Kelly · Build a better plan
BDC gets the appointment. Customer explains the trade, the vehicle, the timing, the whole thing.
Customer arrives.
“So, what brings you in?”
We can clean that up.
Before the appointment, put a usable brief in the CRM: why they’re shopping, what they want to see, what’s unresolved, and what we promised. Include the time constraint. “Coming on lunch” changes how we prepare.
Something like:
“Jordan needs easier third-row access. Wants to try the second-row seats first. Has 45 minutes. We agreed to check the space before driving.”
Then get it in front of whoever is taking the appointment. A beautiful note nobody reads is still a missed handoff.
The greeting becomes: “Jordan, let’s start with that third-row access.”
Better. We’re picking up the conversation.
Try it on the next three appointments. Ask the salesperson what was useful and what was missing. Adjust from there.
And if your store already does this well, find the next handoff that keeps breaking. There’s usually one.
