BDC Basics
What level do we want to connect w/ the customer?
Emotional
Rule #1
Never stop speaking w/ a period. Ask questions to maintain control!
How old is Mr.H?
74
How long has Brooke worked for Hendrick?
3 years 10 months
What color is Donna's car?
Orange
3 Reasons to Call
Thank, apologize and inform
Rule #9
We learn by trial and error, mainly by error. It is okay to make mistakes if we learn from them. The only failure is not being more prepared the next time.
How many employees does Rick Hendrick have?
10,000
What is Brooke's middle name?
What is Donna's maiden name?
Rowson
4 Levels of Alignment
Be kind, be helpful, be innovative, be invested.
Rule #14
A stall is just a fear that has yet to be identified. Shovel!
How many jets does Rick have?
2
What brand of the military is Tyler (Brooke's brother) in?
Army
What are Donna's kids names?
Lily and Oliver
To reduce fear we need to increase...
Hope and value
Rule #17
Maximum activity is essential for maximum productivity.
What President pardoned Rick Hendrick?
President Bill Clinton
What is Brooke's dogs name?
Ranger
What is Donna's favorite band?
Blink 182
What is the difference between customer service and customer care?
Customer Service: problem solving, handling customer inquiries
Customer Care: building relationships, ensuring the customer is happy
Ex: Holiday Inn vs. The Ritz
Rule #21
Be relentless in your follow up and unreasonable in your optimism. Don't give up, even if the customer has.
What illness did Rick Hendrick have that inspired him starting The Marrow Program?
Leukemia
How many cars has Brooke owned since working for Hendrick?
3
Where was Donna born (town and state)?
San Diego, California