BDC - Mentality, Respect, Appreciation ft. Martha Alvarado

What a truly amazing episode this is! Martha has been in the auto industry for over 23 years. She started as a BDC representative for a Ford dealership. After a year in that position, she got promoted to BDC Manager and would then spend the next 3 years as a Customer Relations Manager. As she was in that role, she learned the entire dynamic inside of a dealer’s operations. As a liaison between the dealer, the customer and the OEM, she focused on improving the overall customer experience while interacting with all of the store's departments. All of this in the early 2000’s where BDC was something dealers were new to as well as with CSI scores. She has spent the last 18 years developing and managing Service and Sales BDCs, as well as Internet Departments emphasizing on the importance of how every department has a role in building retention and loyalty. She also focuses on bringing awareness to the top level leadership teams on the amount of information and feedback they have received from their BDRs as they are the ones who, more than any others, will discover how the consumer is feeling about our how our business operates. She believes that the insights that a sales and service BDC can bring to help improve operations is something that NOBODY should be overlooking. Her passion is helping to optimize dealership operations by making sure that Business Development Representatives do not lose sight of the ultimate goal of setting an appointment without forgetting that the purpose is connecting and acquiring feedback that can help your store become better every single day and for the different departments to implement better processes based on the information collected in order to provide a seamless customer experience across the board.The episode speaks for itself, but to connect with Martha and ask more questions, connect with her:https://www.linkedin.com/in/martha-alvarado-72436116/https://www.facebook.com/Mechuda92Call or text: (818) 859-0074Connect with the chicks: https://linktr.ee/chicksinchargepodcast