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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

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All Episodes

27:52

The Leadership Discipline Behind Real Retention

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

2026/03/03

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

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28:08

The Real Role of AI in Service Retention

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

2026/02/17

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

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25:34

Why Retention Will Define the Dealerships That Win 2026

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

2026/02/02

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

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27:49

How Mobile Service Protects Post-Warranty Revenue

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

2026/01/26

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

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23:16

12% Gone: Where Dealerships Are Losing Service Visits

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

2026/01/06

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

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27:55

Service Is the Dealership: Don Hall’s Wake-Up Call...

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

2025/12/19

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 —

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28:11

What U.S. Dealers Can Learn from Australian Fixed Ops

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

2025/12/02

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

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26:13

Service Lane Appraisals That Actually Drive Retention

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

2025/11/18

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

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28:46

The OEM–Dealer Alignment That Keeps Customers Loyal

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

2025/10/31

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

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19:32

The Fixed Ops Mastermind Guide to Modern Retention

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

2025/10/14

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

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23:34

Why Outsourcing Porters Might Be Your Best Retention...

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

2025/09/30

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

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28:41

Turn Recalls into Retention with Chris Miller

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

2025/09/16

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

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25:09

How Carter Myers Automotive Tackles Retention from...

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

2025/09/02

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

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20:07

What 70% Online Scheduling Adoption Tells Us About...

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

2025/08/19

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

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19:46

Turn Your Advisors into Retention Engines with Ron Maki

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

2025/08/05

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

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25:29

Dealer Plate Guy on Trust, Turnover, and TikTok

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

2025/07/22

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

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25:48

From Guesswork to Precision: Using AI to Boost...

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

2025/07/08

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

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25:11

What AI Can Teach You About Service Defection

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

2025/06/24

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

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29:40

From Transactional to Relational: The Service Advisor...

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

2025/06/10

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

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21:41

Service on the Move: Why Dealerships Are Going Mobile...

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

2025/05/27

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 —

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44 results

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