This YouTube interview introduces Lucinda Stanley, a newly hired Sales Development Representative (SDR) at Volley. Lucinda recounts her career journey from the auto industry and the horse-training world, explains how she discovered and used Volley (including membership in Volley’s "20 group"), and expresses strong belief in Volley’s ability to boost BDC/agent productivity. The conversation also covers her personal life (family, outdoor hobbies, a cabin) and ends with a lighthearted reveal of her cat, Dirty Harry Cat Lahan. The interview includes concrete claims about call volumes and appointment uplifts when using Volley and early-employment details.
Questions this video answers
August 25 (started August 25th; approaching one month at time of interview).
Libertyville, Illinois area.
2002.
Mercedes Benz of Fayetteville.
Greg Dudak.
Hello, everyone. Welcome back to another Volley Rally. Today I'm joined by Lucinda, one of the newest members of our team here at Volley. Lucinda, welcome to Volley Rally.
Thank you for having me. I'm really excited to be here.
We're so excited to have you today. Thanks for appearing with us. Now, we're going to get into, you know, your role here at Valley in a minute, but first, why don't you go ahead and give a brief intro about who you are, where you're from and how you got to us.
Okay. My name is Lucinda Stanley and I'm an SDR here with Bali. I started out in the auto industry when I was in my late teens. That was in the Libertyville, Illinois area. I relocated to North Carolina in 2002, originally working in what was the family business, which is the horse industry. I was a horse trainer for many years, came up the ranks doing that. Unfortunately, I had a knee injury that sidelined my career riding. So from there I eventually landed at Mercedes Benz of Fayetteville. Shout out to my mentor there, Greg Dudak, best boss ever.
Well, make sure to tag him.
So I started out there as a BDC agent, worked my way up to the director of sales, marketing and business development within the store, handled a lot of the community outreach for the store. Under Greg's tutelage, we took it from being kind of small, what I would consider to be like a mom and pop type store, to building a much larger rooftop, brand new, gorgeous rooftop that they have there. And from there I moved into the real estate sphere for a while and I was lured back into the auto industry last year.
It's so elusive. It's so hard to. It's so hard to stay away.
It really is. It really, really is. So I landed back in the auto industry last year in a director position and that's where I was exposed to volley for the first time. And I can't express how much I wished I had had volley back when I was just working as a BDC manager because I can't speak enough about what it does for agent productivity, transparency, accountability and ease of use for anyone that's in management, whether you're the BDC manager, the director, the fixed ops director, the general manager, the dealer principal, you have real time reporting available to you so you can take a look at a call campaign in there and you know exactly how many of those customers you've touched, who you've actually made contact with, how that contact went. It's an incredible tool and I can't think about it.
Yeah, you're kind of a testament to what Scott, our president CEO always says, which is, how are you running your BDC without Volley? Do you ever think about, you know, that first rooftop that you were at and you're like, God, how were we doing this? How did you even do that without Bali? Yeah, it's awesome. I think it's really cool because it gives you this, like, insider scoop in your SCR position here with us, you know, that other people don't really have. You know, we have Pearson, who's an account executive that came from the customer success perspective. You know, he worked with customers using Volley first and then transitioned into a sales role, which I think gives him a really unique perspective as well. But then we have you, who was like an actual Volley user. And not only were you a Volley user, but you were also a member of our 20 group. Let's talk about that for a little bit.
Yes. So honestly, when I came to the 20 group, I absolutely fell in love with the company culture that you all share. And fantastic. I love it. I made up my mind at that point that maybe the director spot wasn't the spot that I wanted. And I realized very quickly in the two and a half I was participating in that 20 group, I realized how knowledgeable, helpful and friendly everyone on the Volley team is. And I've always wanted to help more people. And I realized that reaching out to stores that don't realize they have these problems and some are even okay with how they're performing. They're okay with the fact that their agents are making 60 to 80 calls a day. And, and when I tell them with experience that agents can make 200 to 350 calls a day between inbound and outbound, and you're going to see eight to 10 more appointments a day per agent if you're utilizing the platform correctly. Because you can call, text and email and all in one campaign sequence, every touch, you can prerecord a voicemail and drop it in there. The amount of time that you save and how your agents can completely eliminate the downtime in between calls, it takes away the stress for someone that is having to look at it with a bird's eye view and interpret that data, it does it for you. Yes.
It's kind of like being in the, these, these centralized BDCs that aren't using Volley. They're kind of like in the newborn stage of motherhood almost where they don't realize just how stressed out and exhausted they are until they make it out of the trenches and in this case, that's when they sign up with us, that they're like, whoa, it's this, like, breath of fresh air. And they realize, wow, how in the world were we surviving through that before? These people that you talk to on the phone all day in your SCR role, they have no idea just how green the grass really is on the other side, you know, so it's, it's really cool to get to hear you, you know, share from such a passionate point of view about how much of a believer in Volley you truly are. And I'm sure that that message is conveyed to everybody that you talk to every day. And I'm sure that your account executives appreciate that touch as well. Let's talk a little bit about just your excitement as an, you know, what are you most looking forward to? What have you enjoyed thus far? Because how long have you been with us officially now? I.
Let's see, what's the date today? So I started August 25th. So coming up on a month. Three and a half.
Exactly. Yeah. And how are you feeling so far? How are you enjoying it? What are you loving about it? What are you excited to get into?
So I, I'm loving helping people when I reach someone. And I feel like every time I have a meaningful discussion with a decision maker at a dealership or within a group that I'm shedding light on some of these problems that they just don't even understand that they're really experiencing. And when I, I like to talk to them about doing the math. And I'm like, okay, so let's take the number of agents you have, multiply that by 8 to 10 more appointments a day per agent. Multiply that by your average ro. And I asked them, I'm like, okay, can you afford not to continue this conversation with me right now? If you're comfortable leaving whatever that number is on the table. Okay, we can hang up.
Yeah. When you, when you throw a dollar amount to it, they're always like, oh, wait, hang on. Exactly. And that's a great point. Can you afford not to continue this conversation with me? That's a, that's a great point. So we've talked about your role, we've talked about how you came to us and your experience in the volley 20 group. Who are you, other than a, you know, retired horseback rider? Who are you outside of Bali? Tell us a little bit about who Lucinda is apart from her role.
So I'm very family oriented. I have an almost nine year old stepson. He is the light of my life, along with my significant other, Mark. We enjoy spending time with our family, traveling. We love to go skiing in the winter. We love to go up to West Virginia and go to Snowshoe. We really, really enjoy that. We love doing anything outdoors. We have a family cabin that's about 40 minutes from here on a beautiful river. Anyone that looks at my LinkedIn profile, the background picture on my LinkedIn profile is actually, I'm standing in the middle of the river at the property.
That's not a Google image. That's like, actually, that's insane. Get out of here. Get out of here.
It's a photograph I took standing in the water and it's incredible. We just, we really feel like that place has amazing healing properties. We're definitely very outdoorsy people, for sure.
And you're, you're kind of in the perfect spot in North Carolina because you're not too far from the beach, but you're not too far from the snow without actually having to be in the snow.
Yes.
You know, not too far from kind of everything. I love being in the Carolinas. For those of you watching, I'm in South Carolina, so I'm not too far from Lucinda and I love the Carolinas. I cannot speak highly enough about it. I'm originally a south Florida born and raised girl and you cannot take me out of the Carolinas. You just can't. I love it here so much.
We have four seasons. The winter.
Yeah.
Still have a winter.
Yeah, exactly. I feel like if we had any more of winter, I'd probably hate it. I don't think I can survive like the Davises in Iowa. Just in the, the Midwest trenches. I, I couldn't do it. No. I think we're, I think we have the perfect balance here.
Yes, I agree. I had enough of Chicago winters.
Oh yeah, yeah. Growing up in Chicago for sure. You're probably like, nope, I'm good. Well, thank you so much for being here with us today, Lucinda. I was hoping that your, your dirty, hairy cat, Lahan. What's your cat's name? I was hoping he would make a guest appearance, but I guess Dirty Harry Catlihan. I love it. Where did the name come from?
So my father in law was a huge Dirty Harry fan and we found Harry back in June and he was probably only about three or four weeks old and I don't know, it just kind of fit. We, we saw him and we weren't sure what to call him at first. He's got long white whiskers even though he's a tabby and grumpy noises because.
Oh, my goodness. I think this is our first ever feline appearance on Volley Rally. So Dirty Harry. Cat Lahan is a celebrity. He's. He's the first of his kind. Oh, my God. He's so. Shut up. Oh, my God. I'm so happy you brought him out. This is, like, the perfect way to end this episode. Oh, my goodness. He's adorable. Thank you so much, Lucinda. Today was so much fun. I'm so happy that we got to sit down with you, that our customers and viewers got to meet you and got to meet Dirty Harry. He's adorable. And for everybody else watching at home, have a fantastic day, and we'll see you next time. Bye.
