In this high energy session, Jen Suzuki, the founder and president of
eDealer Solutions, showed how to turn your service BDC into a serious revenue driver. She pushed past the myth that it's just for answering inbound calls and focused on where the real money is: outbound efforts like declined work, recalls, overdue maintenance and missed appointments. Jen walked through proven techniques to train your team on, like leading with energy, spotting multiple reasons to book an appointment, building value before giving a price, and always asking for the appointment. She shared strategies for keeping your team sharp, like listening to recorded calls, running quick win contests, and coaching to behaviors like second swings and urgency. Her approach isn’t just about setting more appointments, but rather it’s about building a high-performing culture where every call moves the needle.
