Let’s be real, you’re rotating sales people because if you didn’t, the same two guys would up every customer. In “fairness”… enter round robin.

Round Robin is Backwards

But maybe those two sales people should be getting more ups. We’re all thinking it, right? What’s really fair here? The people getting handed ups that weren’t driven enough to actually greet a customer?

This is taking money out of your high performer’s pocket and placing it right in the arms of the guy that was just out for his fifteenth cigarette break.

That’s a good way to drive away your best sales people.

But That’s Not All

Round Robin is directly affecting your bottom line, not in the way you’re thinking. Picture this… Jeff in your BDC has a killer work ethic. He books appointments that show, keeps immaculate notes for the sales guys… he even brings in donuts on Saturday.

It’s Monday and Jeff has six appointments set. Three of them are used and the car is available. Let’s say five of his appointments show. Are they handled properly? Not if you’re rotating sales people.

Why Jeff Eats PB & J for Lunch Everyday

Jeff is a great guy! So, why are you leaving his commission all up to chance? A large part of Jeff’s commission is getting the sale.

So, he prints out signs with the customers names on them. He builds a folder about the customer and what they’re looking for and gives it to the desk. He’s done everything right.

Where Round Robin Goes Wrong

Well…. Everything but setting the right expectations. That customer most likely thinks they’re working with Jeff. Switching sales people is already pushing it. But then it gets worse.

The customer shows up for their appointment and the next guy in rotation ups them (assuming they’re around). Then he leaves them sitting at his desk with a half hearted “Jeff works in the BDC” like the customer even knows what that means.

The Late Hand Off

Then the sales guy runs into the BDC to ask Jeff about the customer. Because he wasn’t briefed about the customer. Because they were never made his customer. Making sense?

Now let’s say Jeff is not on the phone (which is unlikely). He now has to stop and fill the sales guy in as fast as he can, because the customer is sitting at a desk alone now. And yes, they’re wondering why they came to your dealership.

Poor Jeff Can’t Catch a Break

So, Jeff debriefs the sales person and they go back to their desk. What do they do? Create a duplicate record because they didn’t check the showroom log, and they ask the customer all the same questions that Jeff has been asking them for days.

At this point, how could they not be frustrated? They came into your dealership expecting to meet with Jeff. Then their sales person was switched on them, and the guy barely explained what happened to poor Jeff.

Now Jeff is Seriously Considering a New Job

Next, the sales guy told them to sit at his desk and ran away. And he was gone a good ten minutes. The customer had no idea how to fill the time. So they started shopping your local competitors. They had so much time they were able to set an appointment for later today!

Then the sales person comes back to the desk and proceeds to ask the customer the same questions they had already answered with Jeff.

What happened? Round Robin Happened

If this customer buys a car, they either really wanted that car, or they didn’t want to step foot in another car dealership. It’s more likely that they came up with an excuse and left without buying.

So here you see that round robin is not only cutting into your profits, it’s messing with the dealership’s reputation. And word travels fast in the digital age.

So What Can You Do About It?

Round Robin your fresh ups. That’s perfectly acceptable. But don’t round Robin your BDC appointments. These should be treated with a completely different process.

A sales person should be assigned to this customer. They should be debriefed about everything the customer has asked Jeff about, and what they’re looking for at the dealership.

The car should be pulled up and the sales person should be standing outside waiting for the customer to arrive.

This Makes all the Difference

I know, in a perfect world, this is how things would go. Of course, there are gray areas where people are still with another customer, or they’re in the bathroom when the customer arrives, etc.

But if there was a process in place, your BDC appointments would be getting a much better impression of the dealership, and better treatment. Which means great reviews. And that puts money in your pocket.

More reading about the negatives of round robin | “Should You Round-Robin Leads? Or Make Reps Earn Them?”

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Sound painfully familiar? You probably have your own Jeff at your dealership.

It’s time to help Jeff. You need to shake things up a bit (in a good way, of course).

If your team feels overwhelmed, disconnected, burned out, or constantly reactive, there’s usually friction somewhere in the process.

The problem is most dealerships don’t notice it until performance starts slipping.

That’s why I created the Dealership Friction Diagnostic:
A free consultation designed to uncover operational pressure points and recommend quick, realistic fixes.

Let’s identify what’s slowing your dealership down before it becomes a bigger problem.

Schedule your free diagnostic call HERE

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