Retention Roadmap: Navigating Service Success for New Car Dealerships

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
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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
 

If your fixed ops department still relies on outdated marketing or thinks coupons are enough, you're leaving serious money on the table. But how can dealerships transform their service departments? Why is it so important to build real customer relationships? It’s time to rethink everything about marketing fixed ops!
In this episode of Retention Roadmap, Charity Dunning, Chief Marketing Officer and  Russell Hill, Managing Partner and Co-Founder of Fixed Ops Marketing, and Co-Hosts of the What the Fixed Ops?! Podcast join us to discuss how dealerships can optimize their marketing. We explore common pitfalls and emphasize the need for a paradigm shift, and, the importance of customer experience from the moment a guest arrives. We also look at the underwhelming or nonexistent digital marketing strategies that many dealerships have in place.
What we discuss in the episode:
Revolutionizing dealership marketing with video, AI, and automation
Shifting customer communication preferences
The importance of awareness around dealership services
The value of transparent communication in driving dealership success
Resources from this episode:
Fixed Ops Marketing
What the Fixed Ops
Social Media:
Connect with Charity on LinkedIn
Connect with Russell on LinkedIn
Connect with Bill on LinkedIn
Follow Roadmap Retention on LinkedIn

How do some dealerships turn their service departments into customer retention powerhouses while others struggle to get buyers to return? Corey Smith reveals the often-overlooked strategies that can transform your service operations. 
In this episode of Retention Roadmap, Corey, the National Fixed Operations Training Manager for EasyCare and host of the FWRD podcast shares insights on how EasyCare integrates fixed operations training with their dealership services, emphasizing the importance of structured processes within the service department. By refining processes and equipping service teams with the right skills and tools, dealerships can transform their service departments into powerful drivers of customer loyalty and satisfaction. Corey also highlights the value of prepaid maintenance programs and service contracts as essential tools for enhancing customer retention.
What we discuss in the episode:
How dealerships often overlook the potential of their service departments to drive customer retention and profitability
The importance of a well-designed prepaid maintenance program or service contract
Emerging trends and challenges in the automotive service industry
Why dealerships should proactively adapt to advancing technology
The importance of servant leadership for service managers
Social Media:
Connect with Corey LinkedIn
Connect with Bill on LinkedIn
Follow Roadmap Retention on LinkedIn
The FWRD Podcast
 
 

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

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

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
 

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