A Ripe Harvest For South Bay Lexus: Retention Met ROI


Bountiful-HarvestWe knew October was going to be a banner month for South Bay Lexus but we didn’t know by how far.  The results are staggering.

Crossroads Encore is engaged with South Bay Lexus to assist their BDC Director, Mary Coulter, to build, manage, and supercharge her Customer Concierge BDC.  Since August the numbers have been climbing fast.  In October they broke company records.  Here is the summary:

  • 3x Average Gross Profit Per RO

  • Over 500 RO’s from outbound activity only

  • Over $130k in additional GP after parts and labor

With a company tagline of “Delivering WOW” we always aim for excellence.  In cases like these we reset that bar

Crossroads is helping us build our service BDC from the ground up.  They give us the process, training and accountability for our on-site team.  Crossroads is the biggest strategic partner for our Fixed Ops department.” – Executive Vice President and General Manager, Mike Hong


Click here to learn more about Crossroads Encore: Where Retention Meets ROI™

Posted on November 3, 2015 in Call Center, Case Study, Customer Stories, Encore

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About the Author

Born in 1982 Raised by entrepreneurs to work hard, work smart, work with integrity... Started helping in the family marketing business at age 12... Started first business at age 16... Sold first business at age 19... Joined family marketing business full-time at 19... 2002 Signed Ryan Seacrest to exclusive personality endorsement contract that ran 10 years... Built Media/PR platform with personalities such as Ryan Seacrest, Hulk Hogan, Manny Pacquiao, Mario Lopez... Earned two Cisco Systems certifications at 21 along with Microsoft and Google certs... Built & began Google Search Engine Marketing programs for agency in 2005 w/ $5million under management... Built #1 Web Site for help-wanted in telecom industry in 2006... Youngest member of Vistage International CEO forum in 2007 at age 25... Joined Royal Family Kids BOD's in 2008 focused on confronting abuse and changing lives... Earned BA in Business concentrating on Information Systems & Decision Sciences in 2010... Climbed Mount Rainier in 2010... Moved to Dallas and started new branch and sister co (Crossroads) in 2011... Summited Mount Whitney (mountaineers route) in 2012... Built a 24/7 virtual company in 2013 that broke even in 6 months...still growing... Changing the world one chat at a time... Writing a book... Foodie & amateur cook Tennis player - USTA 4.0 Soccer player - goalkeeper & sweeper Father of four... Husband who married up! "Culture isn't the #1 thing...it's the ONLY thing"​ - James Sinegal, Founder of Costco The world is changing but the principles remain the same: Know your customer, deliver value above the cost, and a good name is more valuable than gold. Be relentless! That's it, I'm done (name the movie, get a prize).

Response (1)

  1. Paul Labine
    November 3, 2015 at 2:28 pm · Reply

    The message could not be any clearer. If a dealer really wants to change for the better and be rewarded unbelievably then encore is the way to go. Hats off to the team at Southbay Lexus and Encore Team from Crossroads.

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