Blog

“What if every service advisor treated their customers like they would their own mother?” That’s the radical question posed by Tully Williams, Fixed Ops Director at The Niello Company, and it means a lot more than just being friendly and considerate. Tully brings...

The dealership service game has changed—but too many dealerships are still running old plays. Today, your customers demand more convenience, faster communication, and transparent service experiences. If you're still following outdated strategies, you’re leaving...

For most dealerships, social media is just a digital version of their lot—filled with inventory photos, lease specials, and generic “Check out this new arrival!” posts. The problem? That’s not why people are on social media. Customers already know you have cars for...

Most dealerships see recalls as a hassle or even a pain—but what if they’re actually the key to customer retention? In a recent Retention Roadmap episode, Ryan Maher, CEO of BizzyCar, shared how AI, automation, and mobile service are turning recalls into...

When people think about dealership retention, they usually focus on service and customer perks. But there’s an unsung hero in every dealership that plays a massive role in keeping customers coming back: the parts department. Too often, parts get treated as an...

Dealership service managers aim to build trust with customers—and for good reason. If a customer doesn’t trust your recommendations, they’re more likely to decline work, delay service, or worse, take their business somewhere else. But what if the biggest trust issue...

What if your service department could turn skeptics into lifelong customers with one simple tool? Video multi-point inspections are revolutionizing how dealerships build trust, showing customers exactly what’s happening with their cars. Zach Roberts, Service Director...

What’s the difference between retention and loyalty? It’s simple: retention is when a customer comes back for their next oil change. Loyalty is when they wouldn’t even think about going anywhere else. If you’re a dealership, you’ve probably got retention down to a...

Every interaction in your dealership—big or small—shapes the customer experience and impacts loyalty. To truly improve dealership customer experience, it’s all about the details: clear communication, seamless teamwork, and thoughtful, personalized service. Customers...

Mobile service offerings have become a game-changer for dealerships, offering customers a level of convenience that keeps them coming back for maintenance, repairs, and more. From boosting retention to winning fleet accounts and even addressing the growing needs of EV...

Keeping customers coming back is critical for any dealership, and data is an invaluable tool for making that happen. The right analytics tools can help you figure out what’s working, what’s not, and where the biggest opportunities are to wow your customers. By using...

BDCs used to be thought of as a dealership’s “phone room”—an area tucked away where reps called down a list of names to set appointments. But today, BDCs have transformed into something much bigger and more powerful. With customers spending more time researching...