She Built One of the Best Service BDC Teams I've Ever Seen — Dealer Talk With Jen Suzuki

When people think about a Service BDC, they usually picture someone answering phones and setting appointments.

Emma Cole saw something completely different.

When she stepped into one of the largest service departments in the country, there wasn't a blueprint waiting for her. She had to build the department, earn trust with advisors, hire the right people, create new processes, and figure out how to keep a team motivated while making hundreds of calls every day.

And she did.

In this episode, Emma shares exactly how she built one of the most impressive Service BDC operations I've seen.

We talk about finding opportunities that most dealerships overlook, building a team that actually wants to win, handling declined services, keeping advisors and BDC on the same page, and why leadership has to be hands-on when the pressure is on.

If you've ever wondered whether a Service BDC can make a real impact on retention, customer experience, and service revenue...this episode will probably change your mind.

We cover:

How Emma built a Service BDC from the ground up.
The lead sources most dealerships never work consistently.
Why declined services deserve their own strategy.
How to hire people with hustle—not just experience.
The biggest mistakes BDC teams make and how to avoid them.
Why communication between advisors and BDC can make or break the customer experience.

One thing I loved about Emma...

She never waited for someone to hand her a process.

She built one.

Check out our sponsors!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.
Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.
ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.