection
09:12 - Advisor Burnout Realities
17:15 - Tire Service Case Study
22:47 - CSI Mitigation Strategies
31:15 - API Integration Failures
37:30 - Empathy Training Framework
42:00 - Equity Review Tactics
47:00 - Future of Customer Retention
50:01 - Key Takeaways & Action Steps
Popular Podcasts
Stuff You Should Know
If you've ever wanted to know about champagne, satanism, the Stonewall Uprising, chaos theory, LSD, El Nino, true crime and Rosa Parks, then look no further. Josh and Chuck have you covered.
The Joe Rogan Experience
The official podcast of comedian Joe Rogan.
Dateline NBC
Current and classic episodes, featuring compelling true-crime mysteries, powerful documentaries and in-depth investigations. Special Summer Offer: Exclusively on Apple Podcasts, try our Dateline Premium subscription completely free for one month! With Dateline Premium, you get every episode ad-free plus exclusive bonus content.