hello everyone welcome back to another
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Volie rally today got Scott on here
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again to share some of the data behind
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dropped calls and the impact that it has
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to your BDC and your store so
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Scott hello everybody hope you're doing
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well when someone calls your business uh
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they're hoping for for help right uh I
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firmly believe just based on listening
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to hundreds of calls that though your
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your customer
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care that you're in the ballpark for
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pricing um I don't get the get the idea
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that they're you know worried that your
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oil changes $5 more or whatever they
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just don't want to be aggravated and
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they and they're calling for help and
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your obligation is to answer the phone
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and keep your promises to your customers
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and you'll grow your business if you can
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keep your drop rate low so um generally
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in our high functioning bdcs the drop
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rate is between 4 and 6% for for agent
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drops those are the calls that um that
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agents um had a chance to answer and
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they didn't um monitor that if you can
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keep track uh there also our our
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customer drops the people who hang up
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right when it hits the ivr make sure
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that you're calling back 100% of those
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people so how do you look at drop rate
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well if someone drops uh 59% of them
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will call back in um 41% never call call
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back in again now we're working on the
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margins um you know all 41% didn't call
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because they were outraged they might
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have had something come up some people
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moved some people sold a car but but
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it's it's a very powerful number we
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actually looked last year at this study
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and only uh 38% of the people called
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back in in that in a 7-Day period so U
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they went somewhere else right so um if
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they if they uh
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um dropped if they were going to drop
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69% of all drops happen within 30
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seconds by the way um average hold time
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over over all the drop calls in Volie
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from this 25 million call study was 72
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seconds so um if they're willing to hang
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on past 30 seconds odds are they're
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willing to hang on for a while that is
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not a reason to make them wait I'm just
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I wanted to really highlight the
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importance of of getting this call
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within 30 seconds
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um of the people who dropped 58% never
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service their car again so with you yes
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with you yeah and and the good thing I
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mean service is a guarantee someone buys
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a car there's guaranteed transactions
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with service it's just not necessarily
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with you yeah so drop calls take
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resources though um people who we've had
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stores start Jake and they're like gosh
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our call volume went down well when we
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get dig into the numbers um we see that
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uh that they're doing so much better on
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the front end and lowering their drop
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rate that the people who do call back in
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are you know they're not uh gumming up
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the lines here the people who do call
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back in um uh call back an average of
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three times so onethird of the people
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call back multiple times at an average
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of three times a call it takes resources
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so what do we do with drops most
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importantly we call them back
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uh you don't need Volie to do that uh
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you guys need to call them back these
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people are buyers 58% of them will
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answer 59% of those will schedule an
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appointment the rest of them are people
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who are uh calling for status checks
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looking for store hours and such you
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know you got them for other reasons 63%
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of them had a previous service in the
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DMS that's really significant because
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those are just the people that we can
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match the phone number with their
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address it's a much higher number number
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um so make sure and call them back these
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people are buyers it doesn't take much
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time um and and just keep that in
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mind re remember it's our job when
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people are coming trying to do business
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is is to make them happy to not
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aggravate them and to keep our promise
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that we gave to them when they bought
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the vehicle so monitor your drop rate
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call people back under a% of the time
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and you'll grow your
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business definitely and like you said
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service is a guant guaranteed
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transaction they got to go somewhere so
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we want to make sure we get to the folks
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trying to do business with us so thanks
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so much for the data of course it's
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great to hear things that are backed up
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by the numbers and have a fantastic day
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