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. Turn Recalls into Retention with Chris Miller

    قبل يوم واحد

    Turn Recalls into Retention with Chris Miller

    A recall feels like a headache until you see it for what it really is: a built-in reason for lapsed customers to walk back through your service doors. If you’re letting those opportunities slip, you’re leaving retention, CP revenue, and future vehicle sales on the table. The fix? Treat recalls like a strategic program, not a one-off task. In this episode, sponsored by DriveSure, Bill sits down with Chris Miller, Founder & Chairman of Recall Masters, to break down how data, process, and proactive outreach turn recalls into your highest-ROI retention lever. Chris shares what top-performing dealers do differently, from integrating recall checks in scheduling and the lane to running multi-touch contact cadences and “red-carpet” service that converts one free repair into long-term loyalty. Expect practical stats, workflow ideas, and what’s coming next as software and EV-related recalls rise. What we discuss in the episode: Why 50%+ of vehicles with open recalls still leave serviced, but unrepaired, and how to close that gap with BDC/scheduler integration and lane execution How recall campaigns routinely deliver 15–25% response rates How to recapture defectors Why direct mail drives durable responses while email/SMS/phone accelerate near-term bookings The playbook for post-repair retention Resources from this episode: Recall Masters Social Media: Connect with Chris on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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  2. How Carter Myers Automotive Tackles Retention from Day One

    ٢ سبتمبر

    How Carter Myers Automotive Tackles Retention from Day One

    Most dealerships don’t lose customers years down the road, but at the very first oil change. That early defection is costing dealerships future service visits, tire sales, and even repeat vehicle purchases. The solution? Build retention into the customer’s journey from day one and invest in your culture and technology to keep both employees and customers engaged. In this episode of Retention Roadmap, Bill Springer sits down with Robert Migliaccio, Service Director at Carter Myers Automotive, to explore the biggest retention challenges dealerships face today. Robert shares how CMA is tackling early defectors, why employee culture is a retention multiplier, and how tools like video MPIs and AI can boost transparency and trust. From tire sales to technician buy-in, Robert’s leadership philosophy blends process, culture, and technology into a practical roadmap for lasting loyalty.   Takeaways from this episode: Why the first service visit is the most critical retention touchpoint How employee culture directly shapes customer retention and CSI The role of video MPIs in driving trust, approvals, and higher RO value Tire sales as both a defection point and a retention opportunity Practical advice for new service managers looking to strengthen loyalty Resources From This Episode: Carter Myers Automotive Connect with Robert on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn Retention Roadmap YouTube Channel

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  3. What 70% Online Scheduling Adoption Tells Us About the Future

    ١٩ أغسطس

    What 70% Online Scheduling Adoption Tells Us About the Future

    If you're still trying to control every slot on your scheduler, you're probably pushing customers away. Today’s customers don’t want to call. They don’t want to wait. And they don’t want to be told when they can’t come in. They want control, convenience, and clarity. Dealerships that give them that? They’re the ones earning long-term retention. So, how do you design a service experience that gives customers control without losing visibility or profitability? In this episode, sponsored by DriveSure, Bill Springer sits down with Tiffani Stefanescu, Director of Performance Management at Cox Automotive. With a 13-year career spanning Xtime’s early startup days to her current leadership role, Tiffani shares how data, technology, and cross-brand collaboration can elevate the service experience from first appointment to final trade-in. What we discuss in the episode: The customer scheduling shift: from 10% to 70%+ online appointments and what’s driving it Why controlling appointment availability too tightly can drive customers away (and train them to stop using your scheduler) How top dealers are locking in that first service appointment before the customer ever leaves the lot How declined RO data can be used to identify potential trade-ins and future sales The real ROI of alternate transportation (and why it’s worth it) Resources from this episode: Contact Tiffani via Email Cox Automotive Social Media: Connect with Tiffani on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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  4. Turn Your Advisors into Retention Engines with Ron Maki

    ٥ أغسطس

    Turn Your Advisors into Retention Engines with Ron Maki

    What builds real loyalty in today’s service lane? It’s not flashy tech. It’s trust. And that starts the moment a customer steps out of their car. Want to make customers come back again and again? Teach your advisors to become “my mechanic.” In this episode, sponsored by DriveSure, Bill talks with Ron Maki, a fixed ops leader with nearly four decades in the industry, including corporate leadership roles at Volkswagen of America. Ron shares practical, memorable strategies that blend people-first communication with smart use of technology like video MPIs and OEM apps. If you’ve ever wondered how to maintain a more human approach to retention in a tech-heavy world, this conversation is your roadmap. What we discuss in the episode: Why “my mechanic” trust is still the foundation of service retention How to use video MPIs the right way (and avoid common mistakes) What most dealerships get wrong about OEM app adoption How to hand off customers from sales to service without dropping the ball The small advisor habits that make a big retention impact Resources from this episode: Reach out to Ron Social Media: Connect with Ron on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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  5. Dealer Plate Guy on Trust, Turnover, and TikTok

    ٢٢ يوليو

    Dealer Plate Guy on Trust, Turnover, and TikTok

    What if improving customer retention had nothing to do with discounts, campaigns, or clever emails, and everything to do with your team? Before you worry about bringing customers back, ask yourself: Would you come back if the service advisor changes every six months?   In this episode, sponsored by DriveSure, Bill Springer sits down with Austin Conroy, Regional Fixed Ops Director at Rohrman Automotive Group and the creator behind the viral “Dealer Plate Guy” brand. Austin shares why employee retention is the overlooked foundation of customer loyalty and how empowering frontline teams can transform the service experience. He also dives into his journey building a 200K+ following on social media, the surprising ways it’s impacted hiring and culture, and his candid takes on trust, transparency, and what most dealerships still get wrong about tires.   What we discuss in the episode: Retention starts with employee stability Empowering advisors to make real-time decisions improves trust and speeds up service recovery Social media isn’t a distraction; it’s a leadership tool, culture booster, and recruiting magnet Dealerships must offer transparency and options in pricing Daily huddles are the foundation of communication, alignment, and execution Resources from this episode: Follow Dealer Plate Guy on IG Follow Dealer Plate Guy on TikTok Social Media: Connect with Austin on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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  6. From Guesswork to Precision: Using AI to Boost Service Retention

    ٨ يوليو

    From Guesswork to Precision: Using AI to Boost Service Retention

    Most dealerships are intrigued by AI, but many are still stuck in the dark when it comes to using it effectively. Instead of solving real problems, they’re overwhelmed by dashboards, buried in reports, and stuck blasting the same messages to every customer. The result? Missed opportunities, service defection, and underwhelming ROI on the tools they already have. In this episode, sponsored by DriveSure, Bill sits down with Todd Smith, CEO and co-founder of QoreAI, to explore how dealerships can use artificial intelligence to enhance their retention strategy. From data hygiene to behavioral targeting, Todd outlines the steps every dealer can take to build smarter communication, improve the customer experience, and stop defections before they happen. Takeaways from this episode: Why organizing and cleaning your data is the foundation for using AI effectively How AI can personalize service reminders based on driving behavior Simple AI applications to re-engage customers who declined service A smarter approach to preventing drop-off during the warranty-to-customer-pay transition How forward-thinking dealers are using AI to reduce message fatigue and increase trust Resources from this episode: Explore QoreAI Retention Roadmap YouTube Channel Social Media: Connect with Todd on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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  7. What AI Can Teach You About Service Defection

    ٢٤ يونيو

    What AI Can Teach You About Service Defection

    What if your biggest threat to retention isn’t the competition, but your own calendar? Most dealerships don’t lose customers all at once. They just stop showing up. But with AI and a few simple process shifts, you can catch defection before it happens and make retention feel automatic. In this episode, sponsored by DriveSure, we welcome Dave Foy, a veteran of automotive retail and founder of the Automotive AI Summit. With decades of experience across OEMs, dealership groups, and vendors, Dave unpacks how dealerships can use predictive insights, emerging tech, and smarter workflows to improve retention and streamline fixed ops. From managing advisor burnout to identifying service risks in your data, this episode is packed with practical strategies that every GM and fixed ops leader should hear. What we discuss in the episode: Why focusing on consistency, not conquest, is the key to long-term service retention How AI tools can surface defection risks before the customer is lost What advisors really need to be more effective and how to give it to them Why your tire strategy might be quietly killing your retention How smart inspection tools and predictive data can transform technician productivity Resources from this episode: Register for the Automotive AI Summit with Dave Social Media: Connect with Dave on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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  8. From Transactional to Relational: The Service Advisor Shift

    ١٠ يونيو

    From Transactional to Relational: The Service Advisor Shift

    What if your best retention strategy had nothing to do with pricing, loyalty programs, or even your shop’s hours, and everything to do with how your service advisors say "good morning"? Most customers don’t come back because they weren’t helped… they were handled. The fix? Train your advisors to build relationships, not just close tickets. In this episode, sponsored by DriveSure, Bill Springer sits down with Kieran Stack, founder of Service 101 and a sought-after voice in global aftersales training. Known for his practical approach and advisor-first philosophy, Kieran shares why dealership processes haven’t kept pace with modern expectations and how that’s holding back customer loyalty and employee success. From rethinking advisor onboarding to the words that destroy trust at the counter, this conversation cuts straight to the core of what makes or breaks retention. What we discuss in the episode: Retention hinges on mindset: Advisors must shift from transactional to relational communication The most successful advisors treat every day like showtime: they’ve got a costume, a script, and a standard Poor training and outdated processes are fueling turnover and burning out frontline staff Language matters: words like “recommend” may be killing your approvals without you realizing it If your customers aren’t coming back, it’s not a marketing issue, it’s a service experience issue Resources from this episode: Visit Kieran's YouTube Channel: Service 101 Get a copy of Kieran’s book Social Media: Connect with Kieran on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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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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