At Herb Chambers Honda of Seekonk, we’re lucky to have an amazing team of people in every corner of the dealership. Whether you’re dealing with one of our sales consultants, a manager, or a service team member, we want you to have an exceptional experience when you buy or service your car with us. And thanks to our Business Development Center staff, that exceptional experience begins even before you set foot in our dealership. The BDC’s role is to field Internet inquiries and place phone calls to customers and potential customers.
Walk upstairs to the Business Development Center, and you’ll find a room abuzz with conversation, the sound of business getting done. BDC team members build customer relationships by phone–all day, every day. “Our job is to flood the showroom with customers,” says Caitlin Messier. “We do that by treating people how we’d want to be treated.” Honesty and transparency play a key role in the success of the Herb Chambers Honda Seekonk business development process, according to Danielle Samoorian, who adds, “It’s all about changing the game so it’s fair play. We’re a hands-on team, and our management has a lot of respect for what we do.”
Much of the work at BDC involves laying the groundwork for the initial customer interaction. “We focus on building rapport so customers feel comfortable when they come in to the dealership,” says Sindy Deleon. Ashley Brogan emphasized the need to be proactive in customer interactions, too, because you never know what a given day might bring! “Managing expectations is important for customer satisfaction, so we need to stay on our toes,” she tells us.
The BDC sales team is led by Business Development Manager Natalie Sena. “I have a fantastic team, and my role is to direct them and help them grow,” she says. “I strive to provide guidance so they have someone to count on.” Natalie has been at Herb Chambers Honda of Seekonk for four years, having begun on the sales floor. She sees the BDC as an ideal avenue of opportunity for employees who have excellent communication and sales skills, but need a more flexible schedule than typical sales calls for. “I’m proud of our BDC team, all of them have been promoted to management at other dealerships and our current team is on the same track.”
In addition to sales calls and follow up, the BDC team also handles calls for service appointments. Sylvia Belmont and Kaitlyn Collins work on the BDC service side, which Kate Amendola oversees. On the service side, they not only make service appointments, they follow up to ensure that the customer is satisfied. This is especially important for situations like parts recalls, because customers have many questions. “During a recall, we make sure to take the time to reassure the customer about safety, carefully explain the reason for the recall, and let them know about the available resources,” says Kaitlyn. “We listen to the customers’ concerns, and we check in later to see how it worked out for them. People feel better when their concerns are validated, they appreciate the follow up.”
The BDC team is made up of different personalities and styles, but they all share qualities like reliability, responsibility, and tenacity–very important as they meet their goals daily. “We all have different approaches, but it pans out,” says Danielle.
We couldn’t agree more–keep up the great work, BDC team!
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