by Bill Springer | Aug 12, 2026 | Dealer Blog, Dealership Service
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...
by Bill Springer | Aug 11, 2026 | Dealer Blog, Dealership Service
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...
by Bill Springer | Aug 10, 2026 | Dealer Blog, Dealership Service
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...
by Bill Springer | Jun 8, 2026 | Dealer Blog, Dealership Service
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...
by Bill Springer | Jun 5, 2026 | Dealer Blog, Dealership Service
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...
by Bill Springer | Jun 4, 2026 | Dealer Blog, Dealership Service
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...
