Retention Roadmap: Navigating Service Success for New Car Dealerships

From Transactional to Relational: The Service Advisor Shift

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Poor training and outdated processes are fueling turnover and burning out frontline staff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

Service on the Move: Why Dealerships Are Going Mobile in 2025

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 

From Clipboard to Kiosk: A Modern Fixed Ops Makeover

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

Unlocking Retention: The Power of the First Service Appointment

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

The Retention Formula: Insights from Tully Williams

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

Service Retention in 2025: What’s Changing & How to Adapt

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

The Future of Dealership Branding & Digital Engagement with Savannah Simms

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/

Turning Recalls into Revenue: The BizzyCar Blueprint

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

Mastering Parts Operations to Boost Dealership Retention

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

Adopting Video to Boost Retention and Revenue in Fixed Ops

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