Blog
Dealership Tire Retention: Why You’re Losing the Business and How to Win It Back
Most dealerships know tires matter. The problem is how they think about them. DriveSure's 2026 service retention research found that only about one-third of dealership service customers bought their last set of tires from the dealership. That leaves two-thirds heading...
The Sales Floor Hiding Inside Your Service Lane
Dealerships spend heavily to generate leads, conquest new customers, and source used inventory. Some of the best opportunities may already be in the service drive. In a recent episode of Retention Roadmap, Bill Springer spoke with George Howser of Cox Automotive about...
The Retention Playbook: What High-Retention Dealerships Do Differently
Most dealerships aren't missing a breakthrough tactic. They already have access to prepaid maintenance, video inspections, mobile service, tire programs, and roadside benefits. The difference is how those pieces get used. High-retention dealerships don't run them as...
Dealers Are Losing the Service Relationship
Dealerships have spent years talking about retention as if the biggest challenge is getting customers to come back. The more urgent problem is that customers are already building service habits somewhere else. Automotive journalist and industry analyst Alysha Webb...
Moving Beyond the Discount: What Actually Builds Service Loyalty
Price matters in the service lane. Customers compare offers, notice when another shop promises the same work for less, and in 2026, they're more price-sensitive than they were three years ago. The data confirms it. But across DriveSure's 2020, 2023, and 2026...
Connected Systems, Connected Customers: What Retention Actually Requires
A customer gets a service reminder with a coupon, clicks to schedule, and the coupon isn't in the scheduler. The website asks for information the dealership already has and the chat tool can't help. So they call. Or they don't. That's the kind of gap David Boice,...
Customers Want Convenience. They Just Don’t Know What You Offer.
Nearly half of customers say they'd use mobile service for a battery replacement, oil change, or diagnostic done at their office or home. Only 4% say their dealership actually offers it. That gap is the real story. In a recent episode of Retention Roadmap, Bill...
Retention Breaks Down When the Process Stops Matching the Customer
A customer doesn't have to be upset to stop coming back. Maybe the visit was fine. But next time, they need an oil change on Tuesday afternoon, want to see the price before they book, or don't feel like calling and sitting on hold for something they should be able to...
The Generational Divide in Your Service Lane
A 32-year-old and a 62-year-old might pull into the same service drive for the same oil change, but they want a different experience getting there. One expects to schedule online, get text updates, and approve work from a video. The other wants a phone call, a...
Why Scheduling Convenience Is Becoming a Loyalty Strategy
Appointment availability is one of those issues that’s easy to underestimate because it rarely creates a scene. In DriveSure’s 2026 retention study, 26% of customers said limited appointment availability would cause them to service somewhere else. But most of those...
The Real Retention Problem Most Dealerships Never See
Customers rarely call to say they’re leaving your dealership. They just stop showing up, and you never have a chance to retain them. Maybe it starts with a frustrating appointment experience. Maybe they buy tires somewhere else because it felt easier. Maybe...
The Recall Playbook: Reactivate, Retain, and Grow
At most dealerships, recalls are seen as a responsibility, not a strategy. The focus is usually on getting the work done and moving on. But that narrow view overlooks one of the most practical retention opportunities in fixed ops. A recall gives the dealership a...