Blog

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...

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...

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...

When most people look for innovation in dealership service retention, they rarely look to Australia. But they should. The market may be small, yet it’s one of the most competitive in the world. And that pressure has forced OEMs and dealers to rethink how they use...

For years, dealers have talked about retention like it’s a puzzle to be solved with the right marketing message or the right OEM program. But as Bill’s conversation with Dan Cantrell makes clear, the real levers that drive lifetime loyalty aren’t complicated. They’re...

Every dealership faces the same silent threat, and it’s not bad service, but comfortable service. The kind that gets the job done, but never gets better. Complacency can sneak into any service drive. The processes work, the numbers look fine, and yet the team stops...

Dealership leaders know retention doesn’t hinge on one magic fix. It’s the accumulation of countless small moments that shape how customers feel, and whether they come back. The most important of those moments often happen in the service drive. A wave-in, a warm...

It’s easy to treat recalls like a headache. They clog up the schedule, frustrate customers, and don’t exactly make anyone excited. But what if that “problem” is actually one of the most powerful opportunities in fixed ops? According to Chris Miller, Founder &...

Most dealerships don’t lose customers because of a single bad experience. They lose them because of weak processes and missing accountability. A service visit feels inconsistent, a recommendation gets skipped, or a new tool is rolled out without real follow-through....

In today’s dealership landscape, service retention isn’t just a department goal — it’s a full-team strategy. And for Tiffani Stefanescu, Director of Performance Management at Cox Automotive, that strategy starts with one key idea: meet customers where they are and...

Most dealerships say customer relationships matter, but few actually treat them like the retention strategy they are. According to Ron Maki, a fixed ops veteran with nearly four decades of experience (including corporate leadership roles at Volkswagen of America), the...

What happens when a fixed ops director with six rooftops under his belt also builds a 200K+ following online by sharing the real, unfiltered life of a dealership? You get someone like Austin Conroy — Regional Fixed Operations Director for Rohrman Automotive Group in...