Modern Dealer: Business Development with Colin Thomas BDColin™

In this episode, I highlight what probably begin as a dealers good intentions to implement artificial intelligence replacing a trained human to handle phone calls. If you're using artificial intelligence in your sales process, I implore you to have a second set of eyes look over what it feels like to interact with your dealership . Call me. Call anybody. But this is simply not acceptable. We are in a people business. Our customers do not want to talk to a robot. Furthermore, I can think of exactly 0 legitimate reasons that our process involves hanging up on a customer yet would you believe that this dealer is paying for exactly that. Most dealerships have some sort of wasted spend when it comes to their Internet sale process/BDC or their phone handling . Simply cutting just one of these wasted spend areas can open up a huge opportunity to focus on getting back to the basics which is still in 2025 where most dealerships fail. If I can help in any way, I'm just a call away 708-733-5463708-RED-LINE

A recent call from a connection of mine in South Florida who runs a decent size Turo fleet asked me if I could direct him to a store that would help him add an additional 20 to 30 units to his fleet. What I didn't know at the time was how difficult it would be to find a dealership that would actually be interested in selling an extra 20 or 30 cars. In this podcast episode, I highlight one of many phone calls that I had. Some of the comments that I heard were “we don't want to sell that many cars” “ we don't have a process for that” “ I'm just an appointment setter” If we create this much friction for a customer trying to buy 20 to 30 vehicles, imagine what a customer trying to buy one vehicle must go through . If you have not shopped your process… If you have not tried to buy a car from your own website I highly suggest you reach out so that we can maximize your opportunities and limit your liabilities. BDC Colin 708-RED-LINE708-733-5463

It sucks.

Today, the 750 employees of Off Lease Only, LLC found themselves unemployed . After nearly 20 years in business, OLO in an internal memo stated 1. What is Off Lease Only announcing today? Is Off Lease Only going out of business? Yes, Off Lease Only ("OLO" or the "Company") has initiated an orderly wind down of its business. Over the coming weeks, we will be taking various steps to responsibly shut down our operations and liquidate our assets. We anticipate the wind down will take approximately 30 days to complete. 2. How did Off Lease Only end up in this situation? As most of you know, unprecedented changes to the automotive retail landscape over the last few years resulted in unanticipated challenges and competitive pressures for independent used vehicle dealers. We have been significantly impacted by the scarcity of inventory and inflated prices stemming from disruptions in the supply chain. Elevated pricing and rising interest rates have further deteriorated conditions in the automotive retail market, weakening consumer demand and affordability. Industry headwinds coupled with the decreased affordability of used cars has put us in an incredibly difficult position that we must start winding down our operations. Our leadership team has been working tirelessly to reduce our costs and expand our access to inventory, so that we could compete more effectively, and implement prudent cost management in the current environment. However, despite our efforts and achievements, we are unable to overcome these challenges. 3. Are these decisions related to business performance? Yes, we have been impacted by the unprecedented changes in the used automotive retail landscape over the last few years that resulted in significant challenges and competitive pressures for independent vehicle dealers. We have been significantly impacted by the scarcity of inventory and inflated prices stemming from disruptions in the supply chain. Elevated pricing and rising interest rates have further deteriorated conditions in the automotive retail market, weakening consumer demand and affordability. Industry headwinds coupled with the decreased affordability of used cars has put us in an incredibly difficult position that we must start winding down our operations. 4. Will there be layoffs as a result of this announcement? Unfortunately, as part of the wind down process, we have had to make the difficult but necessary decision to eliminate all of the positions in our Company. For all of our associates, September 7, 2023 is the last official day of work at the Company. However, for most associates September 6, 2023 is their last physical day with the Company. A small transition team will be asked to continue to support Off Lease Only wind down for a temporary period beyond September 7, 2023, but these arrangements will ultimately be eliminated as well at the conclusion of the wind down. 5. How does this announcement impact day-to-day operations at Off Lease Only? We have ceased sales operations and will be closed to the public effective immediately.

Christopher (Hawaii) Dasconio and BDC Colin discuss CX, what's next and more

708-733-5463

Your deposit last month was short

200k Internet Dir, 5 day work week, 9 hour days, relocation …

Appointment-Driven Communications is the phone training, talk-track and email/voicemail best practices course for anyone who wants to have success in an Appointment Culture in their dealership. If you're a car salesman and you want to sell more cars at higher grosses, then you must become proficient at setting appointments that show and buy. If that describes you, then this course was designed specifically for you. If you're ready for more call / text BDC Colin 708-733-5463 

You can't out manage a poor recruiting strategy!

Appointment-Driven Communications is the phone training, talk-track and email/voicemail best practices course for anyone who wants to have success in an Appointment Culture in their dealership. If you're a car salesman and you want to sell more cars at higher grosses, then you must become proficient at setting appointments that show and buy. If that describes you, then this course was designed specifically for you. If you're ready for more call / text BDC Colin 708-733-5463

Colin Thomas and Dominic Cergnul who both have extensive experience building and managing Business Development Center initiatives across the country discuss Quality VS quantity in the BDC and shifts in dealers BDCs over the past few years.

On todays podcast we have Tiffany Soucie-Howren, the COO and Co-Founder of MarkUps.Org. We discuss how the website evolved into the household name it's become in just 6 months and some of the practices that dealers may be engaging in that may be putting them at risk of alienating their customers. If customer retention is important to you, you're definitely going to want to check this one out! --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

In this episode Richard Cunningham joins in to discuss the state of the union in automotive retail, implications of some of the proposed FTC regulations and Ethics in auto. --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

Have you ever listened to your sales calls and wondered why your people sound so terrible? It's because you didn't hire them based on their ability to communicate on the phone! This is an example of an outgoing greeting I use to ID BDC and Sales talent. Since 90% of appointments that set, show and deliver are set on the phone, it only makes sense to screen potential new hires based on their phone presence! There are some aspects of the job that are trainable but others are not. This technique has helped me identify thousands of A game players over the years while reducing wasted time meeting with folks who just don't have what it takes to be rockstars on the phone! If you need people, process and more profitability, I can help … call/text 708-RED-LINE

See the Consent Order for KINGS AUTOSHOW INC. d/b/a BROOKLYN MITSUBISHI, KINGS AUTOSHOW II INC. d/b/a BROOKLYN MITSUBISHI PRE-OWNED, GRAND AUTO GROUP LLC d/b/a BROOKLYN VOLKSWAGEN, RUDY TREMINIO a/k/a “EL PATRONN,” and CHARALAMBOS N. CHARALAMBOUS HERE https://s3-prod.autonews.com/2022-07/Settlement%20Brooklyn%20Mitsubishi%20Volkswagen%2020220628.pdf?adobe_mc=MCMID%3D52739806001929455222642932425332030723%7CMCORGID%3D138FFF2554E6E7220A4C98C6%2540AdobeOrg%7CTS%3D1658475570

In this episode we discuss a subreddit that demonstrates the serious denial about where our industry is heading. Call or text if I can help 708-RED-LINE

In a bulletin issued by the federal trade commission on June 23, 2022 the FTC Proposes Rule to Ban Junk Fees, Bait-and-Switch Tactics Plaguing Car Buyers As auto prices surge, agency launches rulemaking to protect consumers' pocketbooks and level the playing field for honest dealers regarding: Ban bait-and-switch claims: The proposal would prohibit dealers from making a number of deceptive advertising claims to lure in prospective car buyers. This deal deception can include the cost of a vehicle or the terms of financing, the cost of any add-on products or services, whether financing terms are for a lease, the availability of any discounts or rebates, the actual availability of the vehicles being advertised, and whether a financing deal has been finalized, among other areas. Once in the door or on the hook, consumers face the fallout of false promises that don't pan out. Ban fraudulent junk fees: The proposal would prohibit dealers from charging consumers junk fees for fraudulent add-on products and services that provide no benefit to the consumer (including “nitrogen filled” tires that contain no more nitrogen than normal air). Ban surprise junk fees: The proposal would prohibit dealers from charging consumers for an add-on without their clear, written consent and would require dealers to inform consumers about the price of the car without any of optional add-ons. Require full upfront disclosure of costs and conditions: The proposal would require dealers to make key disclosures to consumers, including providing a true “offering price” for a vehicle that would be full price a consumer would pay, excluding only taxes and government fees. It would also require dealers to make disclosures about optional add-on fees, including their price and the fact that they are not required as a condition of purchasing or leasing the vehicle, along with disclosures to consumers with key information about financing terms. Access the full bulletin here https://www.ftc.gov/news-events/news/press-releases/2022/06/ftc-proposes-rule-ban-junk-fees-bait-switch-tactics-plaguing-car-buyers?fbclid=IwAR0fyI_swROjp0UXvPgy_Ml4rRxF8qrOvfQzRz5iZGNFU_mgn0Fxx7LVoMI&fs=e&s=cl

In this episode we dive into why dealers fail to capture lifetime customers, exploitative business practices that occur in many if not most dealers and other items that are severely overdue for discussion in our industry and have been well before the onset of Covid or the chip shortage.

The five must haves for creating a successful automotive BDC --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

This two-day virtual book-camp allows the team members in your store to learn with the industry's top BDC trainer without ever leaving the comfort of their desk! The absolute best BDC training to be found in retail automotive with industry expert BDC Colin Thomas. This course is suitable for any BDC Rep, Manager/Director, beginner or experienced. Beginners will learn the foundation of all successful operations, while experienced attendees will find additional opportunities and areas for improvement. This two-day course allows the team members and management in your store to learn with the industry's top BDC trainer without ever leaving the comfort of their desk! Your Manager will also be equipped with accountability tools to manage the room by the hour as well as strategies to convert lost opportunities from their teams efforts into showroom traffic and sales. Your leader will learn how to install a live turn-over culture as well as a self generated referral culture among their team. March 22nd & 23rd 2022 10:30 AM-12:30 PM EST/2:00-4:00 PM EST both days. $1,295 per location/connection See what others have said “I attended the BDC workshop with Colin Thomas. It was very informative and helpful when dealing with difficult situations in the BDC” . – Mary Wilyat, BDC Manager Video Testimony From Workshop https://youtu.be/M2TKiSXOUqQ Space is limited to ensure each participant gets individual attention and has opportunities to participate in real-time role playing. PM Colin to register or text “Register” to 708-RED-LINE please note a $295 processing fee applies to any withdraw from the boot camp https://www.linkedin.com/events/6899786813800865792

This two-day course allows the team members in your store to learn with the industry's top BDC trainer without ever leaving the comfort of their desk! The absolute best BDC training to be found in the automotive industry with industry expert BDC Colin Thomas. This course is suitable for any BDC Rep, Manager/Director, beginner or experienced. Beginners will learn the foundation of all successful operations, while experienced attendees will find additional opportunities and areas for improvement. This two-day course allows the team members and management in your store to learn with the industry's top BDC trainer without ever leaving the comfort of their desk! Your Manager will also be equipped with accountability tools to manage the room by the hour as well as strategies to convert lost opportunities from their teams efforts into showroom traffic and sales. Your leader will learn how to install a live turn-over culture as well as a self generated referral culture among their team. March 22nd & 23rd 2022 10:30 AM-12:30 PM EST/2:00-4:00 PM EST both days. See what others have said “I attended the BDC workshop with Colin Thomas. It was very informative and helpful when dealing with difficult situations in the BDC” . – Mary Wilyat, BDC Manager Video Testimony From Workshop https://youtu.be/M2TKiSXOUqQ Space is limited to ensure each participant gets individual attention and has opportunities to participate in real-time role playing. $1,295 Each Location/Connection PM Colin to register or text “Register” to 708-RED-LINE --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

Ford and GM warns dealers to end the practice of market adjustments threatening to further limit inventory --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

Become a Paid Subscriber to unlock exclusive podcasts and get an unfair advantage: https://anchor.fm/colint/subscribe Whether you have your BDC, sales floor or a hybrid working leads and phone ups, BDC Colin can analyze your process, make recommendations on how you can sell more cars, assess the sustainability of your team members, provide one time or ongoing training and coaching both in a classroom group environment and one on one, help your BDM or BDD by installing tools and metrics to hold your team accountable, or have an open-house recruiting event for your sales floor or BDC, Call BDC Colin to schedule your onsite dates 708–733-5463 or 708-RED-LINE. BDC Colin works with all NEW unit OEMs. In today's episode, we discuss why most Business Center initiatives fail. --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

In this 30 minute podcast, BDC Colin bottom lines why BDCs fail.

As scary as it is, most dealers believe that review manipulation isn't a big deal and don't realize the implications with incentivizing reviews. There are many forms of review manipulation but today we will talk specifically about dealers who chose to compensate their customers with prizes, gift cards or other forms of "appreciation" for writing a review. Want premium, Episodes? Become a Paid Subscriber: https://anchor.fm/colint/subscribe If you want to unlock episodes that show you step-by-step how and why Colin recruits, trains and builds some of the best performing BDCs in the US, consider becoming a paid subscriber for a BDC blueprint. Here are just a few of the episodes that give you a blueprint to building a sustainable and profitable Business Development Center in your store or group: "The power of a live TO" - how to instantly save 4-6+ car deals per rep per month in your BDC. Recruiting strategies - who to look for, how to write ads and a unique twist on the application process designed to evaluate potential new hires ability to communicate with your customers in a way that's been described by dealers' as "brilliant" Compensation in the BDC - how to pay your reps and for what activities as well as what activates NOT to pay for! Your BDC doesn't "DB" - I can show you in 60 seconds that your BDC is not developing any business and is simply selling the lowest of the low hanging fruit. In this episode you will learn how to install a process in your BDC to empower your reps to put an additional 2-4 car deals out a month per rep. BDC Accountability Hacks - how using either a traditional whiteboard or digital "Go Green Board" will transform the way your BDC is run. This will allow you and anyone else to view, on demand, real time BDC stats that empower your BDC Director or Manager to intervene with BDRs who are struggling to make course corrections in real time. No more waiting until the end of the day, week or even worse, month to realize your BDRs aren't producing the way you'd like. "CRM Opt-Out" - Your sales floor isn't using your CRM in harmony with your BDC, and it's costing car deals. Become a Paid Subscriber: https://anchor.fm/colint/subscribe Whether you have your BDC, sales floor or a hybrid working leads and phone ups, BDC Colin can analyze your process, make recommendations on how you can sell more cars, assess the sustainability of your team members, provide one time or ongoing training and coaching both in a classroom group environment and one on one, help your BDM or BDD by installing tools and metrics to hold your team accountable, or have an open-house recruiting event for your sales floor or BDC, Call BDC Colin to schedule your onsite dates 708–733-5463 or 708-RED-LINE. BDC Colin works with all NEW unit OEMs --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

Is complacency at an all time high?

See full video here https://vm.tiktok.com/ZMRAEChh1/ --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

You need to have the staff on hand to answer the incoming lead instantly. 3-5 minutes no longer suffices. Empower staff to make instant decisions to get back to customers at that moment Ensure every customer contact includes an effort to secure a referral --- Support this podcast: https://anchor.fm/colint/support

There are approximately 200 families who need help with a complex rental situation in Alabama. This is an urgent issue and if you are or know of someone who can provide some help, please send them my way. 708-RED-LINE --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app Support this podcast: https://anchor.fm/colint/support

Dealers, how many use Omega Auto Care? Let's talk Omega. ;) --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app Support this podcast: https://anchor.fm/colint/support

Would you ever start a conversation with an internet lead by asking the customer how to pronounce the name of the model they'd inquired about? Probably not. If that sound even just a little silly, you'll want to check out this episode if you've thought about or currently have an outsourced BDC handling your internet leads and or phone ups --- Support this podcast: https://anchor.fm/colint/support

A follow up to the previous three episodes on sales and BDC recruiting… This episode discusses a best practice for identifying talent that wants to work in a market that makes finding potential hires difficult --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app Support this podcast: https://anchor.fm/colint/support

This is an interaction that occurred between myself and a Metro-By T-Mobile representative today regarding an ongoing issue I have been having with my service that has been ongoing for nearly a month. After 11 (eleven) phone calls, tickets being prematurely closed without resolution, it is painfully clear Metro does not have process in place to protect their sales and profitability as well as ensuring a seamless customer experience. This is customer abuse. If you are not regularly auditing your customer contact points I ASSURE you that your customers will experience a dis-jointed experience like this. At the completion of the call without indication I was abruptly dumped into a survey queue for which I confidently indicated on all four questions my satisfaction left was a 0/10 at which point their IVR xfered me to a live (presumably) "save" team member who accidentally disconnected the call. No follow up efforts were made after this disconnect despite repeated requests that in case of a disconnection I was to be called back. Every representative insisted this wasn't "possible". Off site, outsourced call center initiatives DO NOT WORK. As a customer I literally was forced to dictate proper notes to be entered into their CRM after 11 phone calls. This is beyond unacceptable. --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app Support this podcast: https://anchor.fm/colint/support

Episode 82 discusses how a dealer must be willing to take swift action to maintain a profitable BDC

Glenn Porzelt talks service BDC --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

An interesting study conducted by BDC Colin™ recently uncovered that 96% of dealers believe they respond to their Internet leads within 10 minutes --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

Episode 79 discusses how Carvana inventory is now listed on Cars and Trader ... are you sustainable?

Effective recruiting techniques for Internet sales/BDC --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

You need a sustainable game plan to be meaningful, timely and transparent and less reliable on 3rd parties --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

Dave diCecco and Colin discuss the recent webinar that the executive CarGurus leadership team did on Friday and how dealers can be less reliant on these 3rd parties to become more sustainable and meaningful in the marketplace --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

BDC Rep, Manager and Director hacks to make sure your BDC is developing business --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

If you’ve followed my content you know I’m a believer that your sustainability is contingent on mastering business development internally. Episode 76 is a sequel to episode 69, “Farming it Out” where I highlight the dangers of outsourcing your BDC initiative. You need to be able to inspect your business development activities and you simply can’t do that when you outsource. To make matters worse this outsourced BDC company we hear about in episode 76 is outsourcing their recruiting and training needs out to other vendors while abusing their clients’ customers and creating experiences that will surely reflect in their reputation. --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

Dealers I don’t care if you call it a BDC, Internet Sales Department or a phone response team, but you do need a team whose primary function is to ensure that you’re not winning because your response is 5-10 times that of recommended guidelines. The fact that dealer #2 would have been the only one of the 4 dealers here that would have realistically set an appointment is a matter of pure luck. Do you want to leave your sales to luck? Follow me on LinkedIn, subscribe to my podcast and join my BDC group. Call me if I can help. 708-733-5463 --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

Joe is your average dealer. He’s seemingly either unaware or doesn’t care about his customer experience and internet sales process. Maybe he “just wants to sell cars”.

Day in and day out I see BDCs that do a below average or poor job of handling the front door of the modern dealership with response time and meaningful engagement. Adding insult to injury, I never see dealers who expect their BDC to develop business.

This episode talks about why you don’t want to compartmentalize your people or process --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

Unique work from home opportunity for the right person! If you have BDM or BDD experience along with experience working/desking deals, F&I, Sales Management, Used Cars and are familiar w Dealer Socket, you might be someone we are interested in talking to! Base will be in the range of 40-60k with total comp between 100-150k for a top performer. Benefits offered. 5 day work week. Store is selling 150 now has sold 250 before. Looking to get to 300! Only serious candidates should reach out that have all of the above experience. Text BDC Colin at 708-733-5463 please send a message first so Colin can arrange to make space for a confidential call with you.

While outsourcing may seem like a great way to reduce your monthly overhead by tens of thousands in operating expenses, it is costing you far more in lost deals due to improper handling, timely responses and general sloppiness when every internet lead is not being worked effectively. We are talking about massive loss resulting in you missing out on all but the lowest of low hanging fruit that you would have already benefited from with no BDC, on or offsite. Contact BDC Colin™ to learn how we can install an onsite in-house BDC that will dominate your marketplace. Call BDC Colin™ at 708-RED—LINE OR 708-733-5463