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• Poor training and outdated processes are fueling turnover and burning out frontline staff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