Toyota Of Runnemede: Zero Outbound to 500+ Appointments

Good afternoon, everyone. It's Scott again for Volley Rally. I think, really I've done so many of these in a row that we need to change Jake's thumbnail on it because, heck, I've done more than him recently. But I've got a great guest today, a longtime friend, Shane Story. Shane, how are you doing?

Doing good, Scott. Thanks so much for having me. I was going to use a Philadelphia sports talk radio slogan. People, people call and they say, first time, long time. And what that means is of course, long time listener, first time caller, guest. So thanks for having me.

Yeah, we've got a great show today. We're going to talk about Run Me Toyota and the job they're doing in their bdc. This is an interesting talk because this is a very well run dealership in the Northeast. But they weren't doing outbound before Shane came. And you want to talk about what you're doing right now for your BDC and how you got started, how big your team is, et cetera.

Sure, Scott. So I joined the team last October. They were not doing any outbound calls, mostly just inbounds. We have a great fixed op director here in Mark and his service manager, Joe said they just needed a service BDC manager to come in and get the right campaigns together, target the right audiences, the right recalls, the right ple metrics that Toyota asked us of every service BDC to determine good metrics each month. So, yeah, it's been a great ride. They're a great team here. I might have been the last, the last piece of the fix off puzzle that they needed. And we're doing great, Scott. And of course, you know, credit to everyone here, credit to Tavali, of course, for, for helping us achieve our goals so far.

We go back away, don't we? Me, you and your brother.

We sure do. We sure do. I think he still has a future in this business. My brother can.

Yeah, for sure he does. Just to talk a little bit about the success this dealership, their inbound drop rate, meaning the calls that the agents could have answered. Who didn't? 2.9% drop rate. Just for everyone listening, we consider it an excellent rate of 6% and under. And it'll never be zero, remember because none of the calls come in perfectly. You're always going to outstrip the labor on occasion. 2.9%. How do you guys do such a good job in inbound?

Well, I think, I think, of course, everyone, every service BDC manager listening and fix objector, you use the data that you get when Customers call in on the heat report and, and you staff accordingly so you, you don't miss any calls. And we just have a great success and you know we have, we've grown about five team members so far. Always looking to add as some great talent to the team. So that's kind of been our success. Using the volley data, when, when are your great customers call and, and be ready for them?

I think so the team of five. Um, I, I'm just keep that in mind. Everyone listening 2.94% agent drop rate. They're calling back 100% of everyone who, who they do drop. This is world class stuff. This dealership is, is keeping the promises to their customers. So kudos to that. That really wasn't and, and the dealership was, was a good, doing a good but really one of the, one of the big keys is getting, getting outbound going. How hard was that for you to get that going? Getting the pacing and everything.

It was in phases, Scott. We had to get everyone believing in it. Of course the pay plans helped. We started off trial period last March getting everyone spring training, you know, you know, volley muscles going. So and now everyone that was getting to 100, 130 is getting over 200 calls a day. So it's been, it's been a great success. But we started out, started out slow on purpose, got them, got them trained on volley, got them trained on leaving the detailed voicemail. Of course now they have the instant voicemails but we started out slow and now, and now we have, you know, grade five agents making, making over 200 calls a day.

The pacing was, was hard for them to learn though.

Yeah. First a lot of them joined the team as, as just inbound, you know, customer care reps. So they had to transition to a, a daily work plan that they weren't accustomed to. So it just took a lot of, you know, coaching and, and, and of course the pay plan always helps and, and, and you know, once they saw, you know their success, you know, they, they're just you know, eager to start each shift now. And now everyone's, everyone's on board and everyone's you know to just looking you know to set themselves apart and you know, of course go to service BDC planet growth potential, you know, here. So everyone's, you know, our, our team is following on, on all cylinders right now.

Scott, you talk about pay plans and without getting super specific, how are you incentivizing them on, on outbound? I guess, I guess what how in general, how are you getting the Guys to get to those levels every day.

You know, you want to, you want to set them up. Scott, you tell them hey Monday it's going to be, it's going to be you know, you know that's our day. We're going to allow a lot of inbounds so don't rush you know so much for the outbounds. They're going to come at certain times and the rest of the week's going to take care of itself. But just don't you know, you want to give them the data. Tell them you know once, once the, the waves of inbounds subside on Mondays, you know that's your time to, to get the outbounds going. And, and I think you know every day, you know giving them their, their, you know their, their data in addition to the B reports in the morning and then everyone gets, you know that they're, it becomes a competitive office and of course who doesn't want to achieve great great bonuses? So.

So they get bonus for every appointment that either schedules or shows.

Yeah of course their show ratio, the amount, their average amount per month and other average, you know outbound conversion rates and their outbounds total.

How has it affected your BDC agents Pocketbooks. They're all I assume happy.

I've seen many new car purchases and some fantastic lunches being delivered from, from grubhub and you know those great companies.

I, I just to without giving away all their numbers, their, their outbound answer rate is just a whisker under 30%. That tells me this BDC is working hard. They're getting through the queues. They scheduled over 500 and while they scheduled 509 appointments in August from zero or you know very few outbound before, before they got this system in place with, with their people and such. This is, it's really great stuff.

It really is Scott And I would be remiss not to mention my, my favorite person who's done many of these Kim from Joe Cooper. She used it, you know the, the phishing analogy you know as a casting her net and service BDC and how she has a very, I'm very jealous of her conversion rate. So we know we're just trying to real, you know real integrate customers in and outside of the pma. Scott. So and.

One thing everyone listening to this should know. 40% of their outbound appointments have been from people calling back from an outbound outbound call. Shane talked about friendly, good voicemails. They really make an impact. This is just, it's staggering. 40% what are your biggest wins that you've had?

Our biggest wins we made, we're achieving some, some Toyota loyalty engagement metrics of redemption. We still, we still have some, a few that we're going to be hitting soon, you know and that'd be great achievement. We've been able to reach out I would say some of the, the top recall campaigns that have a high warranty, you know. You know ready for the shop. You know winning those customers over, you know getting it in has, has been a great wins for us Scott. So you know those, those two come to mind, you know right away. So you know and just growing our ros each, each month ro count we're up way over year over year. You know we're being recognized for our CP growth. So it all goes, it all goes hand in hand.

Any goals for the, for the next many months?

Sure, of course. We like to be. Just to back up, I need to give a little shout out for Bali getting us on Bali. They've got great, great regional reps, Dan and Alan. But I do tell Alan every time he visits visit us, you know, I can't wait to be in the green for every TLE redemption and, and I can't wait for that day. C Right now we're pretty much in the red zone Scott, like the Eagles so we're looking for the tush push to get us, to get us in the score.

This is the start of football season.

So those today's opening day.

Well just want to say thanks for being a volley user. Obviously we have some part in this but you know you get great managers like Shane. This BDC was going to be successful regardless and congratulations on it. It was a good dealership when you showed up and able to find a good spot in it, right?

Yes, yes. Lou and Eric and Mark and Joe really you know, whatever we want in the service, BDC and every department, whatever resources we need, those gentlemen are there to give it to us.

Yeah, you know it's one of those things. It just with just a little bit of hard work and some goals and, and aiming high, you can, I mean I have no doubt that next year we'll have, we'll be talking about much bigger, bigger numbers. Would you, would you come on another year and give us an update?

Sure. I, I'm always, always available for you guys at Bali, any, anytime.

Okay. Hey, thank you Shane and have a great day.

Hey you two. Go birds.

Yeah, see you.