Steve Finell initiates discussion about the missed opportunity of follow-up service on vehicles after expensive diagnostic tools like Argis are implemented, prompting conversation about whether service advisors should handle this or if a dedicated BDC (Business Development Center) should manage appointment setting and post-service follow-up calls. Alex Snyder shares that his dealership uses a BDC call center to handle incoming calls and follow-up after service work closes, while service advisors retain the option to follow up themselves if they prefer, with the key insight that dedicating staff to this function allows advisors to focus on their core responsibilities while still maintaining relationship-building opportunities.
