Retention Roadmap: Navigating Service Success for New Car Dealerships

From Fixed Ops to Dealer Principal: A Blueprint for Dealership Success

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 relationships and drive service retention. He also discusses the importance of creating a unique brand identity, such as "Jerry for the People," which resonates with customers and sets his dealerships apart in a competitive market. The branding, combined with consistent marketing and a focus on customer service, has been crucial in maintaining customer loyalty.
 
In this episode, we also explore:
Specific strategies that contribute to dealership success
How programs like Tires for Life and DriveSure help with customer retention
The challenges of growing technician talent
Adapting to the evolving electric vehicle market
The importance of consistency and maintaining personal connections with customers
Social Media:
Connect with Bill on LinkedIn
Follow Roadmap Retention on LinkedIn

Dan Shine Discusses the Critical Role of Journalism in Automotive News

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, differentiating between trained journalists and bloggers. We also explore current challenges faced by dealerships, particularly in customer retention and technician recruitment. Dan also shares his perspective on the future of mobile services if dealerships don’t prioritize the opportunity it presents.
What we discuss in the episode:
The importance of adapting to new trends
The ongoing struggle to retain customers for dealership services
The history of tire and windshield services and the impact they had on customer retention
The rigorous standards and ethical guidelines that help ensure the accuracy and reliability of reporting
Resources from this episode:
Automotive News 
DriveSure 2023 Retention Report

Unlock Hidden Revenue: Optimizing Warranty Labor Rates and Parts Markup

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 markups are on par with retail levels. Evan details the history and evolution of legislation that allows dealerships to request higher rates from manufacturers, and how technology has helped streamline these processes. We also discuss the importance of regularly reviewing and adjusting these rates to prevent leaving money on the table.
Takeaways from this episode:
How AI and proprietary software allow for faster, more accurate submissions
Challenges dealerships face when going through the warranty reimbursement process
The significant financial benefit that can be achieved by leveraging effective warranty reimbursement strategies
Common mistakes dealerships make when trying to handle this process independently
Resources:
DriveSure Analytics Dashboard Video
Social Media:
Connect with Evan Kilchenstein on LinkedIn
Follow Armatus Dealer Uplift on LinkedIn
Connect with Bill on LinkedIn
Follow Roadmap Retention on LinkedIn
Retention Roadmap YouTube Channel
 

Retention Roadmap: Secrets to Service Success with Don Andres

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 departments. We delve into the primary reasons why auto service departments struggle to achieve consistent growth, the importance of proactivity, and how the quality of an MPI directly impacts customer retention and service department profitability.
Tune in for more on:
Don's new book, "Why Auto Service Departments Fail to Grow"
The real reasons why service departments fail to grow and simple techniques for consistent growth
Proactivity in service departments
Planning and ownership of appointments by service advisors
Resources mentioned in this episode: 
DriveSure Service Retention Audit Checklist
Connect with Don on LinkedIn
Connect with Bill on LinkedIn
 Autosctconsulting.com­­­
Purchase Don’s Book: Why Auto Service Departments Fail to Grow
Visit the Retention Roadmap website 

EddieInService: Engaging Gen Z Customers in Dealerships

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 Jeep Ram in Dallas, Texas, and the creator of EddieInService.com, also shares his unique perspective on the role of vendors. Then we dig deeper and explore insights on the biggest challenges facing fixed operations in 2024 and beyond.
Join us for more on:
Biggest challenges for fixed operations in 2024 and beyond
com and its accomplishments
Customer retention and how Eddie is applying his decades of experience to address challenges
Resources Mentioned in this Episode: 
DriveSure Service Retention Service Audit Checklist
DriveSure 2023 Dealership Service Retention Report
Connect with Eddie on LinkedIn
Connect with Bill on LinkedIn
EddieInService.com
EddieInService YouTube: https://www.youtube.com/@eddieinservice
Visit the Retention Roadmap website

Introducing Retention Roadmap: Navigating Service Success for New Car Dealerships

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 and industry experts on how to:
Ensure more customers return for scheduled maintenance
Be the first choice for tires and unplanned repairs
Hire and retain top-notch staff
Optimize your operations
Implement effective retention strategies
Together, let's gear up for success and make your dealership a retention leader.
Subscribe to Retention Roadmap today and never miss an episode!
Connect with Bill on LinkedIn: https://www.linkedin.com/in/billspringerdrivesure/ 
Visit the site: Www.retentionroadmappodcast.com 
Subscribe on YouTube: https://www.youtube.com/@retentionroadmappodcast