Jon Toker

Is this CDK issue a wake up call for dealers? 30 years ago when I worked for Les Silver at Newgen, we had a DMS system we sold to dealers in Canada. One of our concepts was a common / shared integration platform. Our DMS did a lot but it didn’t do everything. Our concept was a modular system that through common interface platform, allowed dealers to pick and choose different products from different vendors and they would seemlessly work together. This allowed the dealer to have the best of the best is each area of the their business. The analogy we used back then (dating myself) was hi-end stereo systems where through common wiring schema different components from different manufacturers could plug and play. Of course this never went anywhere. The current DMS players we too big, and greedy, and convinced dealers that they needed to be on one single platform. This led 3 decades of DMS companies acquiring 3rd party products and folding them into thier platform so they would have one single system that did EVERYTHING! I spoke to a dealer last week who told me 100% of his business was offline due to the CDK issue. My question is this? Does being on one single platform with no backup or redundancy make dealers more vulnerable. The simple answer is yes. Before I go further let me be clear, I think what CDK is going though is despicable and there is no punishment harsh enough for the people who do this. With that said this is the world we live in and it’s only going to get worse. Mark my words this WILL happen again and probably more requently, especially if CDK ends up paying. Questions: Should there be a DMS option that utilizes a mutliplatform approach? Why didn’t CDK and a fully redundant back up plan in place? Every vendor I have ever worked for or ran, has multiple back ups on servers and software scattered around the world so if there was ever an outage or attack we could roll over to a completely different platform and the dealers wouldn’t feel the issue. Should dealers consider a back up DMS. If the largest DMS is vulnerable perhaps dealers should protect thier business by having thier own redundancy. I’m really worried for our industry and our world of stuff can happen like this. The shear size of the auto industry and 15,000 dealers impacted, this situation is so big it’s going to have a noticeable impact on our economy. That should freak all of us out. Sandy Cerami Les Silver Scott Joseph David Spisak Arnold Gacita Jim Roche Brian Benstock Mike Vogel Laurie Halter Scott Rea

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Car Dealers! Are you sick and tired of having BDC and CRM frustrations? Are you a non-believer in outsourcing BDC operations? Consider this... 1. Your high payroll is killing your bottom line for BDC staff! 2. You invest little to no money in training people! 3. You constantly pay crazy money to recruit on Indeed to hire low-quality or retreads! 4. You need more communication between the sales department and the BDC! 5. You blame the BDC for all of your shortcomings! 6. Your staff calls out or does not show up! 7. You need a skillful leader who knows all aspects of the business and can center the BDC around profit centers! 8. Your team needs more drive or motivation to deliver for you because you do not invest in them by giving them perks that keep them going! 9. You need to learn how to measure the numbers and know how to hold people accountable! 10. Your current situation keeps you up at night and makes you sick! I can keep going, but I'll stop! Watch this video. Pay close attention. Dealer eBDC is a three-week-old creation. This is the first account we went live with a week ago. This BDC representative has three training days under his belt and only five days of calling customers. He is GREEN! Brand New! Fresh out of training! How professional does my rep sound? Would you believe that he lives in another country? Dealer eBDC is just getting started! We are going to show the automotive industry what a BDC can do when it is built and managed by the best BDC training company in the business, Dealer eTraining, and STAN SHER! Outsource Your BDC: https://dealerebdc.net/ Train Your BDC: https://lnkd.in/q8JG_R Peter Neuman D. Chad Goodson Adel Badran Glenn Pasch Dan Moore Dealer Funnel National Independent Automobile Dealers Association (NIADA) National Automobile Dealers Association (NADA) Chad Staples Damon Lester Dealer Marketing Magazine Adam Marburger

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BDC Automotive Talk - "It's about people, always about people" Your people are the investment! So am on the road visiting clients and get this truly deeply touching text from one of my students while waiting for my flight. Been working with this absolutely wonderful human being for the last 12 months. This "alchemist" was originally a BDC agent of the BDC manager I was working with. The BDC manager decided to move on. Understandably, the store GM was very concerned about the impact that this would have on the BDC. I counseled him and said not to worry, we are partners and I will take care of this. We immediately got together and quickly strategized a plan to turn the situation around in our favor. I immediately changed our "trajectory" coaching and said that I would develop this BDC agent into a team leader as the pre requisites required for a team leader were apparent, they were simply dormant and needed to be woken up. Well, 2 months later I get this text!!!! Am so so incredibly proud of this agent and moreso, the confidence and trust the GM had in me to let me just do what I am so passionate about, developing leaders. The best investment you can make is in your people. I have always said that a store has everything they need within the walls, it requires development and am super humbled to be in the development space and affect change such as this! BDCalchemy.com - "Helping your people thrive, not survive"

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*** BDC Automotive Talk -"It has to hurt" Nothing worth having will come easy. Let me explain 👇 It is said that our hardest lessons in life come through painful events. If you're like me, you have often wondered why this would be. As a high performance BDC coach/consultant , I work with people and dealership BDC's that have lost their way for one reason or another. After more than 15 BDC builds in my career, more times than not the BDM or team leader of the BDC is fearful of: - Trying new things - Making hard decisions - Fear of looking stupid or making mistakes - Afraid to lose their job - Working extra hours I could have added many more items to this list buy BDM's you get what am saying. As an automotive growth strategist by way of BDC, I get to challenge, push, question, interrogate, and test my students theories more so on what would happen if we don't try. I call this tough love. BDM's, as you start out this new week keep this in mind. It has to hurt. There must be an element of pain in your lessons for you to truly understand the real cost of not pivoting. It has to hurt for it to be real. Then and only then will you truly be able to articulate with precision your beliefs towards making a contribution to the business. Do you agree? Shale Kazdan Martha Alvarado Courtney Armenta Mayra Munoz 😇🚐☎️ Wendy Reeves Dionte Yates Nikki Di Lollo Glenn Bowron III Gina Anguilla MBA Klaudia Sanecka Stephanie Dunn Karen Mallinos Eric Bravo Mark Cohen Sameha Khoshaba Bruny L. Elena E. echo mayo Carla Pence #servicemanagement #servicedepartment #leadservant #thisiswhatwedo #trainpassionately #leadperpetually #automotiveindustry #fixedops #guestexperience

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Some managers steer clear of incentives for BDC…what do you think about this? The highest performing BDCs tend to be some of the highest paid people in the dealership. AND this varies because many BDC members are barely getting by with their 💸pay plan. What I’ve learned is that this team has to press REAL hard to make this department financially work. They need constant motivation and encouragement. This is an intense job, it comes with high pressure like the sales and service floor. In fact, more pressure if you ask me! You are judged by the hour! If you are up for it, I share my insights and recommendations for a high performance team that wins championships! Listen and LMK what you think! 🎧 https://apple.co/4aMyfTs | 🎧 https://spoti.fi/43YWBac Sponsored by CallRevu & Lotlinx, Inc.

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As a sales manager in the automotive industry, I have observed a concerning trend among some retailers cutting back on their use of 3rd party leads and reducing or even completely eliminating their BDC operations. While this move may seem justified in the eyes of executives attempting to lower marketing budgets and reduce overhead costs, it raises a critical question: are we sacrificing business and ultimately reducing profits in the long run? It is important to consider the impact of such decisions on our ability to generate leads, engage with potential customers, and ultimately drive sales. By cutting resources that connect us to a larger pool of prospects, are we limiting our reach and missing out on valuable opportunities? Or are we simply streamlining operations and focusing on more cost-effective strategies to maintain profitability? It is crucial for sales managers to closely evaluate the implications of these choices and advocate for a balanced approach that prioritizes both financial sustainability and business growth. Finding the right balance between cost-cutting measures and lead generation strategies is key to ensuring continued success in the competitive automotive market. #SalesManagement #AutomotiveIndustry #BusinessGrowth 🚗

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*** BDC Automotive Talk - Weekly Sunday dinner w/ Mum - "Emotional Currency" - Road Warrior Chronicles Dinner: What ever they were serving on the plane Libation: Wine - Italy vintage Music: Podcast "The school of greatness" - Lewis Howes As I have been on the road for a little over 1 week, this edition will be different as am far from home. Many "road warriors" will paint a picture of pageantry to being on the road and travelling heavily. Often taking photos and creating posts in an attempt to elicit "Emotional Currency" of some kind. Be it to sincerely express a point or in an attempt to fill up their emotional cup. The road can/is a very lonely place at times. While I was on the plane taking this photo, it got me to thinking: Leadership/management is a lonely place. I often resonate this point when coaching BDC leaders and managers. Now am not trying to be ominous in any manner. The title of leadership is quite a humbling and noble experience. The principles surrounding this aspect is not to shut everyone out but actually bring people together. Easier said than done. It's about your "Emotional Currency". The impetus that I like to incorporate is tactical empathy. By focusing not on what you are missing but rather the reason I am viewing the world at 30 000 feet is that am living on purpose and out of service. This is not a fact of being away form the ones I love for extended periods of time, but more so that I was blessed with a set of skills to help organizations in pursuit of organizational structure and revenue through my experiences and expertise. BDC managers, you are where you are because of your set of skills. All to often you hold back as your "Emotional Currency" is not being filled by your higher ups. That is because they are waiting on you to step into your greatness and grab you BDC by the horns and execute. BDC is not the goal, BDC is the vehicle that gets you to the goal and you're in the driver seat. You have the opportunity once you have stopped reading this to get back in there and provide your team with the "Emotional Currency" they need in order to attain the goals expected of us. You can do this! BDCAlchemy.com - "Helping your people thrive, not just survive" always available by DM if you have a BDC or are a BDC struggling.

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Why Your Automotive Dealership Needs a Strong BDC Team In today's fast-paced automotive market, having a top-tier **Business Development Center (BDC)** isn't just an option—it's a necessity. A well-trained BDC team does more than just set appointments—they drive revenue, enhance the customer experience, and keep your pipeline full. 🎯 Here’s why investing in your BDC is critical: 1. **Lead Management**: Your BDC ensures no leads slip through the cracks, converting potential buyers into customers. 2. **Customer Retention**: Consistent follow-up builds trust and loyalty, bringing customers back for service and future purchases. 3. **Efficiency**: By offloading initial customer interactions, your sales team can focus on closing deals. 4. **Revenue Growth**: A well-oiled BDC boosts your sales, service ROs, and customer satisfaction rates. A successful BDC doesn’t just support your dealership—it transforms it. Ready to unlock the full potential of your team? #BDC #AutomotiveIndustry #CustomerExperience #LeadManagement #SalesGrowth #CarDealership #BusinessDevelopment #AutoSales #ServiceDrive #AutomotiveBDC #DealershipSuccess #SalesStrategy #DigitalMarketing #CustomerRetention 💬 Let’s talk BDC strategy in the comments!

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How many of you TO sales calls? I noticed recently that some have put sales calls and internet leads back into the hands of salespeople vs. BDC. With this approach I wonder if TO’s are also part of the change? Manager TO’s and involvement on calls is crucial for putting deals together, boosting customer loyalty, enhancing bottom line and CSI. Many managers tend to concentrate on showroom traffic when a salesperson encounters challenges or needs assistance in closing a deal. However, with the majority of customers engaging over phone calls today, the absence of manager involvement during these critical interactions can lead to missed opportunities and lost deals. Don’t you worry - you know your Sales BFF here has your back! 😉 🎧 https://apple.co/4bAsgkQ 🎧 https://spoti.fi/3ULalRH Learn strategies and best practices for effectively implement TO’s on sales calls to streamline the process and ensure timely intervention. Sponsored by Autosled CallRevu Lotlinx, Inc.

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What is a BDC at a dealership? In today's automotive industry, the BDC, or Business Development Center, is crucial as the dealership's first line of defense. The BDC, short for Business Development Center, exists to achieve three primary objectives: 1. Create contact: The BDC initiates and maintains contact with potential customers, responding to inquiries promptly and professionally. By establishing initial communication, it lays the groundwork for building relationships and guiding customers through the buying process. 2. Build demand: Through effective communication and marketing strategies, the BDC generates interest and demand for the dealership's products and services. This includes promoting special offers, highlighting new inventory, and engaging with leads to convert interest into sales opportunities. 3. Drive traffic: The BDC plays a key role in attracting customers to the dealership. It coordinates appointments, manages showroom traffic, and encourages test drives and visits. By optimizing scheduling and customer interactions, the BDC ensures a steady flow of prospects to the dealership, ultimately contributing to increased sales and customer satisfaction If you are a dealer needing help with your BDC, just text me at : (954) 643-3835 . Let's grow together!! 🚀

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🚗🔧 Are you tired of mystery problems in your dealership's sales and service departments? What about the BDC? We struggle to understand why appointments are not showing up and wonder if it has to do with reviews or whether our people are not using urgency to set appointments. We find that the service department never calls back customers but wants to see more traffic. What do we do? Me, I manage by data instead of emotion! I ask questions, I look at reports, and then I get my hands dirty and talk to the customers. I get involved and temporarily become a part of the problem. Why? If I am not a part of the problem, I will not understand or have the experience to develop solutions! Let’s uncover the secrets to pinpointing and resolving these issues! One must identify pain points and optimize your operations for maximum efficiency and customer satisfaction. This reel is your go-to guide for transforming challenges into opportunities, from diagnostic techniques to practical solutions. Watch now to learn how to take the first step toward creating a better process, resulting in a more profitable dealership operation! 🚀📈 #DealershipSuccess #SalesAndService #EfficiencyBoost #automarketing #automotiveindustry #cardealers #process #dealeretraining #businessdevelopment #operations

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Hey Car Dealership Managers with a BDC department! 🚗💬 I’m going in on common pitfalls I listen to on service BDC calls. From dreaded dead space to missed chances to offer solutions and the 🤪craziness of not asking for appointments. It's time to amp up the energy, get to know your customers inside out, and take charge of every interaction with confidence and charm. Ditch the low energy vibes and turn up the engagement to foster those long-lasting relationships that keep customers coming back for more! I’ll share some solutions to get your team on the right track to conversions! 💪Please share with your team & an activity I do is debrief after 👂and ask what can we do with this to make our calls better? 🎧 https://apple.co/3xN2tHB | 🎧 https://spoti.fi/3Uk4aDV Sponsored by Lotlinx, Inc. Autosled CallRevu

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BDC Daily Dose - "Glass or Rubber ball?" BDM's, we're faced with tough decisions everyday. - "Do I let this person go?" - "Should I call that service manager while am upset?" - "Is BDC still what I want to do with my life?" - "Do I call that salesman that never puts notes in the file after a show visit?" While we are faced with these everyday, it is important to know if "this is a glass ball decision or a rubber ball decision". Always here to help if you need guidance before choosing which ball to throw. BDCAlchemy.com - "Helping you thrive, not just survive" #servicemanagement #servicedepartment #leadservant #thisiswhatwedo #trainpassionately #leadperpetually #automotiveindustry #fixedops #guestexperience #BDC Brain Expansion Group

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It’s not just about what you say; it’s about how you say it. Our journey began years ago as just BDC agents, where our passion for customer engagement turned into a mastery of the craft. We quickly realized that our unique approach was something special. Dealers began to seek us out, eager to understand the secret behind our success. The truth? It’s a combination of the right scripting and the art of engagement. In a market that’s constantly shifting, our dealers don’t just survive; they thrive. #WorldWideBDC #CustomerEngagement #BDCExcellence #CommunicationIsKey

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Don't miss this chance to dive in to nVision with Jeff Flak, there's no one better learn from to see how nVision can help you improve your marketing strategies. Webinar is July 10th, and it will fill up fast! 🚗 ⚡ 💡 #coxautomotive #automotive #nvision #automotivemarketing

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*** BDC Automotive thoughts - "What got us here won't get us there" A sentence that my mentor once said that penetrated my emotional currency. My body of work as a BDC high performance coach is an amalgamation of pain and discipline that started 22 years ago. It is a fracturing of self over time that cultivated a set of principles and methodology as I navigated through the road less travelled. "It is a beautiful burden" that I accepted the responsibility of guiding the unguided within the BDC realm to expose that which is not known. My body of work is governed by the constant emotional deposits in others as I seek to raise their business acumen through attaining the milestones that we set. The BDC is a beautiful thing when correctly architected. To all BDC practitioners, it is vital to remember that "what got you here won't get you there". Keep growing, learning and pushing your own limits in pursuit of your true greatness.

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🚀 𝐄𝐥𝐞𝐯𝐚𝐭𝐞 𝐘𝐨𝐮𝐫 𝐃𝐞𝐚𝐥𝐞𝐫𝐬𝐡𝐢𝐩 𝐢𝐧 𝐉𝐮𝐬𝐭 𝟏𝟎 𝐃𝐚𝐲𝐬! 🚀 Transform your dealership with proven strategies and fast results. Let’s unlock your full potential! #LouieHerron #DealerSuccess #CarSales

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Personalization is key in BDC! 🔑 When you connect the dots for your customers and reference where they’ve already engaged, you stand out from the competition. How are you personalizing your approach? 🤔 #BDC101 #SalesSuccess #CustomerEngagement

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