Retention Roadmap: Navigating Service Success for New Car Dealerships

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

How to Boost Revenue and Retention with Video Inspections

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 equipping technicians with tools for success, Zach provides actionable insights that boost retention, drive revenue, and create a seamless service experience. Whether you're battling customer mistrust or seeking ways to elevate your team's performance, this episode is packed with practical tips to help you thrive.
What we discuss in the episode:
The role of trust in first-service loyalty
How video inspections build transparency and increase service approvals
Strategies to train and incentivize service teams effectively
Using technology to streamline service processes and enhance efficiency
Turning first-time visitors into lifelong customers
Social Media:
Connect with Zach on LinkedIn
Connect with Bill on LinkedIn
Follow Roadmap Retention on LinkedIn
 

Retention vs. Loyalty: Transforming Customer Relationships

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 to customers’ driveways. From proactive appointment scheduling to the rise of mobile service vans, John explains how dealerships can transform retention events into customer loyalty intent. Packed with actionable insights, this conversation is a must-listen for anyone looking to create seamless service experiences and drive growth in fixed ops.
What we discuss in the episode:
The difference between retention and loyalty – and why it matters
How mobile service vans are solving technician shortages and improving customer convenience
The value of proactive appointment scheduling for boosting customer satisfaction
Using BDCs to handle unplanned service calls and build customer trust
Practical tips to elevate your service process and uncover hidden revenue opportunities
Resources from this episode: 
Connect with John on LinkedIn
 
Connect with Bill on LinkedIn
 
Follow Roadmap Retention on LinkedIn
Visit Traver Connect

Convenience Meets Loyalty: Ford’s Mobile Service Revolution

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. He breaks down the challenges dealerships face and shares how Ford is addressing these hurdles to create a seamless experience. Todd also discusses the broader impact of remote services on retention, dealership capacity, and loyalty, while providing a glimpse into the future of mobile service for EVs and tire maintenance.
Takeaways from this episode:
How mobile service is reshaping dealership retention strategies
The operational challenges and solutions for implementing remote services
The growing importance of tires and EVs in mobile service offerings
Practical ways to increase customer satisfaction and long-term loyalty
Social Media:
Connect with Todd on LinkedIn
Connect with Bill on LinkedIn
Follow Roadmap Retention on LinkedIn

The Secret to Service Retention: Insights from Urban Science

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 enhancing first-service loyalty to improving multipoint inspections, Robazza dives deep into actionable metrics and cutting-edge strategies that improve service retention, boost customer trust, and even drive vehicle sales. Whether you’re struggling to compete with independent service providers or looking to make your service-to-sales handoff more effective, this conversation is packed with insights to help you succeed.
Takeaways from this episode:
The impact of first-service loyalty
How multipoint inspections contribute to retention and revenue
How to amplify success with service-to-sales handoffs
Unlocking your dealership’s full potential with actionable analytics
Increasing service visits with proactive marketing tactics
Social Media:
Connect with Piermichele on LinkedIn
Connect with Bill on LinkedIn
Follow Roadmap Retention on LinkedIn