Retention Roadmap: Navigating Service Success for New Car Dealerships

12% Gone: Where Dealerships Are Losing Service Visits

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 latest findings from Cox Automotive’s Service Industry Study and what they signal for 2026 planning. They dig into why dealerships have lost ground to general repair, where the biggest retention drop-offs are happening (and why it’s earlier than many leaders think), and how fixed ops teams can turn the service lane into a retention engine.
Key takeaways from this episode:
Dealerships have lost 12% of service visits to competition since 2018 — and the biggest share shift is happening in general repair
The most alarming retention slide shows up as early as year 2, meaning the “safe zone” is shrinking
Longer service intervals mean fewer chances to impress, so the customer experience has to be sharper every time they visit
“Installed” technology doesn’t equal results
The service-to-sales handoff is a 2026 advantage: identify trade-in signals in the lane, do the work before the customer arrives
Resources from this episode:
Cox Automotive
Reach Skyler via Email
Social Media:
Connect with Skyler on LinkedIn
Connect with Bill on LinkedIn
Follow Roadmap Retention on LinkedIn

Service Is the Dealership: Don Hall’s Wake-Up Call for 2026

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 — and what to change heading into 2026. Don breaks down why service advisors are the “biggest salespeople” in the store, how employee turnover becomes a retention killer, and why post-warranty customers are the most critical to protect. They also dig into recalls and warranty work as major loyalty opportunities, and the policy battles dealers can’t afford to ignore.
 
What we discuss in the episode:
Why senior leaders still underestimate fixed ops
How facility quality and technician treatment directly impact hiring, retention, and customer experience
The trust trap: why “trying to hit a home run” on one RO can cost you the next 10 visits
How to sell the dealership advantage vs. quick lubes and independents
Why recalls and warranty policy aren’t just “admin work”

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

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 Johnson, Director of Customer Success for Infomedia in the Asia-Pacific (APAC) region, shares what he’s seeing across some of the most competitive and innovative automotive markets in the world. Drawing on experience with multiple OEMs and service technology platforms, Michael walks through the real forces shaping service retention in 2025 and 2026, where the biggest defect points are today, and how “preemptive care” and emotional convenience are becoming the new battleground.
 
What we discuss in the episode:
Why retention is shifting from reactive reminders to preemptive care built on connected vehicle data and predictive maintenance
How emotional convenience matters more than extended hours or fancy amenities
What Australia’s service-activated roadside programs and fixed-price servicing can teach U.S. dealers about keeping customers past warranty
Ways OEMs and dealers can share data and design programs that create clear value on both sides of the relationship
Three big opportunities ahead: practical AI in the workshop, “service loyalty indexing,” and subscription-style service ecosystems that lock in long-term loyalty
 
Resources from this episode:
Explore Infomedia
Social Media:
Connect with Michael on LinkedIn
Connect with Bill on LinkedIn
Follow Retention Roadmap on LinkedIn

Service Lane Appraisals That Actually Drive Retention

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 a service-drive powerhouse for sourcing used vehicles while boosting service traffic and loyalty. Drawing from his time leading Germain Toyota of Naples and now working with large dealer groups, Brian breaks down how to appraise more vehicles with less friction, what KPIs actually matter, how to align service and sales without blowing up trust. You’ll also hear why AI-driven data and better digital experiences on your service and parts pages will separate tomorrow’s winners from everyone else.
 
What we discuss in the episode:
Turning everyday RO conversations into consistent service-lane vehicle acquisitions
Using a clear “acquisition champion” and simple KPIs to track appraisals, acquisitions, and missed trades
Aligning sales and service with guardrails, not micromanagement, to protect trust and CSI
Appraising more vehicles to increase trade capture and reduce missed trades
Leveraging AI and better UX on service/parts pages to grow fixed ops revenue and long-term retention
Resources from this episode:
Check out Cars Commerce
Social Media:
Connect with Brian on LinkedIn
Connect with Bill on LinkedIn
Follow Roadmap Retention on LinkedIn
Subscribe to Brian’s YouTube Channel
Follow Brian on Instagram

The OEM–Dealer Alignment That Keeps Customers Loyal

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

The Fixed Ops Mastermind Guide to Modern Retention

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

Why Outsourcing Porters Might Be Your Best Retention Play

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

Turn Recalls into Retention with Chris Miller

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

How Carter Myers Automotive Tackles Retention from Day One

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

What 70% Online Scheduling Adoption Tells Us About the Future

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