-Service Customer Retention (SCR) Strategy

Retention ratios are a very important part of what we do in the car business. When it comes to the Service Department we gauge our SCR (Service Customer Retention) scores on a few key areas. Many Manufacturers say that a customer is retained when they visit your service department 2 times within a 12-month span. In other words, Dealer Service Retention (SCR) measures the percentage of customers returning to the same dealer for…

-BDC (Business Development Center)-

This department creates and manages the business opportunities that come in and proactively go out from the dealership.

Business Development can exist in the Sales and Service Opportunities of the dealership. While so much is always emphasized on the Sales BDC side of the dealership world, the Service BDC has been existing quietly in the background of some stores with minimal attention while many other stores have yet to enter…