Navigating Service Success for New Car Dealerships
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About retention roadmap
Retention Roadmap with Bill Springer is a podcast dedicated to helping new car dealership management tackle customer retention and service department challenges. Published twice a month, the podcast provides actionable insights, industry best practices, and real-life success stories from experts and peers. Our mission is to transform service departments into powerhouses of customer retention and satisfaction, where motivated teams, loyal customers, and consistently high revenue and profit are the norm.
Meet our host
Bill Springer brings over 35 years of experience in the automotive industry, focusing on customer retention and dealership success. As President of Krex, Inc. since 2001, Bill has dedicated himself to helping new car dealerships excel in maintenance, tires, and repairs. His unique approach to leadership is shaped by a background in commercial banking and education in finance and marketing.
Bill lives in Evanston, Ill., with his wife, Andrea. Outside of work, he enjoys reading, cycling, running, and spending time with his four children.
BILL SPRINGER
Host of Retention Roadmap
and president of Krex Inc.
How to Boost Revenue and Retention with Video Inspections
Why do some dealership service departments foster lifelong customer loyalty while others struggle with defection? What if the key lies in leveraging transparency and technology to build trust and enhance the customer experience?
Retention vs Loyalty: Transforming Customer Relationships
Why are some dealerships leading the charge in customer loyalty while others struggle to stand out? Could the secret lie in evolving service processes and a reimagined approach to business development? In this episode, we unpack the strategies that turn service interactions into long-term customer loyalty.
Convenience Meets Loyalty: Ford’s Mobile Service Revolution
Why should dealerships rethink service convenience to retain more customers? Todd Rabourn, Ford Motor Company’s Director of Global Customer Experience Implementation, shares how Ford’s mobile service initiative is transforming the way dealerships connect with customers and drive loyalty.
The Secret to Service Retention: Insights from Urban Science
Why do some dealerships thrive in service retention while others struggle to bring customers back? What if the secret lies in data-driven insights that reveal untapped opportunities and practical strategies? In this episode, we uncover tools and techniques dealerships can use to turn their service lanes into loyalty engines.
Boosting Retention with a Tire-First Strategy
Why do so many dealerships let tire sales—and customer retention—slip through their fingers? Wes Volkert, Parts Director and tire expert, breaks down how dealerships can transform their tire sales strategy to drive loyalty and long-term growth.
From 400 to 1,700: The Unstoppable Growth of Bozard Ford’s Mobile Service
Customers today expect more convenience than ever, and dealerships need to adapt to stay competitive. With growing demand for faster, more accessible service, how can your dealership meet these expectations while boosting efficiency and retention?