Navigating Service Success for New Car Dealerships
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About retention roadmap
Retention Roadmap with Bill Springer is a podcast dedicated to helping new car dealership management tackle customer retention and service department challenges. Published twice a month, the podcast provides actionable insights, industry best practices, and real-life success stories from experts and peers. Our mission is to transform service departments into powerhouses of customer retention and satisfaction, where motivated teams, loyal customers, and consistently high revenue and profit are the norm.
Meet our host
Bill Springer brings over 35 years of experience in the automotive industry, focusing on customer retention and dealership success. As President of Krex, Inc. since 2001, Bill has dedicated himself to helping new car dealerships excel in maintenance, tires, and repairs. His unique approach to leadership is shaped by a background in commercial banking and education in finance and marketing.
Bill lives in Evanston, Ill., with his wife, Andrea. Outside of work, he enjoys reading, cycling, running, and spending time with his four children.
BILL SPRINGER
Host of Retention Roadmap
and president of Krex Inc.
From Fixed Ops to Dealer Principal: A Blueprint for Dealership Success
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.
Dan Shine Discusses the Critical Role of Journalism in Automotive News
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?
Unlock Hidden Revenue: Optimizing Warranty Labor Rates and Parts Markup
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. Evan Kilchenstein reveals how optimizing warranty reimbursement can do just that, transforming your parts and service profits overnight.
Retention Roadmap: Secrets to Service Success with Don Andres
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, Don Andres delves 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.
EddieInService: Engaging Gen Z Customers in Dealerships
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. In this episode, Eddie Campbell provides innovative strategies to improve the customer experience and increase retention rates.
He also shares his unique perspective on the role of vendors and explores insights on the biggest challenges facing fixed operations in 2024 and beyond.
Retention Roadmap Trailer
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.