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Joseph Cala
  • Male
  • Beachwood, NJ
  • United States
  • Joseph A. Cala
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Joseph Cala's Page

Latest Activity

Joseph Cala commented on Joseph Cala's blog post Service Customer Retention (SCR) Strategy
"If you have any questions about Service BDC please reach out to me. "
Jan 22
Joseph Cala's blog post was featured

Service Customer Retention (SCR) Strategy

-Service Customer Retention (SCR) StrategyRetention ratios are a very important part of what we do in the car business. When it comes to the Service Department we gauge our SCR (Service Customer Retention) scores on a few key areas. Many Manufacturers say that a customer is retained when they visit your service department 2 times within a 12-month span. In other words, Dealer Service Retention (SCR) measures the percentage of customers returning to the same dealer for service within 12 months…See More
Jan 22
Joseph Cala posted a blog post

Service Customer Retention (SCR) Strategy

-Service Customer Retention (SCR) StrategyRetention ratios are a very important part of what we do in the car business. When it comes to the Service Department we gauge our SCR (Service Customer Retention) scores on a few key areas. Many Manufacturers say that a customer is retained when they visit your service department 2 times within a 12-month span. In other words, Dealer Service Retention (SCR) measures the percentage of customers returning to the same dealer for service within 12 months…See More
Jan 21
Joseph Cala commented on Joseph Cala's blog post The Purpose of the Service BDC
"Thank you Steven for your comments. "
Jan 20
steven chessin commented on Joseph Cala's blog post The Purpose of the Service BDC
"CLEARLY --- Customer satisfaction is forged by service not sales --- and I laugh to myself whenever I hear a salesman state that he is "always there" for his customers. What does that even mean ? People have urgent service needs…"
Jan 20
steven chessin commented on Joseph Cala's blog post The Purpose of the Service BDC
"CLEARLY --- Customer satisfaction is forged by service not sales --- and I laugh to myself whenever I hear a salesman state that he is "always there" for his customers. What does that even mean ? People have urgent service needs not urgent…"
Jan 20
Joseph Cala commented on Joseph Cala's blog post The Purpose of the Service BDC
"Thank you for your comments Mark. The Service BDC is a great opportunity that is proven to help in sustained and increased retention when done with a good process. "
Jan 19
Mark Handlon commented on Joseph Cala's blog post The Purpose of the Service BDC
"Good morning Joe,         When you consider that the advertising dollars spent to inspire a customer to call your dealership or visit your dealership it seems to make sense to take some of that money and invest it…"
Jan 19
Joseph Cala commented on Joseph Cala's blog post The Purpose of the Service BDC
"Thank you for your insight Steven. As a main focus of the Service BDC, we are to maximize the impact of our SCR score or Service Customer Retention ratio. Most Manufacturers consider a service customer being retained when they visit your store 2…"
Jan 17
steven chessin commented on Joseph Cala's blog post The Purpose of the Service BDC
"Most dealerships today have a pretty decent sales BDC department that focuses on lead management. SERVICE BDC is all about retention and referral business. So look at your loyalty stat. Is it below the manufacturer's national average ?  I…"
Jan 17
Joseph Cala commented on Joseph Cala's blog post The Purpose of the Service BDC
"Thank you Mark!"
Jan 16
Joseph Cala commented on Joseph Cala's blog post The Purpose of the Service BDC
"You're welcome!"
Jan 16
DealerELITE commented on Joseph Cala's blog post The Purpose of the Service BDC
"Joe thank you for Sharing"
Jan 16
Joseph Cala's blog post was featured

The Purpose of the Service BDC

-BDC (Business Development Center)- This department creates and manages the business opportunities that come in and proactively go out from the dealership.Business Development can exist in the Sales and Service Opportunities of the dealership. While so much is always emphasized on the Sales BDC side of the dealership world, the Service BDC has been existing quietly in the background of some stores with minimal attention while many other stores have yet to enter into the Service BDC arena.As I…See More
Jan 16
Mark Handlon commented on Joseph Cala's blog post The Purpose of the Service BDC
"Good morning Joseph,              Great article! Customer perception is ignored so many times in many areas of any business. It is imperative with the automotive business that everyone from…"
Jan 16
Joseph Cala posted a blog post

The Purpose of the Service BDC

-BDC (Business Development Center)- This department creates and manages the business opportunities that come in and proactively go out from the dealership.Business Development can exist in the Sales and Service Opportunities of the dealership. While so much is always emphasized on the Sales BDC side of the dealership world, the Service BDC has been existing quietly in the background of some stores with minimal attention while many other stores have yet to enter into the Service BDC arena.As I…See More
Jan 14

Profile Information

Which best describes you?
Trainer
What company do you work for (or own)?
Joseph A. Cala
What is your current position within your organization?
BDC Director
What is your company website?
http://www.josephacala.com
What is your Facebook page/URL?
http://www.facebook.com/revjoecala
How did you specifically hear about DealerELITE? If referred, who?
industry
Not everyone gets approved for DealerELITE. To maintain the integrity of DealerELITE, tell us what you will have to offer once a dealerELITE member?
my ability to provide content,articles and videos to help automotive professionals.

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Joseph Cala's Blog

Service Customer Retention (SCR) Strategy

Posted on January 21, 2017 at 6:00pm 1 Comment

-Service Customer Retention (SCR) Strategy

Retention ratios are a very important part of what we do in the car business. When it comes to the Service Department we gauge our SCR (Service Customer Retention) scores on a few key areas. Many Manufacturers say that a customer is retained when they visit your service department 2 times within a 12-month span. In other words, Dealer Service Retention (SCR) measures the percentage of customers returning to the same dealer for…

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The Purpose of the Service BDC

Posted on January 14, 2017 at 11:30am 10 Comments

-BDC (Business Development Center)-

This department creates and manages the business opportunities that come in and proactively go out from the dealership.

Business Development can exist in the Sales and Service Opportunities of the dealership. While so much is always emphasized on the Sales BDC side of the dealership world, the Service BDC has been existing quietly in the background of some stores with minimal attention while many other stores have yet to enter…

Continue

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Blog Posts

What to Look for From Your Car Transportation

Posted by Simon Hopes on May 25, 2017 at 6:10am 0 Comments

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Expect to Lose

Posted by Rob Gehring on May 24, 2017 at 11:46am 0 Comments

One of the things I have learned about life is there will be…

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PERQ Adds Kelley Blue Book to Data Providers; Increases Trade-in Leads by 3x

Posted by Crystal Hartwell on May 24, 2017 at 11:42am 0 Comments

 

 

Addition of Kelley Blue Book’s trusted valuation data to FATWIN Web Engagement platform further increases engagement on trade-in tool…

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