Retention Roadmap: Navigating Service Success for New Car Dealerships

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

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

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
 

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

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

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
 

Why do so many dealerships let tire sales—and customer retention—slip through their fingers? Wes Volkert, Parts Director and tire expert, breaks down how dealerships can transform their tire sales strategy to drive loyalty and long-term growth.
In this episode, Wes dives into the often-overlooked role of tires in retention. He shares how leveraging manufacturer programs, optimizing inventory, and fostering customer awareness can dramatically boost retention rates. Wes also highlights the critical opportunity dealerships have with EVs and why tires will become an even bigger focus as other maintenance needs decline.
Takeaways from this episode:
The surprising impact of tire sales on customer retention
How to overcome common challenges like inventory management and space constraints
Why EVs make tire expertise essential for service departments
Practical steps to increase tire penetration and keep customers coming back
Social Media:
Connect with Wes on LinkedIn
Connect with Bill on LinkedIn
Follow Roadmap Retention on LinkedIn
 

Customers today expect more convenience than ever, and dealerships need to adapt to stay competitive. With growing demand for faster, more accessible service, how can your dealership meet these expectations while boosting efficiency and retention?
In this episode of Retention Roadmap, sponsored by DriveSure, we dive into the innovative world of mobile service with Jeremy Stephens, Remote Operations Director at Bozard Ford Lincoln. We explore the benefits of his new approach to customer service, which operates over 40 mobile units that deliver fast, convenient service directly to customers’ doorsteps. We also discuss how mobile service is improving retention rates, increasing shop capacity, and creating new revenue opportunities, particularly with fleet customers.
What we discuss in the episode:
How Bozard Ford's mobile service improves customer satisfaction and reduces wait times
The role of mobile units in optimizing shop capacity and technician efficiency
Key services offered through mobile units, from tire replacements to diagnostics
Strategies for selling mobile service to fleet customers and boosting revenue
Why mobile service is reshaping the future of dealership operations
Resources from this episode: 
2023 Dealership Service Retention Report 
Social Media:
Connect with Jeremy on LinkedIn
Connect with Bill on LinkedIn
Follow Roadmap Retention on LinkedIn
 

Why do some dealerships consistently outperform competition while others lose customers to aftermarket pricing? Intelicheck’s Joe Gibson & Melissa Marlatt uncover competitive intelligence strategies that help service departments boost retention, stay ahead in pricing, and win back customers.
In this episode sponsored by DriveSure, Joe, Vice President of Sales and Marketing, and Melissa, Chief Operating Officer, explore the impact of competitive intelligence in new car dealerships. We reveal how real-time pricing data helps dealerships stay ahead of aftermarket competition, especially for services like oil changes and tires. Joe and Melissa also provide insights into understanding true competitors, the importance of transparent pricing, and how dealership service departments can leverage intelligence to retain customers through value-added services and better communication.
What we discuss in the episode:
The growing trend of mobile service
How pricing and competitive intelligence can be applied to make mobile service a viable extension of dealership offerings
Increasing customer retention and loyalty by offering value-packed service packages
The importance of consistent communication with customers about services, pricing, and convenience
Social Media:
Connect with Joe on LinkedIn
Connect with Melissa on LinkedIn
Connect with Bill on LinkedIn
Follow Roadmap Retention on LinkedIn

Every customer is ultimately seeking convenience, so how can dealerships take advantage of the transformative power of mobile service technology to deliver an exceptional experience?
In this episode of Retention Roadmap, Denise Leleux, CEO of Curbee, highlights how dealerships can leverage mobile service to improve customer satisfaction and increase service capacity without the need for costly infrastructure expansions. By focusing on delivering services directly to customers, dealerships can reduce appointment backlogs and avoid customer defection to third-party service providers.
What we discuss in the episode:
The ideal dealership profile for implementing mobile service
The increasing demand for mobile service in 2024 and beyond
Mobile service as a necessity in the modern dealership landscape
How Curbee technology ensures a seamless experience for both the customer and the service team
How mobile service addresses the need for more convenience in auto service
Resources from this episode:
Curbee
Social Media:
Connect with Denise on LinkedIn
Connect with Bill on LinkedIn
Follow Roadmap Retention on LinkedIn
 
Sponsored by DriveSure