GM eager to squeeze more out of BDCs

DETROIT -- General Motors dealers got about 30 million reminders last year about the importance of keeping an open line of communication with their customers.

That's the number of vehicles that GM recalled, each requiring multiple customer contacts. Now, GM is using the Year of the Recall to reinforce the importance of operating a business development center, on both the sales and service sides of the dealership.

Even before last year's recall deluge, GM had a focus on BDCs, the system through which dealers proactively follow up on phone or Internet leads and schedule service or test-drive appointments. GM required dealers who participate in its Standards for Excellence incentive program to attend BDC training sessions.

This year, GM is working with a third-party vendor to help assess each dealership's proficiency.

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