by Bill Springer | Dec 17, 2025 | Dealer Blog, Dealership Service
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...
by Bill Springer | Oct 13, 2025 | Dealer Blog, Dealership Service
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...
by Bill Springer | Oct 10, 2025 | Dealer Blog, Dealership Service
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 &...
by Bill Springer | Oct 2, 2025 | Dealer Blog, Dealership Service
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....
by Bill Springer | Aug 26, 2025 | Dealer Blog, Dealership Service
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...
by Bill Springer | Aug 18, 2025 | Dealer Blog, Dealership Service
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...
