Retention Roadmap: Navigating Service Success for New Car Dealerships

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 strategiesThe operational challenges and solutions for implementing remote servicesThe growing importance of tires and EVs in mobile service offeringsPractical ways to increase customer satisfaction and long-term loyalty Social Media: Connect with Todd on LinkedInConnect with Bill on LinkedInFollow 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 loyaltyHow multipoint inspections contribute to retention and revenueHow to amplify success with service-to-sales handoffsUnlocking your dealership’s full potential with actionable analyticsIncreasing service visits with proactive marketing tactics Social Media: Connect with Piermichele on LinkedInConnect with Bill on LinkedInFollow 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 retentionHow to overcome common challenges like inventory management and space constraintsWhy EVs make tire expertise essential for service departmentsPractical steps to increase tire penetration and keep customers coming back Social Media: Connect with Wes on LinkedInConnect with Bill on LinkedInFollow 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 timesThe role of mobile units in optimizing shop capacity and technician efficiencyKey services offered through mobile units, from tire replacements to diagnosticsStrategies for selling mobile service to fleet customers and boosting revenueWhy mobile service is reshaping the future of dealership operations Resources from this episode:  2023 Dealership Service Retention Report  Social Media: Connect with Jeremy on LinkedInConnect with Bill on LinkedInFollow 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 serviceHow pricing and competitive intelligence can be applied to make mobile service a viable extension of dealership offeringsIncreasing customer retention and loyalty by offering value-packed service packagesThe importance of consistent communication with customers about services, pricing, and convenience Social Media: Connect with Joe on LinkedInConnect with Melissa on LinkedInConnect with Bill on LinkedInFollow 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 serviceThe increasing demand for mobile service in 2024 and beyondMobile service as a necessity in the modern dealership landscapeHow Curbee technology ensures a seamless experience for both the customer and the service teamHow mobile service addresses the need for more convenience in auto service Resources from this episode: Curbee Social Media: Connect with Denise on LinkedInConnect with Bill on LinkedInFollow 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 automationShifting customer communication preferencesThe importance of awareness around dealership servicesThe value of transparent communication in driving dealership success Resources from this episode: Fixed Ops MarketingWhat the Fixed Ops Social Media: Connect with Charity on LinkedInConnect with Russell on LinkedInConnect with Bill on LinkedInFollow 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 profitabilityThe importance of a well-designed prepaid maintenance program or service contractEmerging trends and challenges in the automotive service industryWhy dealerships should proactively adapt to advancing technologyThe importance of servant leadership for service managers Social Media: Connect with Corey LinkedInConnect with Bill on LinkedInFollow Roadmap Retention on LinkedInThe 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 successHow programs like Tires for Life and DriveSure help with customer retentionThe challenges of growing technician talentAdapting to the evolving electric vehicle marketThe importance of consistency and maintaining personal connections with customers Social Media: Connect with Bill on LinkedInFollow 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 trendsThe ongoing struggle to retain customers for dealership servicesThe history of tire and windshield services and the impact they had on customer retentionThe 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 submissionsChallenges dealerships face when going through the warranty reimbursement processThe significant financial benefit that can be achieved by leveraging effective warranty reimbursement strategiesCommon mistakes dealerships make when trying to handle this process independently Resources: DriveSure Analytics Dashboard Video Social Media: Connect with Evan Kilchenstein on LinkedInFollow Armatus Dealer Uplift on LinkedInConnect with Bill on LinkedInFollow Roadmap Retention on LinkedInRetention 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 growthProactivity in service departmentsPlanning and ownership of appointments by service advisors Resources mentioned in this episode:  DriveSure Service Retention Audit ChecklistConnect with Don on LinkedInConnect with Bill on LinkedIn Autosctconsulting.com­­­Purchase Don’s Book: Why Auto Service Departments Fail to Grow Visit the Retention Roadmap website

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 beyondcom and its accomplishmentsCustomer retention and how Eddie is applying his decades of experience to address challenges Resources Mentioned in this Episode:  DriveSure Service Retention Service Audit ChecklistDriveSure 2023 Dealership Service Retention ReportConnect with Eddie on LinkedInConnect with Bill on LinkedInEddieInService.comEddieInService YouTube: https://www.youtube.com/@eddieinservice Visit the Retention Roadmap website

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 maintenanceBe the first choice for tires and unplanned repairsHire and retain top-notch staffOptimize your operationsImplement 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