by Bill Springer | Mar 30, 2026 | Dealer Blog, Dealership Service
Service retention is often discussed in terms of follow-up marketing, loyalty programs, and reminder campaigns. But long before any of those strategies come into play, customers are already forming opinions about the dealership. Those impressions take shape during the...
by Bill Springer | Feb 17, 2026 | Dealer Blog, Dealership Service
Service retention is often evaluated through metrics like visit frequency, declined work, and customer satisfaction scores. But the earliest breakdown usually happens well before any of those numbers are recorded. It happens when a call goes unanswered during the...
by Bill Springer | Feb 16, 2026 | Dealer Blog, Dealership Service
Dealerships don’t intentionally sacrifice service retention. In fact, nearly every fixed ops leader would say retention is a priority. Yet many stores still struggle with customers quietly defecting after the warranty period, drifting to competitors for routine...
by Bill Springer | Jan 27, 2026 | Dealer Blog, Dealership Service
Most dealerships talk about service retention like it’s something you lose slowly. A little here, a little there. A missed visit, then maybe another one down the road. But as Skyler Chadwick, Director of Product Consulting at Cox Automotive, recently pointed out on...
by Bill Springer | Jan 21, 2026 | Dealer Blog, Dealership Service
Every dealership leader will say service matters. But according to Don Hall, President & CEO of the Virginia Automobile Dealers Association, the gap between saying it and operating like it is still massive. Don has spent decades inside the business as someone...
