Ep.29-UNCUT-Using Mobile Repair & Pickup/Delivery As A Strategy For Retention & Loyalty w/Bob Gower of Traver Connect

Using Mobile Repair & Pickup/Delivery As A Strategy For Retention & Loyalty w/Bob Gower of Traver Connect

 

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When you hear the term "BDC," you may or may not think of John Traver, but you should.

Known as the "Grandfather of BDC," John Traver developed an infrastructure on handling sales BDC in 1990.

He even coined and trademarked the name.

 

Bob Gower was the General Manager of a Toyota Dealership, ten years strong when he became a customer of Traver. And he was so impressed with what John was doing that he left that dealership to work for Traver in 1995.

 

 

Summary

 

In this conversation, Bob Gower, COO of Traver Connect, discusses the evolution of the Business Development Center (BDC) and the rise of pickup and delivery in the automotive industry. He shares insights into the challenges and opportunities of implementing pickup and delivery services, as well as the changing customer expectations in the post-COVID era. Gower emphasizes the importance of experience and the need for innovation in the automotive industry. He also discusses the role of technology and the option of outsourcing as a solution for dealerships. The conversation explores the challenges and opportunities of implementing pickup and delivery services in the automotive industry. It emphasizes the importance of scalability and finding resources to quickly achieve the level of expertise and efficiency of established players. The discussion delves into the logistics and outreach involved in pickup and delivery, highlighting the need for effective communication and scheduling. The role of technology in enhancing the customer experience is explored, with a focus on the importance of personal interaction and trust. The conversation also touches on the challenges of managing the move and ensuring smooth operations throughout the service process. The significance of status updates and communication in customer satisfaction is emphasized, along with the need for dealerships to invest in technology and streamline processes. The conversation concludes with a discussion on the importance of retention and loyalty in the automotive industry, and the potential for pickup and delivery services to drive customer loyalty and increase profitability.

 

 

Takeaways

 

• The birth of the Business Development Center (BDC) revolutionized the automotive industry by providing a structured process for handling sales and customer communication.

 

• Pickup and delivery services have become increasingly important in the automotive industry, especially in the post-COVID era, as customers expect convenience and personalized experiences.

 

• Dealerships face challenges in implementing pickup and delivery, including scalability, integration with sales departments, and the need for performance tracking and reporting.

 

• Outsourcing pickup and delivery can be a viable solution for dealerships that lack the infrastructure or resources to handle it in-house.

 

• The automotive industry needs to embrace innovation and adapt to changing customer expectations in order to stay competitive and maximize customer retention. Scalability and finding resources are key challenges in implementing pickup and delivery services.

 

• Effective communication and scheduling are crucial for successful pickup and delivery logistics.

 

• Technology enhances the customer experience but personal interaction and trust are still essential.

 

• Status updates and communication play a significant role in customer satisfaction and retention.

 

Chapters

 

00:00 Introduction and Background

02:15 The Birth of BDC

03:21 The Evolution of Traver Connect

04:28 The Rise of Pickup and Delivery

07:06 Challenges in Implementing Pickup and Delivery

10:20 Changing Customer Expectations

11:48 The Role of Third-Party Apps in Mobile Repair

14:40 Outsourcing Pickup and Delivery

20:22 The Need for Innovation in the Automotive Industry

23:47 The Role of Technology in Pickup and Delivery

24:23 Outsourcing as a Viable Solution

27:42 The Importance of Process and Execution

29:15 Scalability and Resources

30:12 Logistics and Outreach

32:12 Customer Experience and Technology

33:39 Managing the Move

34:37 Status Updates and Communication

36:24 Logistics and Chaos

37:20 Retention and Loyalty

38:35 Learning from Others

39:02 Dealer Response to Pickup and Delivery

40:00 Convenience and Customer Feedback

41:27 Customer Experience and Relationship Management

42:13 Technology as an Enabler

44:11 Customer Experience and Convenience

45:37 Customer Loyalty and Retention

46:33 Creating a Seamless Process

47:31 Convenience and Pickup and Delivery

48:25 Convenience and Customer Expectations

50:02 Independents and Pickup and Delivery

51:21 Customer Convenience and Independence

52:03 Creating Reciprocal Solutions

53:08 Service as a Profit Center

54:40 Video MPI and Customer Trust

56:20 Service as a Revenue Opportunity

59:09 Retention and Loyalty as Goals

01:00:07 Service as the Biggest Opportunity

01:02:31 Retaining Customers and Service Profitability

 

 

SuperClip Links:

https://youtu.be/wiJkTkL6cU0?si=pAndwPYXN2FPMKfW

https://youtu.be/xQRvflAcefo?si=RugzoQIQuMxx12Z8

https://youtu.be/3e8x0ut8neI?si=9vVv-35xh4IHztRz

https://youtu.be/7Q1hUA3GB08?si=ZniQ2OrXGoTSvI65

 

 

Music:

Strength To Last: We're Dreaming

 

Wayfair: Salad Days

 

Reveille: Talk The Walk