Sometimes, the biggest wake-up call doesn’t come from a competitor, it comes from your neighborhood coffee shop.
That’s what happened to Richard Lupo, Fixed Operations Director at Apple Tree Honda and Apple Tree Acura in North Carolina. After moving to the area, he stopped by a local café where ordering and paying was fast, seamless, and entirely tech-driven. Then he went back to the dealership and realized their customer experience was stuck in the past.
Pencils. Clipboards. Paper forms.
That moment kicked off a complete rethink of how Apple Tree handles service, not just from a technology standpoint, but from a customer value standpoint, too.
This article unravels a slew of innovations Richard and his team have implemented, and how these changes have made life easier for staff, more transparent for customers, and more profitable for the dealership.
A Single Tech Stack Strategy That Works
For many dealerships, it’s tempting to add third-party tools as problems arise — an MPI tool here, a texting platform there, a separate video inspection app on top. But that “plug-and-play” mindset can quickly turn into “patch-and-pray,” especially when integration issues slow everything down and create a disjointed experience for customers and staff.
Instead of chasing shiny objects, Richard vouches for becoming a super user of a single platform like Reynolds & Reynolds.
This strategy pays off in a few ways:
- Smoother workflows: Advisors and techs don’t have to jump between platforms.
- Cleaner data: With everything under one roof, reporting and decision-making become easier.
- Stronger support: One system means one source of truth—and one support line when things go wrong.
Kiosks That Actually Make Life Easier for Everyone
When most dealers talk about adding a kiosk, they focus on the customer convenience angle —and for good reason. At Apple Tree Honda, the 24/7 service kiosk has completely transformed how customers interact with the service lane.
It allows customers check in or pick up their vehicles at any time of day or night. No standing outside in the rain. No filling out envelopes or waiting in line. Just a clean, modern, intuitive process that feels like a step forward.
But here’s where it gets interesting: the benefits go far beyond customer convenience.
It drives incremental sales
The kiosk guides customers through a check-in process that includes upsell prompts with clear descriptions. Even customers with existing appointments often add services on the spot.
There’s also a trade-in evaluation option, which has led directly to new car sales.
It boosts advisor satisfaction
Before the kiosk, service advisors regularly stayed late waiting for that one customer caught in traffic.
Now? Payment happens online, the code for pickup is sent automatically, and the customer can retrieve their keys without anyone staying late.
By solving a real pain point for staff, the kiosk became more than a novelty, it became a morale booster and a retention tool for employees.
Turning MPIs Into Multimedia Trust-Builders
A multipoint inspection (MPI) is only valuable if the customer understands and trusts it. That’s why Richard and the Apple Tree team leaned into photo and video-enhanced MPIs as a key part of their retention strategy.
Instead of relying on generic checklists or verbal explanations, technicians now send photos and videos directly to customers, showing them exactly what’s going on under the hood.
A worn brake pad, a dirty air filter, a leaking gasket — these are no longer abstract recommendations. They’re real, visible, and easy to understand.
Why it works:
- It builds trust. Customers don’t have to take your word for it, they can see the issue.
- It speeds up approvals. No more phone tag or back-and-forth. Customers receive a link, review the footage, and approve the work.
- It becomes shareable. People forward the videos to spouses, friends, or coworkers. That 60-second clip from your technician just turned into word-of-mouth marketing.
But Richard is quick to point out that it’s not just about turning the camera on. A consistent, repeatable process is key. That means:
- Training your team on how to record clear, helpful clips.
- Keeping the videos short and focused.
- Delivering them through your integrated platform (in this case, Reynolds), not as a clunky bolt-on.
In a world where trust drives retention, this kind of transparency isn’t optional; it’s essential.
Texting That Feels Personal (Because It Is)
Let’s face it: phone calls get ignored, emails get buried, and voicemail might as well be a dead channel. That’s why Apple Tree Honda doubled down on text messaging.
They’ve created a communication workflow that’s fast, frictionless, and personalized. Every message feels like it’s coming from a real person (because it is), not a faceless system firing off generic updates.
Here’s what sets it apart:
- It’s built into the DMS. No app-hopping or third-party workarounds—everything lives where advisors already work.
- It’s proactive. From status updates to MPI approvals to pickup reminders, customers stay in the loop without having to chase anyone down.
- It’s two-way. If a customer has a question, they just reply. Advisors see it instantly and can respond in real time.
For a customer who’s already anxious about their vehicle or wondering what a repair will cost, a simple, timely message can ease that concern and build long-term loyalty. And for service advisors juggling a dozen open ROs, it saves precious time without sacrificing connection.
Final Takeaway: Innovation Is About the Experience
What Apple Tree Honda proves is that innovation doesn’t have to mean complexity. By focusing on tools that remove friction—for both the customer and the service team—they’ve created a more modern, trustworthy experience that customers actually want to return to.
At DriveSure, we believe that kind of transformation is within reach for every dealership. Whether it’s adding transparency through video, simplifying check-ins with kiosks, or making communication easier with integrated texting, the goal is the same: make the experience better, and retention will follow.
Want to hear the rest of the conversation? Listen to the full episode here.
Need help making retention feel automatic?
DriveSure helps dealerships turn oil changes into lasting relationships—with renewable benefits, service-lane prepaid maintenance, and customer-first communication tools that drive results. Book a consultation today.