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PODCAST

Retention Roadmap: Navigating Service Success for New Car Dealerships

There’s nothing worse than losing customers to independent garages and quick lubes after the OEM warranty expires – which happens 70% of the time! As a car dealership, your #1 goal is keeping customers — and to do that, you need quality employees, an optimized service department, and benefits that matter to your customers. Imagine transforming your service department into a powerhouse of customer retention and satisfaction. Picture a dealership where your team is motivated, your customers are

leisure automotive

All Episodes

20:59

How to Boost Revenue and Retention with Video...

Retention Roadmap: Navigating Service Success for New... ·

2025/01/20

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

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29:44

Retention vs. Loyalty: Transforming Customer...

Retention Roadmap: Navigating Service Success for New... ·

2025/01/07

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

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20:28

Convenience Meets Loyalty: Ford’s Mobile Service...

Retention Roadmap: Navigating Service Success for New... ·

2024/12/17

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

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30:58

The Secret to Service Retention: Insights from Urban...

Retention Roadmap: Navigating Service Success for New... ·

2024/12/10

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

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22:59

Boosting Retention with a Tire-First Strategy

Retention Roadmap: Navigating Service Success for New... ·

2024/11/26

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

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24:54

From 400 to 1,700: The Unstoppable Growth of Bozard...

Retention Roadmap: Navigating Service Success for New... ·

2024/11/12

Customers today expect more convenience than ever, and dealerships need to adapt to stay competitive. With growing demand for faster, more accessible service, how can your dealership meet these expectations while boosting efficiency and retention?In this episode of Retention Roadmap, sponsored by DriveSure, we dive into the innovative world of mobile service with Jeremy Stephens, Remote Operations Director at Bozard Ford Lincoln. We explore the benefits of his new approach to customer service,

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24:31

Leveraging Pricing Intelligence for Your Service...

Retention Roadmap: Navigating Service Success for New... ·

2024/10/29

Why do some dealerships consistently outperform competition while others lose customers to aftermarket pricing? Intelicheck’s Joe Gibson & Melissa Marlatt uncover competitive intelligence strategies that help service departments boost retention, stay ahead in pricing, and win back customers.In this episode sponsored by DriveSure, Joe, Vice President of Sales and Marketing, and Melissa, Chief Operating Officer, explore the impact of competitive intelligence in new car dealerships. We reveal how

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21:38

Inside the Mobile Service Model: What Every...

Retention Roadmap: Navigating Service Success for New... ·

2024/10/15

Every customer is ultimately seeking convenience, so how can dealerships take advantage of the transformative power of mobile service technology to deliver an exceptional experience? In this episode of Retention Roadmap, Denise Leleux, CEO of Curbee, highlights how dealerships can leverage mobile service to improve customer satisfaction and increase service capacity without the need for costly infrastructure expansions. By focusing on delivering services directly to customers, dealerships can reduce

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25:33

Texting and Tech: Modernizing Dealership...

Retention Roadmap: Navigating Service Success for New... ·

2024/10/01

If your fixed ops department still relies on outdated marketing or thinks coupons are enough, you're leaving serious money on the table. But how can dealerships transform their service departments? Why is it so important to build real customer relationships? It’s time to rethink everything about marketing fixed ops!In this episode of Retention Roadmap, Charity Dunning, Chief Marketing Officer and Russell Hill, Managing Partner and Co-Founder of Fixed Ops Marketing, and Co-Hosts of the What the

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22:53

Corey Smith's Playbook for Service Department Excellence

Retention Roadmap: Navigating Service Success for New... ·

2024/09/17

How do some dealerships turn their service departments into customer retention powerhouses while others struggle to get buyers to return? Corey Smith reveals the often-overlooked strategies that can transform your service operations. In this episode of Retention Roadmap, Corey, the National Fixed Operations Training Manager for EasyCare and host of the FWRD podcast shares insights on how EasyCare integrates fixed operations training with their dealership services, emphasizing the importance of

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16:11

From Fixed Ops to Dealer Principal: A Blueprint for...

Retention Roadmap: Navigating Service Success for New... ·

2024/09/03

How does a technician rise to become the owner of multiple successful dealerships? For Jerry Romano, it started by mastering service retention and building a brand that customers can't resist. Today he’s the owner and Chief Operating Officer of Windward Hyundai, Windward Chrysler Dodge Jeep Ram, and Jerry V's Honolulu Hyundai.In this episode of Retention Roadmap, Jerry emphasizes how his hands-on experience in fixed operations has shaped his leadership style, allowing him to build strong customer

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19:45

Dan Shine Discusses the Critical Role of Journalism...

Retention Roadmap: Navigating Service Success for New... ·

2024/08/19

The internet has become plagued with incorrect news, but there are still good journalists out there who are doing honest work. Regardless of all the misdirection, however, people still rely on media for information. So what goes into the story behind the headline? And how can dealerships collaborate with the media to attract more customers?In this episode of Retention Roadmap, Dan Shine, Senior Editor of Automotive News, discusses the critical role journalism plays in the automotive industry,

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22:01

Unlock Hidden Revenue: Optimizing Warranty Labor...

Retention Roadmap: Navigating Service Success for New... ·

2024/08/06

Imagine uncovering a hidden revenue stream within your dealership's service department that could add thousands to your bottom line every month—without increasing your workload. In this episode, Evan Kilchenstein, Major Accounts Specialist at Armatus Dealer Uplift, reveals how optimizing warranty reimbursement can do just that, transforming your parts and service profits overnight.We explore how dealerships can significantly increase their profits by ensuring their warranty labor rates and parts

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28:52

Retention Roadmap: Secrets to Service Success with...

Retention Roadmap: Navigating Service Success for New... ·

2024/07/24

There’s a delicate balance required of every service advisor. They must be able to tell customers what their vehicle needs without overwhelming them into inaction. So how do you find that sweet spot? And what can service advisors and general managers do to better support their service team?In this episode of Retention Roadmap, Don Andres, president of Auto SCT Consulting and Training and author of "Why Auto Service Departments Fail to Grow," shares his extensive experience in leading large service

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19:26

EddieInService: Engaging Gen Z Customers in Dealerships

Retention Roadmap: Navigating Service Success for New... ·

2024/07/24

Customer retention is about more than simply providing great service. Leadership teams must know how to connect with every customer that walks through the door. From a robust tire program to leveraging video multipoint inspections, and engaging the next generation of car owners, Eddie Campbell provides innovative strategies that improve the customer experience and increase retention rates. In this episode of Retention Roadmap, Campbell, the Fixed Operations Director at Forest Lane Chrysler Dodge

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01:36

Introducing Retention Roadmap: Navigating Service...

Retention Roadmap: Navigating Service Success for New... ·

2024/07/22

For every new car sold, only 30% of customers return to the dealership for regular service. But you don't have to settle for this! Welcome to Retention Roadmap, the ultimate guide for new car dealerships striving to master customer retention and service success. Discover why 70% of customers drift to independent garages once their warranty expires and how you can change that by delivering exceptional service that turns one-time buyers into lifelong clients. In each episode, you'll learn from peers

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36 results

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