- Jul 6, 2010
- 91
- 55
- Awards
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- First Name
- Baron
So, please advise on this situation.
I entirely rebuilt 3 separate BDC's at the same time and created a pretty amazing (if I say so myself) spiderweb of Processes and Templates. The Templates are very visually appealing, with basic messaging designed solely to move the Process forward to the next steps, whatever it may be for that particular customer (actual phone contact, e-mails responses, texting, appointment, etc.).
I also built in a lot of flexibility in the messaging, with different responses for New, Used, Cert, Incoming units, and more. The whole thing is labelled in such a way that Reps can identify the proper required messaging within literal seconds, then send it. And of course, there is the ability to eliminate the standard responses and personalize everything to address specific customer questions, concerns, or situations. It's a very complex creation, but the complexity of the build makes it extraordinarily simple to operate, while maintaining a great deal of flexibility. Also, I update and change things around constantly, to address market conditions and try to keep things fresh.
One store of the three has now put out there that I should delete nearly ALL the Templates (and every single first response item) and remove most of the Process setups, then have the BDC Reps free-style it. I am being told that is how West Herr does it (I am with someone who had worked there), which I highly doubt. In fact, I have never run across a top-flight store that allows its BDC Reps to just go off and do their own thing, with only rudimentary standardization of messaging and Process.
I was tasked with making all Processes and Messaging consistent from store to store, so that is also another major added problem.
I have no strong "A" players who I would trust to work off the cuff, and even if I had one there would still be strong guidelines left in place. I have a few rookies (one of them could be that home-run hitter but I will lose him when he goes off to college in the fall) and some excellent "B" players.
There is more to the story, but this is the basic sum of it. Thoughts, ideas, opinions?
I entirely rebuilt 3 separate BDC's at the same time and created a pretty amazing (if I say so myself) spiderweb of Processes and Templates. The Templates are very visually appealing, with basic messaging designed solely to move the Process forward to the next steps, whatever it may be for that particular customer (actual phone contact, e-mails responses, texting, appointment, etc.).
I also built in a lot of flexibility in the messaging, with different responses for New, Used, Cert, Incoming units, and more. The whole thing is labelled in such a way that Reps can identify the proper required messaging within literal seconds, then send it. And of course, there is the ability to eliminate the standard responses and personalize everything to address specific customer questions, concerns, or situations. It's a very complex creation, but the complexity of the build makes it extraordinarily simple to operate, while maintaining a great deal of flexibility. Also, I update and change things around constantly, to address market conditions and try to keep things fresh.
One store of the three has now put out there that I should delete nearly ALL the Templates (and every single first response item) and remove most of the Process setups, then have the BDC Reps free-style it. I am being told that is how West Herr does it (I am with someone who had worked there), which I highly doubt. In fact, I have never run across a top-flight store that allows its BDC Reps to just go off and do their own thing, with only rudimentary standardization of messaging and Process.
I was tasked with making all Processes and Messaging consistent from store to store, so that is also another major added problem.
I have no strong "A" players who I would trust to work off the cuff, and even if I had one there would still be strong guidelines left in place. I have a few rookies (one of them could be that home-run hitter but I will lose him when he goes off to college in the fall) and some excellent "B" players.
There is more to the story, but this is the basic sum of it. Thoughts, ideas, opinions?