Insights Into Status Check Calls

Hello everyone. Welcome back to another volley rally. Got Scott on here again to share some insights into status check calls and how they interfere with the resources at your bdc. So Scott. Hello everybody. We're going to talk about status checks. The bane of any bdc. I don't think most people realize how much money they're really spending on status checks. I've interviewed some of our customers who do a really good job at keeping statics checks low. They actually monitor by service advisor. I would always recommend doing that in Vale. You know they've tied it back to pay plans. The service advisors with the lowest number percentage of status checks are the ones who make the most money too. So it's good for the dealership, it's good for the BDC. So 24.56% of all calls that came into into into Valley were status checks. 63% of them were con successfully connected with a service advisor for status checks. Think of that. 37% of the people didn't didn't get get their question answered. You know the, the BDC agent either sent them a note or whatever but you know they didn't get helped on that time. So the average duration of a status check, 3 minutes and 59 seconds. Think of that. And that includes the time transfer the service advisor 24.56 of calls. 3 minutes and 59 seconds. Do the math on the number of calls you have if you're not, if you're sending all of your status checks into the BDC and and you'll see how much you're spending on it. So by the way some of our, our customers say press one for, for scheduled service, press two to check on your vehicle. And so they don't get many status checks even if it's a press two. The, the, the worst job that your service advisors are being at being preactive. Proactive is still very expensive even if those costs aren't borne by the BDC. So monitor that, keep track of it. 34% of the unsuccessful transfers never came in for service again. So it is a heavy cost for the bdc. We talk about aggravating our customers. The average person who called for a status check called in one and a half times. So think of that. Multiple people calling many times. Put yourself in their shoes. Are you going to be annoyed? Are you going to be aggravated? Are you going to be less likely to call that dealership again because they didn't keep their promise. So key takeaways monitor status checks by service advisor and, and make sure that you've got a system in place to connect with the service advisor when they do happen. Yeah. You can't eliminate them. You can. You can minimize them, and it'll do great things for your bdc and it'll work to aggravate your customers less. So it's a good goal. Thank you, Scott. And to everyone tuning in, have a fantastic day. Thank you.