Retention Roadmap: Navigating Service Success for New Car Dealerships

Bill Springer
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  • Automotive
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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. 2h ago

    The Next Evolution of Video MPI

    Video inspections are becoming standard in dealership service departments. But simply sending a video is no longer enough. The next opportunity is making sure customers actually watch it, understand it, and see enough value in the experience to trust the recommendation and come back again. In this episode, sponsored by DriveSure, Bill Springer welcomes back Joe Shaker, CEO and co-founder of TruVideo and owner of Shaker Auto Group, to explore how video MPI has evolved from an adoption challenge into an execution challenge. Joe shares what leading dealerships are doing to improve view rates and video quality, how better visual explanations can increase service approvals, and why transparency matters well beyond the current repair order. They also dig into new findings from DriveSure’s 2026 Dealership Service Retention Report, including the significant trust gap between customers who have experienced video inspections and those who have not, plus what AI-powered video quality scoring could mean for the next phase of fixed ops.   What we discuss in the episode: Why view rate matters more than send rate, and the advisor’s role in getting customers to actually watch technician videos How showing, explaining, and measuring items like tires and brakes can dramatically improve customer understanding and service approvals Why 66% of customers who have received a video inspection say it makes them more likely to trust recommended work How consistent video experiences can help dealerships build the kind of trust that drives long-term service retention What’s next for video MPI, from AI-powered quality scoring and object detection to visual intelligence and technician-focused tools Resources from this episode:  2026 Dealership Service Retention Report TruVideo Episode 16 Social Media:  Reach out to Joe via email Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

    The Next Evolution of Video MPI

  2. Sep 2

    How to Become Your Customer’s First Call for Tires

    Only about one-third of dealership service customers bought their last set of tires from the dealership. That’s not just a missed tire sale. Once a customer heads somewhere else for tires, that shop gets a shot at the rotations, alignments, brakes, maintenance, and repair work that comes next. In this episode, sponsored by DriveSure, Bill Springer sits down with Luke Ammann to talk about why tires should be treated as a retention tool, not simply another profit center. Luke shares the tire strategy he’s refined over decades, from keeping fast-moving tires in stock and training advisors to talk confidently about tread depth, to using video MPIs and competitive pricing to keep customers from shopping elsewhere. They also dig into EV tire wear, advisor empowerment, inventory investment, and why sometimes protecting the relationship matters more than protecting tire gross.   What we discuss in the episode: Why losing the tire sale can open the door to losing the entire service relationship How stocking the right tires removes one of the biggest barriers to same-day sales Why Luke writes tread-depth measurements directly on the tire during video MPIs How advisor training, pricing flexibility, and fast communication improve tire close rates Why tire gross profit may be the wrong scorecard if customer retention is the bigger goal accountability Resources from this episode:  Jim Bone Nissan Social Media:  Connect with Luke on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

    How to Become Your Customer’s First Call for Tires

  3. Aug 18

    Turning Service Visits Into Future Vehicle Sales

    Your next vehicle sale may already be sitting in the service drive. Yet while one-third of customers say they would be open to a sales conversation during a service visit, only 14% report that anyone actually starts one. The opportunity is not to pitch every customer who pulls into the lane. It’s to build a defined process that helps sales and service identify the right customers, start relevant conversations, and keep the relationship moving through the entire ownership cycle.   In this episode, sponsored by DriveSure, Bill Springer talks with George Howser of Cox Automotive about one of the dealership’s most underused retention and acquisition strategies: the service-to-sales handoff. George explains how dealerships can use appointment data, repair history, declined work, mileage, and inspection results to identify customers who may be ready for another vehicle. They also discuss the role of technology, management accountability, first-service appointment setting, and cross-department alignment in creating more lifetime customer value. What we discuss in the episode: Why active service customers are twice as likely to purchase another vehicle from the dealership How to identify the right service customers for a timely sales conversation Why declined repairs and high repair estimates can signal a trade opportunity How the service lane can become a lower-risk, more profitable source of used inventory Why the process must start with the GM and include clear ownership, measurement, and accountability Resources from this episode:  Cox Automotive Social Media:  Connect with George on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

    Turning Service Visits Into Future Vehicle Sales

  4. Aug 4

    The Three Habits Behind High Service Retention

    A dealership can deliver a great service visit and still lose the customer the next time around. That’s because retention isn’t won through one strong offer, one new tool, or even one memorable experience. Retention is built by making every part of the customer journey reinforce the next. In the series finale of Retention Roadmap, Bill Springer brings together the most important findings from the 2026 Dealership Service Retention Report to explain what high-retention dealerships do differently. He breaks down the three factors that continue to shape service decisions, why even your most loyal customers are never fully guaranteed, and how prepaid maintenance, video inspections, valuable amenities, and consistent communication work together as a loyalty flywheel. You’ll also hear three practical ways to identify hidden retention opportunities and build a service experience designed to bring customers back automatically.   What we discuss in the episode: Why quality, price, and customer service remain the foundation of retention How connected retention strategies outperform isolated discounts and campaigns Why awareness may be the biggest barrier keeping customers from using your services How prepaid maintenance and reminders create recurring customer touchpoints Why every visit must earn the loyalty of even your best customers Resources from this episode:  2026 Dealership Service Retention Report Social Media:  Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

    The Three Habits Behind High Service Retention

  5. Jul 28

    Convenience Has Changed the Fixed Ops Playbook

    Customers are no longer comparing your service drive only to the dealership across town. They’re comparing it to every fast, convenient, transparent experience they have elsewhere. Many dealerships may not realize how quickly that standard is rising. Keeping up means choosing technology and service models that fit your customers rather than adopting every new tool the same way. In this episode, sponsored by DriveSure, Bill Springer talks with automotive journalist and industry analyst Alysha Webb about what’s changing in fixed operations and what dealers should be watching. They discuss the growing role of video, text, AI, and mobile service, along with the technician shortage and the steady loss of service business to chains and independent repair shops. Alysha also shares what U.S. dealers can learn from the speed of change in China’s automotive market. What we discuss in the episode: Why texts, videos, and 24/7 responsiveness are changing service communication How dealerships can decide where AI belongs and where personal service still matters Why mobile service can improve retention, expand capacity, and open the door to fleet business What recruiting more women and creating accessible training paths could do for the technician shortage How dealerships can compete as service chains gain market share and customer expectations continue to rise Social Media:  Connect with Alysha on LinkedIn Contact Alysha via Email Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

    Convenience Has Changed the Fixed Ops Playbook

  6. Jul 20

    Moving Beyond the Discount

    A discount may win today’s repair order, but what brings that customer back for the next one? As service prices rise and customers become more price-sensitive, dealerships need to separate the offers that close a transaction from the strategies that build an actual habit. In this episode of Retention Roadmap, sponsored by DriveSure, Bill Springer continues his breakdown of the 2026 Dealership Service Retention Report by examining the role price plays in customer loyalty. He explains why bad experiences can drive away even your most loyal customers, why the discount required to sell prepaid maintenance keeps increasing, and why offering the same deal to every customer may be costing dealerships more than they realize. Most importantly, Bill shares how prepaid maintenance and value-added benefits can give customers a recurring reason to return—without forcing your dealership to compete on price alone.   What we discuss in the episode: Why price attracts less-loyal customers, while a bad experience can drive away even the most loyal ones How the discount needed to sell prepaid maintenance has increased since 2023 Why prepaid maintenance customers return at more than twice the rate of one-time oil change customers How road hazard protection and roadside assistance can strengthen an offer beyond the markdown Three practical ways to segment offers, protect pricing, and sell the ongoing relationship instead of one transaction Resources from this episode:  2026 Dealership Service Retention Report Social Media:  Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

    Moving Beyond the Discount

  7. Jul 9

    The Trust Gap Hiding in Your Multi-Point Inspections

    Most dealerships say they want to build trust in the service lane, but too many are sitting on one of the simplest tools for doing exactly that. Video inspections don’t just explain recommended work. They help customers see what you see, and that visibility can be the difference between hesitation and approval. In this episode of Retention Roadmap, Bill Springer digs into new data from the 2026 Dealership Service Retention Report on video inspections, customer trust, RO approvals, and tire revenue. The numbers tell a clear story: customers who experience video inspections are more likely to trust the dealership, more likely to approve recommended work, and more likely to understand why tire service matters. Bill also connects the dots between video MPI usage and one of the biggest missed opportunities in fixed ops: the 30% of customers who still don’t know their dealership sells tires.   What we discuss in the episode: Why 56% of customers don’t know whether their dealership offers video inspections How video MPIs increase trust and repair order approvals, especially with younger customers Why tire awareness has not improved since 2020, and what that costs dealerships How video can turn invisible tire wear into a clear, trust-building sales moment Why dealerships should treat video inspections as a consistent process, not an occasional add-on   Resources from this episode:  2026 Dealership Service Retention Report Social Media:  Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

    The Trust Gap Hiding in Your Multi-Point Inspections

  8. Jun 30

    How Digital Friction Drives Dealership Service Defection

    Your dealership may be spending thousands to bring in new customers while quietly losing the ones already in your database. And often, they’re not leaving because of one major failure, but because the experience feels disconnected, inconvenient, or harder than it should be. The solution starts with treating retention as an operating system.   In this episode, sponsored by DriveSure, Bill Springer sits down with David Boice, CEO and co-founder of Team Velocity, to talk about why customer retention is really an operational challenge. Drawing on more than three decades in automotive retail technology and marketing, David shares how fragmented systems, disconnected customer communications, and poor digital experiences cause dealerships to lose customers in ordinary moments. From service scheduling friction to post-warranty defection and missed upgrade opportunities, this conversation breaks down what dealers need to fix if they want to keep customers through the full ownership lifecycle.   What we discuss in the episode: Why retention should be a daily dealership process, not a one-off marketing effort How disconnected websites, coupons, schedulers, and chat tools create friction for customers Why post-warranty customers represent one of the biggest missed opportunities in fixed ops How service reimbursement can turn a large repair bill into a vehicle upgrade conversation Why dealers should audit the full customer click path before adding more tools or campaigns Resources from this episode: Team Velocity Social Media: Connect with David Boice on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

    How Digital Friction Drives Dealership Service Defection
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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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