A minute a month from Matt Raymond, COO of Bowtie Solutions, on whatever’s actually worth your attention in the service department right now. Sometimes that’s missed calls. Sometimes it’s not letting customers slip through the cracks after a busy summer. Always tied to what it means for your bottom line.
New video every month.
A Minute with Matt
A missed oil change call gone wrong: “Hey, did you know you’re overdue?” is the fastest way to lose that customer. Matt Raymond breaks down how to actually work your summer backlog list, who to call first and how to frame it, so those calls turn into booked appointments instead of hang-ups.
Answer rate. Connection rate. Appointment conversions. In Part 2, Bowtie Solutions COO Matt Raymond breaks down what your service BDC metrics actually mean, not just what they say, and shares the exact numbers Bowtie tracks to turn calls into booked appointments instead of just busy phone lines.
Every BDC hands you a stack of metrics. Most of them measure activity, not results. In this video, Bowtie Solutions COO Matt Raymond breaks down why “500 calls made” doesn’t mean 500 appointments booked, and what your team should actually be tracking (and listening to) every day to know if your service department is improving or just staying busy.