Explorez tous les épisodes du podcast Retention Roadmap: Navigating Service Success for New Car Dealerships
| Titre | Date | Durée | |
|---|---|---|---|
| The Next Evolution of Video MPI | 15 Sep 2026 | 00:28:28 | |
Video inspections are becoming standard in dealership service departments. But simply sending a video is no longer enough. The next opportunity is making sure customers actually watch it, understand it, and see enough value in the experience to trust the recommendation and come back again. In this episode, sponsored by DriveSure, Bill Springer welcomes back Joe Shaker, CEO and co-founder of TruVideo and owner of Shaker Auto Group, to explore how video MPI has evolved from an adoption challenge into an execution challenge. Joe shares what leading dealerships are doing to improve view rates and video quality, how better visual explanations can increase service approvals, and why transparency matters well beyond the current repair order. They also dig into new findings from DriveSure’s 2026 Dealership Service Retention Report, including the significant trust gap between customers who have experienced video inspections and those who have not, plus what AI-powered video quality scoring could mean for the next phase of fixed ops.
What we discuss in the episode:
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| How to Become Your Customer’s First Call for Tires | 02 Sep 2026 | 00:22:16 | |
Only about one-third of dealership service customers bought their last set of tires from the dealership. That’s not just a missed tire sale. Once a customer heads somewhere else for tires, that shop gets a shot at the rotations, alignments, brakes, maintenance, and repair work that comes next. In this episode, sponsored by DriveSure, Bill Springer sits down with Luke Ammann to talk about why tires should be treated as a retention tool, not simply another profit center. Luke shares the tire strategy he’s refined over decades, from keeping fast-moving tires in stock and training advisors to talk confidently about tread depth, to using video MPIs and competitive pricing to keep customers from shopping elsewhere. They also dig into EV tire wear, advisor empowerment, inventory investment, and why sometimes protecting the relationship matters more than protecting tire gross.
What we discuss in the episode:
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| Turning Service Visits Into Future Vehicle Sales | 18 Aug 2026 | 00:20:54 | |
Your next vehicle sale may already be sitting in the service drive. Yet while one-third of customers say they would be open to a sales conversation during a service visit, only 14% report that anyone actually starts one. The opportunity is not to pitch every customer who pulls into the lane. It’s to build a defined process that helps sales and service identify the right customers, start relevant conversations, and keep the relationship moving through the entire ownership cycle.
In this episode, sponsored by DriveSure, Bill Springer talks with George Howser of Cox Automotive about one of the dealership’s most underused retention and acquisition strategies: the service-to-sales handoff. George explains how dealerships can use appointment data, repair history, declined work, mileage, and inspection results to identify customers who may be ready for another vehicle. They also discuss the role of technology, management accountability, first-service appointment setting, and cross-department alignment in creating more lifetime customer value. What we discuss in the episode:
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| The Three Habits Behind High Service Retention | 04 Aug 2026 | 00:07:51 | |
A dealership can deliver a great service visit and still lose the customer the next time around. That’s because retention isn’t won through one strong offer, one new tool, or even one memorable experience. Retention is built by making every part of the customer journey reinforce the next. In the series finale of Retention Roadmap, Bill Springer brings together the most important findings from the 2026 Dealership Service Retention Report to explain what high-retention dealerships do differently. He breaks down the three factors that continue to shape service decisions, why even your most loyal customers are never fully guaranteed, and how prepaid maintenance, video inspections, valuable amenities, and consistent communication work together as a loyalty flywheel. You’ll also hear three practical ways to identify hidden retention opportunities and build a service experience designed to bring customers back automatically.
What we discuss in the episode:
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| Convenience Has Changed the Fixed Ops Playbook | 28 Jul 2026 | 00:23:22 | |
Customers are no longer comparing your service drive only to the dealership across town. They’re comparing it to every fast, convenient, transparent experience they have elsewhere. Many dealerships may not realize how quickly that standard is rising. Keeping up means choosing technology and service models that fit your customers rather than adopting every new tool the same way. In this episode, sponsored by DriveSure, Bill Springer talks with automotive journalist and industry analyst Alysha Webb about what’s changing in fixed operations and what dealers should be watching. They discuss the growing role of video, text, AI, and mobile service, along with the technician shortage and the steady loss of service business to chains and independent repair shops. Alysha also shares what U.S. dealers can learn from the speed of change in China’s automotive market. What we discuss in the episode:
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| Moving Beyond the Discount | 20 Jul 2026 | 00:09:39 | |
A discount may win today’s repair order, but what brings that customer back for the next one? As service prices rise and customers become more price-sensitive, dealerships need to separate the offers that close a transaction from the strategies that build an actual habit. In this episode of Retention Roadmap, sponsored by DriveSure, Bill Springer continues his breakdown of the 2026 Dealership Service Retention Report by examining the role price plays in customer loyalty. He explains why bad experiences can drive away even your most loyal customers, why the discount required to sell prepaid maintenance keeps increasing, and why offering the same deal to every customer may be costing dealerships more than they realize. Most importantly, Bill shares how prepaid maintenance and value-added benefits can give customers a recurring reason to return—without forcing your dealership to compete on price alone.
What we discuss in the episode:
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| The Trust Gap Hiding in Your Multi-Point Inspections | 09 Jul 2026 | 00:09:02 | |
Most dealerships say they want to build trust in the service lane, but too many are sitting on one of the simplest tools for doing exactly that. Video inspections don’t just explain recommended work. They help customers see what you see, and that visibility can be the difference between hesitation and approval. In this episode of Retention Roadmap, Bill Springer digs into new data from the 2026 Dealership Service Retention Report on video inspections, customer trust, RO approvals, and tire revenue. The numbers tell a clear story: customers who experience video inspections are more likely to trust the dealership, more likely to approve recommended work, and more likely to understand why tire service matters. Bill also connects the dots between video MPI usage and one of the biggest missed opportunities in fixed ops: the 30% of customers who still don’t know their dealership sells tires.
What we discuss in the episode:
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| How Digital Friction Drives Dealership Service Defection | 30 Jun 2026 | 00:27:03 | |
Your dealership may be spending thousands to bring in new customers while quietly losing the ones already in your database. And often, they’re not leaving because of one major failure, but because the experience feels disconnected, inconvenient, or harder than it should be. The solution starts with treating retention as an operating system.
In this episode, sponsored by DriveSure, Bill Springer sits down with David Boice, CEO and co-founder of Team Velocity, to talk about why customer retention is really an operational challenge. Drawing on more than three decades in automotive retail technology and marketing, David shares how fragmented systems, disconnected customer communications, and poor digital experiences cause dealerships to lose customers in ordinary moments. From service scheduling friction to post-warranty defection and missed upgrade opportunities, this conversation breaks down what dealers need to fix if they want to keep customers through the full ownership lifecycle.
What we discuss in the episode:
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| The Convenience Economy: What Customers Actually Value in Service | 23 Jun 2026 | 00:12:23 | |
Convenience isn’t just a nice-to-have anymore, but that doesn’t mean every “convenient” option carries the same weight. Customers are telling dealerships exactly what would make service easier, more valuable, and more worth returning for. The problem is that many of those benefits are either under-promoted, misunderstood, or completely invisible to the people most likely to use them.
In this episode, sponsored by DriveSure, Bill Springer breaks down the convenience economy and what the 2026 Dealership Service Retention Report reveals about customer demand, awareness gaps, and service amenities. Nearly half of customers say they’d use mobile service, but only 4% know their dealership offers it. Bill explains why that disconnect matters, how mobile service addresses major defection drivers like location and appointment availability, and why protection-based benefits like road hazard coverage and roadside assistance are starting to matter more than traditional waiting room perks.
What we discuss in the episode:
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| The Vanishing Customer: Why Service Customers Leave Without Saying a Word | 16 Jun 2026 | 00:23:49 | |
Customers don’t always leave with a complaint, a bad survey, or a dramatic service lane moment. Sometimes they leave quietly, choosing the path that feels easier the next time they need an oil change, tire replacement, recall repair, or routine maintenance. The opportunity for dealerships is to stop waiting for customers to announce they’re leaving and start looking for the quiet signs of churn before they disappear. In this episode, sponsored by DriveSure, Bill Springer sits down with Kimberly Cowan, president of Slydyn, to talk about the “vanishing customer” and why convenience, transparency, and ease now play such a major role in service retention. Kim shares how consumer expectations are changing, why satisfaction scores don’t always predict loyalty, and how dealerships can rethink their processes around the way customers actually make decisions today.
What we discuss in the episode:
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| The Generational Divide in Your Service Drive | 09 Jun 2026 | 00:14:12 | |
If your service team is treating every customer the same, there’s a good chance you’re losing some of them without ever hearing a complaint. A bad phone experience, a clunky online scheduler, or the wrong communication channel can quietly push customers somewhere else. The solution isn’t choosing phone or online, email or text, video or advisor explanation — it’s matching the experience to the customer. In this episode of Retention Roadmap, sponsored by DriveSure, Bill Springer breaks down the generational divide in dealership service using data from the 2026 DriveSure Dealership Service Retention Report. From scheduling preferences and communication channels to prepaid maintenance bundles and video inspections, this episode shows why one-size-fits-all service is becoming a retention risk, and what dealers can do right now to adapt.
What we discuss in the episode:
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| The Loyalty Paradox: Why Satisfied Customers Still Leave | 28 May 2026 | 00:12:57 | |
A customer can leave your dealership completely satisfied and still never come back. That's the loyalty paradox, and according to data from DriveSure's 2026 Dealership Service Retention Report, it's happening far more often than most service departments realize. The real danger isn't the angry customer. It's the quiet one who had a perfectly fine experience and simply had no compelling reason to return. In this episode, Bill Springer digs into the findings from the 2026 report — 1,277 active service customers surveyed across the country — to explain why satisfaction alone no longer secures loyalty, and what the data says about closing the gap. From appointment scheduling friction to prepaid maintenance, the numbers tell a clear story: the difference between a customer who comes back once and one who stays for years almost always comes down to a few specific, fixable things. What we discuss in the episode:
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| The Anatomy of Defection: What 1,277 Drivers Say Pushes Them Out the Door | 19 May 2026 | 00:10:43 | |
Most dealerships know customers are leaving. The harder question is why. The data has a few answers that might surprise you. In this episode of Retention Roadmap, Bill Springer dives deep into the 2026 Dealership Service Retention Report to break down the anatomy of defection, using data from 1,277 vehicle owners across the country. The top two defection drivers — a bad dealership experience (cited by 50% of respondents) and lower prices elsewhere (44%) — have held their positions across all three of DriveSure's studies, going back to 2020. That consistency isn't a trend. It's the rule. But there's a fourth defection driver hiding in plain sight that most service managers never see coming: tires. For the third consecutive study, only about one in three dealership service customers bought their last set of tires at their dealership, and nearly 30% of customers don't even know their dealership sells them. Bill also breaks down what loyalty data reveals about pricing pressure, why appointment availability is like a smoke alarm, and three tactical moves your service team can put into practice this week, one of which costs nothing to implement. What we discuss in this episode:
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| The Calendar Problem That’s Costing You 30% More Revenue | 05 May 2026 | 00:29:34 | |
What if the biggest problem in your service department isn’t your technicians, but your calendar? Most dealerships think they’re managing capacity when in reality, they’re reacting to chaos they created themselves. In this episode, Bill Springer sits down with Dave Anderson, CEO of Evenflow, who brings a fresh perspective from industries like airlines and healthcare to tackle one of fixed ops’ most overlooked challenges: service scheduling. Dave breaks down why traditional models fail, how poor scheduling quietly kills efficiency and customer trust, and what dealerships can do to create a smoother, more profitable operation. What we discuss in the episode:
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| New Rules of Service Retention: Data From Our 2026 Retention Report | 28 Apr 2026 | 00:10:47 | |
What are your customers really thinking when they leave your service drive, and why are more of them choosing somewhere else? With real data from over 1,200 drivers, we’re pulling back the curtain on what’s changed and what it means for your dealership in 2026.
In this special episode of Retention Roadmap, Bill Springer introduces findings from DriveSure’s 2026 Service Retention Report, based on feedback from 1,277 active service customers across the country. By comparing data from 2020, 2023, and now 2026, Bill breaks down how customer expectations have evolved. He also shares practical strategies dealerships can implement immediately to close the growing “price gap” and improve retention in an increasingly competitive and inflation-driven market.
What we discuss in the episode:
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| Fix This First: The Biggest Risk in Your Service Process | 14 Apr 2026 | 00:20:38 | |
Customers aren’t leaving your dealership, but they’re thinking about it. The real risk isn’t lost loyalty, but a slipping experience that’s quietly pushing them toward more convenient options. The solution might simply be fixing the friction in your service experience, starting with how customers schedule appointments and interact with your dealership.
In this episode, sponsored by DriveSure, Bill sits down with Kim Saylor, Senior Director of Product Planning, Fixed Operations at CDK Global, to unpack insights from CDK’s latest Service Shopper Study. Kim shares surprising data on Gen Z loyalty, why satisfaction is declining even as customers keep coming back, and where dealerships are creating unnecessary friction. The conversation covers appointment scheduling challenges, the rise of mobile service, recall opportunities, and how shifting consumer behavior is reshaping retention strategies.
What we discuss in the episode:
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| How Smart Dealers Turn Recalls into Long-Term Customers | 31 Mar 2026 | 00:21:12 | |
Most dealerships treat recalls like an obligation, but what if they’re actually one of the most powerful opportunities to win customers back? The question is whether you’re using it to rebuild relationships and drive long-term value. In this episode, Bill Springer sits down with Adam Mancuso, CEO of Automotive Data Analytics and former COO of Ferrari Lake Forest, whose family has spent nearly a century in the car business. Adam shares how dealerships can unlock the hidden potential of recall campaigns, from improving data accuracy to executing outreach that gets customers back in the door. The conversation covers the operational gaps most dealers overlook, the role of phone-first communication, and how recall visits can lead to customer pay work, future service visits, and even vehicle sales. What we discuss in the episode:
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| The Leadership Discipline Behind Real Retention | 03 Mar 2026 | 00:27:52 | |
What if your retention problem isn’t hiding in your marketing, but in your leadership? Too many dealerships treat retention like a report to manage instead of a standard to live by. And when leaders focus on numbers instead of behaviors, both employees and customers quietly drift away.
In this episode of Retention Roadmap, sponsored by DriveSure, Bill Springer sits down with Joe Clementi, Executive Vice President at Traver Connect. With nearly 30 years in automotive retail—including overseeing more than 100 service operations nationwide—Joe shares why retention isn’t a metric problem, but a standards problem. From employee engagement and structured development to technology, trust, and the future workforce, Joe breaks down how dealerships can move from transactional thinking to transformational leadership that keeps both customers and employees coming back.
What we discuss in the episode:
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| The Real Role of AI in Service Retention | 17 Feb 2026 | 00:28:08 | |
The service drive isn’t always where customers decide to leave. More often, it happens after hours, between visits, or during a second call that never gets answered. Nothing dramatic, but just enough friction for a customer to try somewhere else.
In this episode, sponsored by DriveSure, Bill Springer is joined by Sean Hartman, Founder of Toma AI, to explore how AI can help dealerships capture and resolve these moments without sacrificing trust or personalization. Sean shares where communication most often breaks down in fixed ops, how adoption matters just as much as capability when introducing new technology, and why AI should be designed to support service teams. The conversation also dives into what dealerships should measure early on to ensure AI is actually improving retention, not just efficiency.
What we discuss in the episode:
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| Why Retention Will Define the Dealerships That Win 2026 | 02 Feb 2026 | 00:25:34 | |
Most dealerships talk about retention like it’s a campaign. Eddie Campbell sees it as a culture problem. From the service drive to the GM’s office, the decisions leaders make every day quietly determine whether customers come back or disappear without a word.
In this episode, Bill Springer welcomes back Eddie Campbell, industry veteran, former General Manager of Forest Lane CDJR, and the first repeat guest on Retention Roadmap. Eddie shares hard-earned lessons from moving up through service into the GM seat, why most dealerships underestimate service’s impact on the entire store, and how tires, social media, and employee stability play a bigger role in retention than most leaders realize. The conversation also digs into why short-term thinking kills loyalty, how social media is becoming a retention engine (and an AI signal), and what kindness and culture really have to do with long-term profitability.
In this episode, you’ll hear:
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| How Mobile Service Protects Post-Warranty Revenue | 26 Jan 2026 | 00:27:49 | |
Convenience isn’t just a perk anymore; it’s the line between keeping a customer and losing them for good. As vehicles get more expensive and expectations rise, dealerships face a hard truth: customers won’t fight friction just to stay loyal. The solution? Meet customers where they are — literally — while removing confusion at the moments that cause the most defections. In this episode, Bill Springer sits down with Karl Murphy, CEO of Get Spiffy, to unpack how mobile service and clearer tire education are reshaping dealership retention strategies. Karl shares what dealers are getting wrong about post-warranty defection, why tires remain one of the biggest loyalty killers in fixed ops, and how convenience-first service models are helping top dealerships dramatically outperform industry averages. What we discuss in the episode:
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| 12% Gone: Where Dealerships Are Losing Service Visits | 06 Jan 2026 | 00:23:16 | |
Ever feel like your dealership is doing all the right things and customers still drift away? Skyler Chadwick says the problem is a lack of clarity and confidence at the moments that matter most. His fix: stop checking boxes and start building trust with transparent pricing, tighter processes, and a service experience that makes customers feel certain they’re in the right place. In this episode, Bill Springer sits down with Skyler, Director of Product Consulting at Cox Automotive, to unpack the latest findings from Cox Automotive’s Service Industry Study and what they signal for 2026 planning. They dig into why dealerships have lost ground to general repair, where the biggest retention drop-offs are happening (and why it’s earlier than many leaders think), and how fixed ops teams can turn the service lane into a retention engine. Key takeaways from this episode:
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| Service Is the Dealership: Don Hall’s Wake-Up Call for 2026 | 19 Dec 2025 | 00:27:55 | |
What if your service department isn’t being “outperformed”… but simply misunderstood? Don Hall argues that fixed ops is the real engine of the dealership, and the stores that treat it like an afterthought are quietly training customers (and technicians) to leave.
In this episode of Retention Roadmap, Bill Springer sits down with Don Hall, President & CEO of the Virginia Automobile Dealers Association (VADA), for a candid conversation about what’s holding dealership service departments back — and what to change heading into 2026. Don breaks down why service advisors are the “biggest salespeople” in the store, how employee turnover becomes a retention killer, and why post-warranty customers are the most critical to protect. They also dig into recalls and warranty work as major loyalty opportunities, and the policy battles dealers can’t afford to ignore.
What we discuss in the episode:
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| What U.S. Dealers Can Learn from Australian Fixed Ops | 02 Dec 2025 | 00:28:11 | |
Most dealers still treat retention as something you worry about after a customer disappears. But some OEMs and dealers are already experimenting with a playbook built on predictive data, subscription-style benefits, and emotional convenience that keeps customers from drifting away in the first place.
In this episode, sponsored by DriveSure, you’ll hear how shifting from reactive reminders to proactive, value-rich programs can help your dealership hold onto more customers for longer. Michael Johnson, Director of Customer Success for Infomedia in the Asia-Pacific (APAC) region, shares what he’s seeing across some of the most competitive and innovative automotive markets in the world. Drawing on experience with multiple OEMs and service technology platforms, Michael walks through the real forces shaping service retention in 2025 and 2026, where the biggest defect points are today, and how “preemptive care” and emotional convenience are becoming the new battleground.
What we discuss in the episode:
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| Service Lane Appraisals That Actually Drive Retention | 18 Nov 2025 | 00:26:13 | |
Most dealerships obsess over selling the next car and overlook the goldmine rolling through their service drive every day. If you’re only talking about retention at the CRM or marketing level, you’re missing opportunities. The fix is building a simple, disciplined service-lane acquisition process that treats every repair order as both a retention play and an inventory opportunity.
In this episode, sponsored by DriveSure, Bill talks with Brian Kramer of Cars Commerce, who helped turn AccuTrade into a service-drive powerhouse for sourcing used vehicles while boosting service traffic and loyalty. Drawing from his time leading Germain Toyota of Naples and now working with large dealer groups, Brian breaks down how to appraise more vehicles with less friction, what KPIs actually matter, how to align service and sales without blowing up trust. You’ll also hear why AI-driven data and better digital experiences on your service and parts pages will separate tomorrow’s winners from everyone else.
What we discuss in the episode:
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| The OEM–Dealer Alignment That Keeps Customers Loyal | 31 Oct 2025 | 00:28:46 | |
Chasing CSI while customers drift is like polishing the hood of a car that won’t start. If you’re measuring satisfaction but not repeat behavior, you’re missing the point and the sale. One quick fix: align OEM and dealership processes around ruthless convenience, proactive outreach, and service-drive plays that turn today’s RO into tomorrow’s trade. In this week’s episode, sponsored by DriveSure, Bill talks with Dan Cantrell, Director of OEM Operations at Victory Automotive Group, about what moves retention in 2025. Dan shares why the real metric is whether that service customer buys their next vehicle from you, how Toyota reframed stores around loyalty and engagement (not vanity scores), and where clunky data and inconsistent DMS/CRM usage quietly erode trust. From service-drive appraisals to over-communicating tires, Dan lays out simple, repeatable programs that make returning feel like the default. What we discuss in the episode:
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| The Fixed Ops Mastermind Guide to Modern Retention | 14 Oct 2025 | 00:19:32 | |
Complacency is the quiet killer in fixed ops. If you’re waiting to see which “new ideas” actually work before you move, by the time you copy them, the leaders have already moved on. The fix: build a culture that experiments on purpose. Own your data, personalize outreach, and lock in the first (and next) visit with simple, repeatable programs. In this week’s episode, sponsored by DriveSure, Bill talks with Kyle Morissette, host of the Fixed Ops Mastermind podcast and a longtime service-drive leader who’s bringing operators together to share what actually works. Kyle unpacks why “the way we’ve always done it” is holding stores back, how regional realities shape maintenance strategy, and the practical plays he’s using right now. If you want customers to choose you first for tires, maintenance, and repairs, Kyle’s playbook makes returning feel like the default. What we discuss in the episode:
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| Why Outsourcing Porters Might Be Your Best Retention Play | 30 Sep 2025 | 00:23:34 | |
When your advisors double as porters and your managers are the “most expensive valets in the building,” efficiency and customer experience both take a hit. The truth? Those front-line roles you think of as “non-revenue” may be the key to unlocking smoother operations and stronger retention. In this episode, sponsored by DriveSure, Bill Springer sits down with Joel Furno, CEO of Citrin, a company that provides outsourced valet, porter, and car wash teams to dealerships nationwide. Joel shares why outsourcing is standard in industries like hotels and healthcare but rare in auto retail and what happens when dealerships start taking it seriously. From reducing advisor burnout to improving CSI scores and even generating trade-in opportunities, Citrin’s model highlights how small details on the drive ripple across the entire dealership. What we discuss in the episode:
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| Turn Recalls into Retention with Chris Miller | 16 Sep 2025 | 00:28:41 | |
A recall feels like a headache until you see it for what it really is: a built-in reason for lapsed customers to walk back through your service doors. If you’re letting those opportunities slip, you’re leaving retention, CP revenue, and future vehicle sales on the table. The fix? Treat recalls like a strategic program, not a one-off task. In this episode, sponsored by DriveSure, Bill sits down with Chris Miller, Founder & Chairman of Recall Masters, to break down how data, process, and proactive outreach turn recalls into your highest-ROI retention lever. Chris shares what top-performing dealers do differently, from integrating recall checks in scheduling and the lane to running multi-touch contact cadences and “red-carpet” service that converts one free repair into long-term loyalty. Expect practical stats, workflow ideas, and what’s coming next as software and EV-related recalls rise. What we discuss in the episode:
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| How Carter Myers Automotive Tackles Retention from Day One | 02 Sep 2025 | 00:25:09 | |
Most dealerships don’t lose customers years down the road, but at the very first oil change. That early defection is costing dealerships future service visits, tire sales, and even repeat vehicle purchases. The solution? Build retention into the customer’s journey from day one and invest in your culture and technology to keep both employees and customers engaged. In this episode of Retention Roadmap, Bill Springer sits down with Robert Migliaccio, Service Director at Carter Myers Automotive, to explore the biggest retention challenges dealerships face today. Robert shares how CMA is tackling early defectors, why employee culture is a retention multiplier, and how tools like video MPIs and AI can boost transparency and trust. From tire sales to technician buy-in, Robert’s leadership philosophy blends process, culture, and technology into a practical roadmap for lasting loyalty. Takeaways from this episode:
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| What 70% Online Scheduling Adoption Tells Us About the Future | 19 Aug 2025 | 00:20:07 | |
If you're still trying to control every slot on your scheduler, you're probably pushing customers away. Today’s customers don’t want to call. They don’t want to wait. And they don’t want to be told when they can’t come in. They want control, convenience, and clarity. Dealerships that give them that? They’re the ones earning long-term retention. So, how do you design a service experience that gives customers control without losing visibility or profitability? In this episode, sponsored by DriveSure, Bill Springer sits down with Tiffani Stefanescu, Director of Performance Management at Cox Automotive. With a 13-year career spanning Xtime’s early startup days to her current leadership role, Tiffani shares how data, technology, and cross-brand collaboration can elevate the service experience from first appointment to final trade-in. What we discuss in the episode:
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| Turn Your Advisors into Retention Engines with Ron Maki | 05 Aug 2025 | 00:19:46 | |
What builds real loyalty in today’s service lane? It’s not flashy tech. It’s trust. And that starts the moment a customer steps out of their car. Want to make customers come back again and again? Teach your advisors to become “my mechanic.” In this episode, sponsored by DriveSure, Bill talks with Ron Maki, a fixed ops leader with nearly four decades in the industry, including corporate leadership roles at Volkswagen of America. Ron shares practical, memorable strategies that blend people-first communication with smart use of technology like video MPIs and OEM apps. If you’ve ever wondered how to maintain a more human approach to retention in a tech-heavy world, this conversation is your roadmap. What we discuss in the episode:
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| Dealer Plate Guy on Trust, Turnover, and TikTok | 22 Jul 2025 | 00:25:29 | |
What if improving customer retention had nothing to do with discounts, campaigns, or clever emails, and everything to do with your team? Before you worry about bringing customers back, ask yourself: Would you come back if the service advisor changes every six months?
In this episode, sponsored by DriveSure, Bill Springer sits down with Austin Conroy, Regional Fixed Ops Director at Rohrman Automotive Group and the creator behind the viral “Dealer Plate Guy” brand. Austin shares why employee retention is the overlooked foundation of customer loyalty and how empowering frontline teams can transform the service experience. He also dives into his journey building a 200K+ following on social media, the surprising ways it’s impacted hiring and culture, and his candid takes on trust, transparency, and what most dealerships still get wrong about tires.
What we discuss in the episode:
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| From Guesswork to Precision: Using AI to Boost Service Retention | 08 Jul 2025 | 00:25:48 | |
Most dealerships are intrigued by AI, but many are still stuck in the dark when it comes to using it effectively. Instead of solving real problems, they’re overwhelmed by dashboards, buried in reports, and stuck blasting the same messages to every customer. The result? Missed opportunities, service defection, and underwhelming ROI on the tools they already have. In this episode, sponsored by DriveSure, Bill sits down with Todd Smith, CEO and co-founder of QoreAI, to explore how dealerships can use artificial intelligence to enhance their retention strategy. From data hygiene to behavioral targeting, Todd outlines the steps every dealer can take to build smarter communication, improve the customer experience, and stop defections before they happen. Takeaways from this episode:
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| What AI Can Teach You About Service Defection | 24 Jun 2025 | 00:25:11 | |
What if your biggest threat to retention isn’t the competition, but your own calendar? Most dealerships don’t lose customers all at once. They just stop showing up. But with AI and a few simple process shifts, you can catch defection before it happens and make retention feel automatic. In this episode, sponsored by DriveSure, we welcome Dave Foy, a veteran of automotive retail and founder of the Automotive AI Summit. With decades of experience across OEMs, dealership groups, and vendors, Dave unpacks how dealerships can use predictive insights, emerging tech, and smarter workflows to improve retention and streamline fixed ops. From managing advisor burnout to identifying service risks in your data, this episode is packed with practical strategies that every GM and fixed ops leader should hear. What we discuss in the episode:
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| From Transactional to Relational: The Service Advisor Shift | 10 Jun 2025 | 00:29:40 | |
What if your best retention strategy had nothing to do with pricing, loyalty programs, or even your shop’s hours, and everything to do with how your service advisors say "good morning"? Most customers don’t come back because they weren’t helped… they were handled. The fix? Train your advisors to build relationships, not just close tickets. In this episode, sponsored by DriveSure, Bill Springer sits down with Kieran Stack, founder of Service 101 and a sought-after voice in global aftersales training. Known for his practical approach and advisor-first philosophy, Kieran shares why dealership processes haven’t kept pace with modern expectations and how that’s holding back customer loyalty and employee success. From rethinking advisor onboarding to the words that destroy trust at the counter, this conversation cuts straight to the core of what makes or breaks retention. What we discuss in the episode:
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| Service on the Move: Why Dealerships Are Going Mobile in 2025 | 27 May 2025 | 00:21:41 | |
Offering mobile service sounds like a win-win, but for many dealerships, the logistics feel overwhelming. How do you staff it? Route it? Make money on it? And will customers even use it consistently? In this episode, sponsored by DriveSure, Bill sits down with Amit Chandarana, CEO of Curbee, a mobile service software platform that’s helping dealerships turn these questions into action. Drawing on Curbee’s roots in Tesla’s early mobile service operations, Amit shares how their platform — MARS — enables dealerships to deliver at-home service that’s efficient, profitable, and deeply aligned with customer expectations. From new OEM incentives to optimizing for recalls and reactivating lost customers, this conversation covers what it really takes to make mobile service work. What we discuss in the episode:
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| From Clipboard to Kiosk: A Modern Fixed Ops Makeover | 13 May 2025 | 00:24:13 | |
Most customers expect a modern, seamless experience everywhere they go, so why does the dealership service lane still rely on clipboards and key drops? It’s time to ask whether your service experience reflects the kind of innovation and convenience today’s customers take for granted. In this episode, sponsored by DriveSure, we talk with Richard Lupo, Fixed Operations Director at Apple Tree Honda and Acura, about how he’s transformed his service department with 24/7 kiosks, media-rich inspections, and full tech integration with Reynolds & Reynolds. Richard shares how these changes are driving customer retention, advisor satisfaction, and increased revenue—plus why building trust, empowering employees, and redefining value are just as important as any tool or tech. What we discuss in the episode:
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| Unlocking Retention: The Power of the First Service Appointment | 29 Apr 2025 | 00:24:19 | |
The success of dealership service departments often hinges on effectively setting and securing first service appointments—a pivotal step many dealerships overlook. But it could significantly boost customer retention through strategic processes and engaging customer experiences. In this episode, sponsored by DriveSure, Patti Tremonti, CEO of MTN Automotive Training Systems, outlines the importance of dealership-wide participation in scheduling first appointments, proactive communication, and building a transparent and welcoming environment that encourages repeat visits. She also introduces innovative solutions such as subscription-based prepaid maintenance plans and detailed video inspections. We also dive deeper into how these tools build trust, enhance transparency, and provide the convenience that today's customers expect, transforming service interactions into opportunities for long-term customer loyalty and increased dealership revenue. What we discuss in the episode:
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| The Retention Formula: Insights from Tully Williams | 15 Apr 2025 | 00:24:20 | |
Customer retention in the dealership service department is about more than just numbers—it's about treating every customer as if they're family and earning their repeat and referral business. In this episode, Tully Williams, Fixed Operations Director at the Niello Company, emphasizes the importance of measuring retention consistently and realistically, sharing his unique insights on why customer-focused recommendations and competitive pricing strategies (especially with tires, brakes, batteries, and maintenance) directly impact dealership loyalty and profitability. Tully also discusses practical steps dealerships can take to improve retention, such as refining tire sale processes, implementing targeted BDC outreach, and maintaining healthy advisor-to-technician ratios. From operational adjustments to building trust through transparent customer communications, Tully reveals how dealerships can successfully navigate critical defection points and transform everyday interactions into long-term customer relationships. What we discuss in the episode:
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| Service Retention in 2025: What’s Changing & How to Adapt | 01 Apr 2025 | 00:29:24 | |
The service retention landscape is shifting, and dealerships must adapt to stay ahead. With fewer new cars being sold in recent years, the traditional flow of service customers is slowing, making it more important than ever to win back lost customers and capture more aftermarket business. In this episode, we sit down with Ujj Nath, CEO and Founder of myKaarma, to explore the biggest challenges and opportunities in fixed ops today. From leveraging AI-driven customer interactions to optimizing recall campaigns, Ujj shares actionable strategies that dealerships can implement to keep their service drive full and customers loyal. He also reveals how proactive communication, transparency, and convenience can transform the service experience—and why these factors are critical for competing with independent shops and maintaining revenue. What we discuss in the episode:
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| The Future of Dealership Branding & Digital Engagement with Savannah Simms | 18 Mar 2025 | 00:20:25 | |
Dealerships today face a unique challenge: standing out in a crowded digital landscape while building long-term customer loyalty. In this episode, we explore how dealerships can strengthen their brand, improve retention, and create meaningful customer relationships. We’re joined by up-and-coming industry leader, Savannah Simms, Director of Marketing & Business Development at Simms Auto Group, and Chief Operating Officer at Freddy Media. Savannah shares her insights on the power of social media, the role of internal culture in customer experience, and why the service department should be at the center of a dealership’s marketing strategy. From leveraging content creation to fostering technician engagement, she reveals practical ways dealerships can build trust, cut through the digital noise, and turn everyday interactions into lasting connections. What we discuss in the episode:
Resources from this Episode: Check out Freddy Media: https://freddymedia.com/
DriveSure Dealership Service Retention Report: https://resources.drivesure.com/2023-dealership-service-retention-report
Social Media: Connect with Bill on LinkedIn: https://www.linkedin.com/in/billspringerdrivesure/ Connect with Savannah on LinkedIn: https://www.linkedin.com/in/savannahlsimms/ Follow Retention Roadmap on LinkedIn: https://www.linkedin.com/company/retention-roadmap/ | |||
| Turning Recalls into Revenue: The BizzyCar Blueprint | 04 Mar 2025 | 00:23:47 | |
What if some of the biggest opportunities for service retention are hiding in plain sight? Recalls and mobile service often feel like operational challenges, but they could be the key to driving revenue and reactivating customers you thought were lost for good. In this episode, sponsored by DriveSure, Ryan Maher, CEO and founder of BizzyCar, joins us to uncover how shifting your perspective on these services can transform your dealership’s growth strategy. From reducing missed recall opportunities to using mobile service to expand capacity without adding bays, Maher breaks down practical strategies that boost retention, reactivate customers after years of inactivity, and even help solve technician shortages. Whether you're trying to streamline operations or maximize every service opportunity, this conversation is packed with insights to help your dealership thrive. What we discuss in the episode:
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| Mastering Parts Operations to Boost Dealership Retention | 18 Feb 2025 | 00:18:05 | |
What’s the real key to turning first-time customers into lifelong dealership advocates? For many, the answer lies in an often-overlooked area: the parts department. In this episode, we uncover how inventory health, tire strategies, and better communication can transform your dealership’s retention game. Kaylee Felio, Sales and Marketing Manager at PartsEdge and host of the Trailblaze Your Path podcast, joins us to share practical insights on how a well-managed parts strategy can boost customer loyalty, drive efficiency, and strengthen trust across departments. From leveraging technology to addressing common challenges like obsolescence, Kaylee delivers actionable tips to help your team thrive. What we discuss in the episode:
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| Adopting Video to Boost Retention and Revenue in Fixed Ops | 04 Feb 2025 | 00:27:25 | |
Today’s customers demand greater transparency and trust from their service providers—and dealerships need to deliver. How can fixed ops professionals bridge the gap between customer expectations and service department performance? In this episode of Retention Roadmap, sponsored by DriveSure, we sit down with Joe Shaker, CEO of Shaker Auto Group and founder of TruVideo, to explore how video technology is transforming dealership communication. From enhancing transparency to driving higher retention rates, Joe shares how video inspections are reshaping service departments and creating new opportunities for growth. What we discuss in the episode:
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| How to Boost Revenue and Retention with Video Inspections | 20 Jan 2025 | 00:20:59 | |
Why do some dealership service departments foster lifelong customer loyalty while others struggle with defection? What if the key lies in leveraging transparency and technology to build trust and enhance the customer experience? In this week’s episode, sponsored by DriveSure, Zach Roberts, Service Director at Manly Automotive Group, shares how video multipoint inspections and streamlined service processes are reshaping customer relationships. From earning trust during the first service visit to equipping technicians with tools for success, Zach provides actionable insights that boost retention, drive revenue, and create a seamless service experience. Whether you're battling customer mistrust or seeking ways to elevate your team's performance, this episode is packed with practical tips to help you thrive. What we discuss in the episode:
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| Retention vs. Loyalty: Transforming Customer Relationships | 07 Jan 2025 | 00:29:44 | |
Why are some dealerships leading the charge in customer loyalty while others struggle to stand out? Could the secret lie in evolving service processes and a reimagined approach to business development? In this episode, we unpack the strategies that turn service interactions into long-term customer loyalty. Our guest, John Traver, CEO and founder of Traver Connect, shares how modern BDC practices are helping dealerships enhance customer interactions, reduce wait times, and even bring service directly to customers’ driveways. From proactive appointment scheduling to the rise of mobile service vans, John explains how dealerships can transform retention events into customer loyalty intent. Packed with actionable insights, this conversation is a must-listen for anyone looking to create seamless service experiences and drive growth in fixed ops. What we discuss in the episode:
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| Convenience Meets Loyalty: Ford’s Mobile Service Revolution | 17 Dec 2024 | 00:20:28 | |
Why should dealerships rethink service convenience to retain more customers? Todd Rabourn, Ford Motor Company’s Director of Global Customer Experience Implementation, shares how Ford’s mobile service initiative is transforming the way dealerships connect with customers and drive loyalty. In this week’s episode, Todd explores the growing demand for mobile service and pickup and delivery options, highlighting how they remove friction, attract out-of-warranty customers, and boost customer satisfaction. He breaks down the challenges dealerships face and shares how Ford is addressing these hurdles to create a seamless experience. Todd also discusses the broader impact of remote services on retention, dealership capacity, and loyalty, while providing a glimpse into the future of mobile service for EVs and tire maintenance. Takeaways from this episode:
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| The Secret to Service Retention: Insights from Urban Science | 10 Dec 2024 | 00:30:58 | |
Why do some dealerships thrive in service retention while others struggle to bring customers back? What if the secret lies in data-driven insights that reveal untapped opportunities and practical strategies? In this episode, we uncover tools and techniques dealerships can use to turn their service lanes into loyalty engines. Our guest, Piermichele Robazza, Global Practice Director of Aftersales Performance at Urban Science, shares how ServiceView is revolutionizing dealership operations. From enhancing first-service loyalty to improving multipoint inspections, Robazza dives deep into actionable metrics and cutting-edge strategies that improve service retention, boost customer trust, and even drive vehicle sales. Whether you’re struggling to compete with independent service providers or looking to make your service-to-sales handoff more effective, this conversation is packed with insights to help you succeed. Takeaways from this episode:
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| Boosting Retention with a Tire-First Strategy | 26 Nov 2024 | 00:22:59 | |
Why do so many dealerships let tire sales—and customer retention—slip through their fingers? Wes Volkert, Parts Director and tire expert, breaks down how dealerships can transform their tire sales strategy to drive loyalty and long-term growth. In this episode, Wes dives into the often-overlooked role of tires in retention. He shares how leveraging manufacturer programs, optimizing inventory, and fostering customer awareness can dramatically boost retention rates. Wes also highlights the critical opportunity dealerships have with EVs and why tires will become an even bigger focus as other maintenance needs decline. Takeaways from this episode:
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