Advertise on podcast: Retention Roadmap: Navigating Service Success for New Car Dealerships

A service department can post higher revenue, stronger gross, and bigger repair orders while quietly losing the customers who made those numbers possible. So how can a GM tell the difference between real growth and a good-looking financial statement that’s masking a retention problem? The answer starts by looking beyond dollars and watching the customer activity underneath them. In this episode of Retention Roadmap, Bill Springer sits down with Korey Pulluaim, Vice President at Pocket 20 and a former dealership GM and operator, to examine retention through the lens of the dealership financial statement. Korey shares the numbers he watches first, why rising labor rates can distort year-over-year performance, and how GMs can balance this month’s profitability with the lifetime value of the customer.   What we discuss in the episode: Why customer-pay RO count and customer-pay mix can reveal retention problems that revenue alone may hide How higher labor rates and bigger tickets can make declining customer traffic look like growth Why the sales-to-service handoff should be treated as a measurable retention process How employee retention directly supports stronger customer relationships Why long-term customer value requires alignment between the GM, ownership, sales, and fixed ops Resources from this episode:  Pocket20 Social Media:  Connect with Korey on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

What happens when mobile service stops being an experiment and becomes one of your dealership’s biggest fixed ops channels? At Bozard Ford Lincoln, more than 2,300 mobile ROs in a single month still feels like just the beginning, especially when customers in the dealership’s own backyard still don’t know the service exists.   In this episode, sponsored by DriveSure, Bill Springer welcomes back Jeremy Stephens, Remote Services Director at Bozard Ford Lincoln, to share what he’s learned while scaling mobile service to more than 40 units. They explore the differences between retail and fleet, the role of routing technology and simpler scheduling, and why customer awareness may be the biggest obstacle still standing in mobile service’s way.   What we discuss in the episode: Why the processes that get a mobile operation to 700 ROs won’t necessarily get it to 2,300 How retail and fleet mobile service create different opportunities for retention, efficiency, and vehicle sales Why customers form unusually strong relationships with mobile technicians, even requesting them by name How smarter routing and simpler online scheduling can reduce drive time and appointment abandonment Why customer awareness, not customer demand, may be mobile service’s biggest remaining obstacle Resources from this episode:  Bozard Ford Episode 10 with Jeremy Social Media:  Connect with Jeremy on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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: Why view rate matters more than send rate, and the advisor’s role in getting customers to actually watch technician videos How showing, explaining, and measuring items like tires and brakes can dramatically improve customer understanding and service approvals Why 66% of customers who have received a video inspection say it makes them more likely to trust recommended work How consistent video experiences can help dealerships build the kind of trust that drives long-term service retention What’s next for video MPI, from AI-powered quality scoring and object detection to visual intelligence and technician-focused tools Resources from this episode:  2026 Dealership Service Retention Report TruVideo Episode 16 Social Media:  Reach out to Joe via email Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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: Why losing the tire sale can open the door to losing the entire service relationship How stocking the right tires removes one of the biggest barriers to same-day sales Why Luke writes tread-depth measurements directly on the tire during video MPIs How advisor training, pricing flexibility, and fast communication improve tire close rates Why tire gross profit may be the wrong scorecard if customer retention is the bigger goal accountability Resources from this episode:  Jim Bone Nissan Social Media:  Connect with Luke on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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: Why active service customers are twice as likely to purchase another vehicle from the dealership How to identify the right service customers for a timely sales conversation Why declined repairs and high repair estimates can signal a trade opportunity How the service lane can become a lower-risk, more profitable source of used inventory Why the process must start with the GM and include clear ownership, measurement, and accountability Resources from this episode:  Cox Automotive Social Media:  Connect with George on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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: Why quality, price, and customer service remain the foundation of retention How connected retention strategies outperform isolated discounts and campaigns Why awareness may be the biggest barrier keeping customers from using your services How prepaid maintenance and reminders create recurring customer touchpoints Why every visit must earn the loyalty of even your best customers Resources from this episode:  2026 Dealership Service Retention Report Social Media:  Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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: Why texts, videos, and 24/7 responsiveness are changing service communication How dealerships can decide where AI belongs and where personal service still matters Why mobile service can improve retention, expand capacity, and open the door to fleet business What recruiting more women and creating accessible training paths could do for the technician shortage How dealerships can compete as service chains gain market share and customer expectations continue to rise Social Media:  Connect with Alysha on LinkedIn Contact Alysha via Email Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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: Why price attracts less-loyal customers, while a bad experience can drive away even the most loyal ones How the discount needed to sell prepaid maintenance has increased since 2023 Why prepaid maintenance customers return at more than twice the rate of one-time oil change customers How road hazard protection and roadside assistance can strengthen an offer beyond the markdown Three practical ways to segment offers, protect pricing, and sell the ongoing relationship instead of one transaction Resources from this episode:  2026 Dealership Service Retention Report Social Media:  Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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: Why 56% of customers don’t know whether their dealership offers video inspections How video MPIs increase trust and repair order approvals, especially with younger customers Why tire awareness has not improved since 2020, and what that costs dealerships How video can turn invisible tire wear into a clear, trust-building sales moment Why dealerships should treat video inspections as a consistent process, not an occasional add-on   Resources from this episode:  2026 Dealership Service Retention Report Social Media:  Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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: Why retention should be a daily dealership process, not a one-off marketing effort How disconnected websites, coupons, schedulers, and chat tools create friction for customers Why post-warranty customers represent one of the biggest missed opportunities in fixed ops How service reimbursement can turn a large repair bill into a vehicle upgrade conversation Why dealers should audit the full customer click path before adding more tools or campaigns Resources from this episode: Team Velocity Social Media: Connect with David Boice on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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: Why 48% of customers say they’d use mobile service, but 96% either don’t know it exists or assume their dealership doesn’t offer it How mobile service can help solve two major defection drivers: inconvenient location and limited appointment availability Why road hazard coverage, roadside assistance, and powertrain protection are now among the most valued dealership amenities How awareness gaps turn existing services and benefits into missed retention opportunities Three practical ways dealerships can promote mobile service, improve amenity communication, and shift benefit messaging toward real customer value   Resources from this episode: 2026 Dealership Service Retention Report Social Media: Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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: Why satisfied customers may still stop returning to your dealership How pricing transparency and scheduling flexibility impact retention Why dealerships are no longer just competing with other dealerships What “silent churn” looks like before the customer is officially lost How to meet customers where they are instead of forcing them into your process Resources from this episode: 2026 Dealership Service Retention Report Slydyn Social Media: Connect with Kimberly on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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: Why younger customers prefer online scheduling, while customers 55+ still rely heavily on phone calls How text has become the default for in-service updates across every age group Why email still matters for older customers between visits How prepaid maintenance bundles can help lock in younger customers before they form habits elsewhere Why video inspections are especially powerful for price-sensitive customers who need to see the problem before approving the repair Resources from this episode: 2026 Dealership Service Retention Report Social Media: Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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: Why 45% of “extremely loyal” customers would still leave after one bad experience, and what loyalty actually requires at every visit How a full appointment calendar can silently send customers to a competitor  without a complaint, a call, or any signal it's happening The surprising generational divide in scheduling preferences and communication expectations Why customers who buy a prepaid maintenance package retain at 86% over 12 months, compared to just 41% for customers who only purchased an oil change How renewable benefits like road hazard coverage, roadside assistance, and powertrain warranty  create built-in reasons to return that satisfaction alone can't replicate Resources from this episode: 2026 Dealership Service Retention Report Social Media: Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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: Why 50% of customers say a single bad experience is enough to make them leave, and what that means for your service advisors How price sensitivity and customer loyalty are directly linked, and why building loyalty is one of your most effective tools against pricing pressure Why appointment availability ranks lower as a decision factor, but lands in the top three defection triggers when it becomes a problem The tire blind spot: two out of three customers bought their last tires somewhere else, and ~30% didn't know their dealership was even an option The three moves Bill recommends to close the gap — and why the fix is simpler than most teams think Resources from this episode: DriveSure 2026 Dealership Service Retention Report Social Media: Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn