Retention Roadmap: Navigating Service Success for New Car Dealerships

Bill Springer
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There’s nothing worse than losing customers to independent garages and quick lubes after the OEM warranty expires – which happens 70% of the time! As a car dealership, your #1 goal is keeping customers — and to do that, you need quality employees, an optimized service department, and benefits that matter to your customers. Imagine transforming your service department into a powerhouse of customer retention and satisfaction. Picture a dealership where your team is motivated, your customers are loyal, and your service department consistently drives revenue and profit. That’s exactly what you’ll get from Retention Roadmap with Bill Springer. Bill is a seasoned expert in dealership customer retention, service marketing, and customer experience. In this podcast, you’ll get actionable insights, industry best practices, and real-life success stories from Bill, along with other industry experts. Each episode is designed to equip you with the knowledge and tools you need to enhance customer retention, improve employee productivity, and drive profitability. If you’re ready for that, subscribe now and start transforming your dealership.

  1. The Real Role of AI in Service Retention

    2D AGO

    The Real Role of AI in Service Retention

    The service drive isn’t always where customers decide to leave. More often, it happens after hours, between visits, or during a second call that never gets answered. Nothing dramatic, but just enough friction for a customer to try somewhere else.   In this episode, sponsored by DriveSure, Bill Springer is joined by Sean Hartman, Founder of Toma AI, to explore how AI can help dealerships capture and resolve these moments without sacrificing trust or personalization. Sean shares where communication most often breaks down in fixed ops, how adoption matters just as much as capability when introducing new technology, and why AI should be designed to support service teams. The conversation also dives into what dealerships should measure early on to ensure AI is actually improving retention, not just efficiency.   What we discuss in the episode: Where service communication breaks down most often and why customers notice How missed calls and stalled conversations quietly erode trust Why AI adoption depends on design, transparency, and continuity Which interactions AI handles well today and when human empathy still matters most The KPIs that matter when rolling out AI in service operations Resources from this episode: Toma AI Social Media: Connect with Sean via Email Connect with Sean on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

    28 min
  2. Why Retention Will Define the Dealerships That Win 2026

    FEB 2

    Why Retention Will Define the Dealerships That Win 2026

    Most dealerships talk about retention like it’s a campaign. Eddie Campbell sees it as a culture problem. From the service drive to the GM’s office, the decisions leaders make every day quietly determine whether customers come back or disappear without a word.   In this episode, Bill Springer welcomes back Eddie Campbell, industry veteran, former General Manager of Forest Lane CDJR, and the first repeat guest on Retention Roadmap. Eddie shares hard-earned lessons from moving up through service into the GM seat, why most dealerships underestimate service’s impact on the entire store, and how tires, social media, and employee stability play a bigger role in retention than most leaders realize. The conversation also digs into why short-term thinking kills loyalty, how social media is becoming a retention engine (and an AI signal), and what kindness and culture really have to do with long-term profitability.   In this episode, you’ll hear: Why service experience changes how GMs lead the entire dealership How tires became the #1 customer defection point and how to fix it The hidden cost of constant GM and employee turnover on retention Why social media is now a direct retention and trust-building tool How kindness, culture, and consistency quietly drive long-term loyalty   Resources from this episode: Eddie In Service Social Media: Connect with Eddie on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

    26 min
  3. How Mobile Service Protects Post-Warranty Revenue

    JAN 26

    How Mobile Service Protects Post-Warranty Revenue

    Convenience isn’t just a perk anymore; it’s the line between keeping a customer and losing them for good. As vehicles get more expensive and expectations rise, dealerships face a hard truth: customers won’t fight friction just to stay loyal. The solution? Meet customers where they are — literally — while removing confusion at the moments that cause the most defections. In this episode, Bill Springer sits down with Karl Murphy, CEO of Get Spiffy, to unpack how mobile service and clearer tire education are reshaping dealership retention strategies. Karl shares what dealers are getting wrong about post-warranty defection, why tires remain one of the biggest loyalty killers in fixed ops, and how convenience-first service models are helping top dealerships dramatically outperform industry averages. What we discuss in the episode: Why post-warranty retention is the most overlooked profit lever in fixed ops How mobile service shifts from “nice to have” to a strategic necessity The role convenience plays in keeping customers loyal Why tires are a major moment of truth (and how poor communication drives defection) How tools like EasyTread turn tire conversations into trust-building experiences Resources from this episode: Get Spiffy Contact Karl via email Social Media: Connect with Karl on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

    28 min
  4. 12% Gone: Where Dealerships Are Losing Service Visits

    JAN 6

    12% Gone: Where Dealerships Are Losing Service Visits

    Ever feel like your dealership is doing all the right things and customers still drift away? Skyler Chadwick says the problem is a lack of clarity and confidence at the moments that matter most. His fix: stop checking boxes and start building trust with transparent pricing, tighter processes, and a service experience that makes customers feel certain they’re in the right place. In this episode, Bill Springer sits down with Skyler, Director of Product Consulting at Cox Automotive, to unpack the latest findings from Cox Automotive’s Service Industry Study and what they signal for 2026 planning. They dig into why dealerships have lost ground to general repair, where the biggest retention drop-offs are happening (and why it’s earlier than many leaders think), and how fixed ops teams can turn the service lane into a retention engine. Key takeaways from this episode: Dealerships have lost 12% of service visits to competition since 2018 — and the biggest share shift is happening in general repair The most alarming retention slide shows up as early as year 2, meaning the “safe zone” is shrinking Longer service intervals mean fewer chances to impress, so the customer experience has to be sharper every time they visit “Installed” technology doesn’t equal results The service-to-sales handoff is a 2026 advantage: identify trade-in signals in the lane, do the work before the customer arrives Resources from this episode: Cox Automotive Reach Skyler via Email Social Media: Connect with Skyler on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

    23 min
  5. Service Is the Dealership: Don Hall’s Wake-Up Call for 2026

    12/19/2025

    Service Is the Dealership: Don Hall’s Wake-Up Call for 2026

    What if your service department isn’t being “outperformed”… but simply misunderstood? Don Hall argues that fixed ops is the real engine of the dealership, and the stores that treat it like an afterthought are quietly training customers (and technicians) to leave.   In this episode of Retention Roadmap, Bill Springer sits down with Don Hall, President & CEO of the Virginia Automobile Dealers Association (VADA), for a candid conversation about what’s holding dealership service departments back — and what to change heading into 2026. Don breaks down why service advisors are the “biggest salespeople” in the store, how employee turnover becomes a retention killer, and why post-warranty customers are the most critical to protect. They also dig into recalls and warranty work as major loyalty opportunities, and the policy battles dealers can’t afford to ignore.   What we discuss in the episode: Why senior leaders still underestimate fixed ops How facility quality and technician treatment directly impact hiring, retention, and customer experience The trust trap: why “trying to hit a home run” on one RO can cost you the next 10 visits How to sell the dealership advantage vs. quick lubes and independents Why recalls and warranty policy aren’t just “admin work”

    28 min
  6. What U.S. Dealers Can Learn from Australian Fixed Ops

    12/02/2025

    What U.S. Dealers Can Learn from Australian Fixed Ops

    Most dealers still treat retention as something you worry about after a customer disappears. But some OEMs and dealers are already experimenting with a playbook built on predictive data, subscription-style benefits, and emotional convenience that keeps customers from drifting away in the first place.   In this episode, sponsored by DriveSure, you’ll hear how shifting from reactive reminders to proactive, value-rich programs can help your dealership hold onto more customers for longer. Michael Johnson, Director of Customer Success for Infomedia in the Asia-Pacific (APAC) region, shares what he’s seeing across some of the most competitive and innovative automotive markets in the world. Drawing on experience with multiple OEMs and service technology platforms, Michael walks through the real forces shaping service retention in 2025 and 2026, where the biggest defect points are today, and how “preemptive care” and emotional convenience are becoming the new battleground.   What we discuss in the episode: Why retention is shifting from reactive reminders to preemptive care built on connected vehicle data and predictive maintenance How emotional convenience matters more than extended hours or fancy amenities What Australia’s service-activated roadside programs and fixed-price servicing can teach U.S. dealers about keeping customers past warranty Ways OEMs and dealers can share data and design programs that create clear value on both sides of the relationship Three big opportunities ahead: practical AI in the workshop, “service loyalty indexing,” and subscription-style service ecosystems that lock in long-term loyalty   Resources from this episode: Explore Infomedia Social Media: Connect with Michael on LinkedIn Connect with Bill on LinkedIn Follow Retention Roadmap on LinkedIn

    28 min
  7. Service Lane Appraisals That Actually Drive Retention

    11/18/2025

    Service Lane Appraisals That Actually Drive Retention

    Most dealerships obsess over selling the next car and overlook the goldmine rolling through their service drive every day. If you’re only talking about retention at the CRM or marketing level, you’re missing opportunities. The fix is building a simple, disciplined service-lane acquisition process that treats every repair order as both a retention play and an inventory opportunity.   In this episode, sponsored by DriveSure, Bill talks with Brian Kramer of Cars Commerce, who helped turn AccuTrade into a service-drive powerhouse for sourcing used vehicles while boosting service traffic and loyalty. Drawing from his time leading Germain Toyota of Naples and now working with large dealer groups, Brian breaks down how to appraise more vehicles with less friction, what KPIs actually matter, how to align service and sales without blowing up trust. You’ll also hear why AI-driven data and better digital experiences on your service and parts pages will separate tomorrow’s winners from everyone else.   What we discuss in the episode: Turning everyday RO conversations into consistent service-lane vehicle acquisitions Using a clear “acquisition champion” and simple KPIs to track appraisals, acquisitions, and missed trades Aligning sales and service with guardrails, not micromanagement, to protect trust and CSI Appraising more vehicles to increase trade capture and reduce missed trades Leveraging AI and better UX on service/parts pages to grow fixed ops revenue and long-term retention Resources from this episode: Check out Cars Commerce Social Media: Connect with Brian on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn Subscribe to Brian’s YouTube Channel Follow Brian on Instagram

    26 min
  8. The OEM–Dealer Alignment That Keeps Customers Loyal

    10/31/2025

    The OEM–Dealer Alignment That Keeps Customers Loyal

    Chasing CSI while customers drift is like polishing the hood of a car that won’t start. If you’re measuring satisfaction but not repeat behavior, you’re missing the point and the sale. One quick fix: align OEM and dealership processes around ruthless convenience, proactive outreach, and service-drive plays that turn today’s RO into tomorrow’s trade. In this week’s episode, sponsored by DriveSure, Bill talks with Dan Cantrell, Director of OEM Operations at Victory Automotive Group, about what moves retention in 2025. Dan shares why the real metric is whether that service customer buys their next vehicle from you, how Toyota reframed stores around loyalty and engagement (not vanity scores), and where clunky data and inconsistent DMS/CRM usage quietly erode trust. From service-drive appraisals to over-communicating tires, Dan lays out simple, repeatable programs that make returning feel like the default. What we discuss in the episode: Making the goal the next vehicle sale, not just the next visit Turning connected-car alerts into automatic, human outreach and booked appointments Closing the tire leak with constant, clear messaging and same-day conversion Standardizing data so your processes actually scale Using service-drive sales to feed both retention and used inventory Preparing for EV + mobile service: software updates and at-home convenience raise the bar Resources from this episode: Victory Automotive Group Social Media: Connect with Dan on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

    29 min
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There’s nothing worse than losing customers to independent garages and quick lubes after the OEM warranty expires – which happens 70% of the time! As a car dealership, your #1 goal is keeping customers — and to do that, you need quality employees, an optimized service department, and benefits that matter to your customers. Imagine transforming your service department into a powerhouse of customer retention and satisfaction. Picture a dealership where your team is motivated, your customers are loyal, and your service department consistently drives revenue and profit. That’s exactly what you’ll get from Retention Roadmap with Bill Springer. Bill is a seasoned expert in dealership customer retention, service marketing, and customer experience. In this podcast, you’ll get actionable insights, industry best practices, and real-life success stories from Bill, along with other industry experts. Each episode is designed to equip you with the knowledge and tools you need to enhance customer retention, improve employee productivity, and drive profitability. If you’re ready for that, subscribe now and start transforming your dealership.

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