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...
by Bill Springer | Dec 19, 2025 | Dealer Blog, Dealership Service
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...
by Bill Springer | Dec 18, 2025 | Dealer Blog, Dealership Service
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...
