Retention Roadmap: Navigating Service Success for New Car Dealerships

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: Making the goal the next vehicle sale, not just the next visit Turning connected-car alerts into automatic, human outreach and booked appointments Closing the tire leak with constant, clear messaging and same-day conversion Standardizing data so your processes actually scale Using service-drive sales to feed both retention and used inventory Preparing for EV + mobile service: software updates and at-home convenience raise the bar Resources from this episode: Victory Automotive Group Social Media: Connect with Dan on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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: Beating complacency with cadence How to make first-visit retention automatic The benefits of one-to-one marketing vs one-to-many Why tires should be part of every conversation The value of sharing knowledge and insights within the industry Resources from this episode: Fixed Ops Mastermind Social Media: Connect with Kyle on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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: Why the service drive is essentially a valet operation How first impressions impact CSI and retention The hidden cost of advisor and manager burnout in support roles Real-world improvements dealers see in CSI, throughput, and scheduling How porters and valets can spark service-to-sales opportunities Resources from this episode: Visit Citrin Social Media: Connect with Joel on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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: Why 50%+ of vehicles with open recalls still leave serviced, but unrepaired, and how to close that gap with BDC/scheduler integration and lane execution How recall campaigns routinely deliver 15–25% response rates How to recapture defectors Why direct mail drives durable responses while email/SMS/phone accelerate near-term bookings The playbook for post-repair retention Resources from this episode: Recall Masters Social Media: Connect with Chris on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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: Why the first service visit is the most critical retention touchpoint How employee culture directly shapes customer retention and CSI The role of video MPIs in driving trust, approvals, and higher RO value Tire sales as both a defection point and a retention opportunity Practical advice for new service managers looking to strengthen loyalty Resources From This Episode: Carter Myers Automotive Connect with Robert on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn Retention Roadmap YouTube Channel

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: The customer scheduling shift: from 10% to 70%+ online appointments and what’s driving it Why controlling appointment availability too tightly can drive customers away (and train them to stop using your scheduler) How top dealers are locking in that first service appointment before the customer ever leaves the lot How declined RO data can be used to identify potential trade-ins and future sales The real ROI of alternate transportation (and why it’s worth it) Resources from this episode: Contact Tiffani via Email Cox Automotive Social Media: Connect with Tiffani on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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: Why “my mechanic” trust is still the foundation of service retention How to use video MPIs the right way (and avoid common mistakes) What most dealerships get wrong about OEM app adoption How to hand off customers from sales to service without dropping the ball The small advisor habits that make a big retention impact Resources from this episode: Reach out to Ron Social Media: Connect with Ron on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn  

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: Retention starts with employee stability Empowering advisors to make real-time decisions improves trust and speeds up service recovery Social media isn’t a distraction; it’s a leadership tool, culture booster, and recruiting magnet Dealerships must offer transparency and options in pricing Daily huddles are the foundation of communication, alignment, and execution Resources from this episode: Follow Dealer Plate Guy on IG Follow Dealer Plate Guy on TikTok Social Media: Connect with Austin on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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: Why organizing and cleaning your data is the foundation for using AI effectively How AI can personalize service reminders based on driving behavior Simple AI applications to re-engage customers who declined service A smarter approach to preventing drop-off during the warranty-to-customer-pay transition How forward-thinking dealers are using AI to reduce message fatigue and increase trust Resources from this episode: Explore QoreAI Retention Roadmap YouTube Channel Social Media: Connect with Todd on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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: Why focusing on consistency, not conquest, is the key to long-term service retention How AI tools can surface defection risks before the customer is lost What advisors really need to be more effective and how to give it to them Why your tire strategy might be quietly killing your retention How smart inspection tools and predictive data can transform technician productivity Resources from this episode: Register for the Automotive AI Summit with Dave Social Media: Connect with Dave on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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: Retention hinges on mindset: Advisors must shift from transactional to relational communication The most successful advisors treat every day like showtime: they’ve got a costume, a script, and a standard Poor training and outdated processes are fueling turnover and burning out frontline staff Language matters: words like “recommend” may be killing your approvals without you realizing it If your customers aren’t coming back, it’s not a marketing issue, it’s a service experience issue Resources from this episode: Visit Kieran's YouTube Channel: Service 101 Get a copy of Kieran’s book Social Media: Connect with Kieran on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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: How Curbee’s MARS platform uses geo-mapping and traffic data to schedule smarter mobile appointments Why mobile service re-engages inactive customers and what a 92% completion rate says about convenience How to avoid overbuilding your shop by treating mobile service as your next “virtual bay” The one test every dealership should use before deciding whether to offer mobile service Resources from this episode:  Curbee Contact Curbee Social Media:  Connect with Amit on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn 

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: How 24/7 kiosks improve customer convenience, upsells, and advisor efficiency Why limiting third-party tools and going all-in with one system can boost consistency Practical strategies to turn tire sales into a loyalty builder, not a loss leader The cultural impact of building trust and transparency with your team How a modern customer experience starts with rethinking value Resources from this episode: Apple Tree Honda Apple Tree Acura Social Media: Connect with Richard on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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: The critical role of the first service appointment in customer retention Strategies for overcoming common pitfalls in scheduling service appointments Benefits of implementing subscription-based prepaid maintenance plans Why video inspections are essential for transparency and customer trust Actionable tips for enhancing dealership-wide engagement and accountability Resources from this episode: MTN Automotive Contact Patti directly: patti@trainwithmtn.com Social Media: Connect with Patti on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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: How to measure customer retention realistically (and why it matters) Why tires are a critical driver of long-term dealership loyalty The power of human outreach vs. automated messaging in retention strategies How technician-to-advisor ratios directly impact your retention and CSI Why selling recommendations you'd give your family boosts customer trust Resources from this episode: Niello Social Media: Connect with Tully via LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn Connect with Tully via Email

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: The real impact of declining vehicle sales on service retention—and how to adapt How dealerships can win back lost service customers with smarter recall strategies Why texting and video transparency are game-changers for service communication How AI-driven tools can streamline appointment scheduling and customer engagement The overlooked service opportunities in EVs and collision repair How to make every service interaction seamless, convenient, and customer-focused Resources from this episode: myKaarma Social Media: Connect with Ujj on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn Connect with Ujj via Email

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: Why social media is a game-changer for dealership retention (when used correctly) Why the service drive should be the foundation of your dealership’s marketing strategy The importance of engaging technicians and advisors to boost retention How to make fixed ops marketing more effective (and fun!) The real role of AI in dealership marketing 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/

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: How to turn recalls into a customer retention strategy The surprising revenue potential of mobile service Why missed recall opportunities are costing your dealership—and how to fix it How AI and automation can streamline service operations Tips for increasing service capacity without expanding your facility   Resources from this episode: DriveSure Dealership Service Retention Report Check out BizzyCar Social Media: Connect with Ryan on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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: Why parts departments are the backbone of service success Strategies for improving inventory health and profitability How clear communication builds trust with customers—even during delays The importance of stocking the right parts (and tires!) to minimize downtime Leveraging technology to track inventory and streamline operations Resources from this episode: DriveSure Dealership Retention Report Trailblaze Your Path Podcast Parts Management Podcast Social Media: Connect with Kaylee on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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: The role of video technology in improving trust and customer relationships How TruVideo enhances communication between technicians, advisors, and customers Insights into the implementation process and overcoming adoption challenges The measurable impact of video on repair order revenue and customer satisfaction Why video-based communication is becoming the industry standard Social Media: Reach out to Joe via email Connect with Bill on LinkedIn Follow Retention Roadmap on LinkedIn