Episode 62 — Featuring Guest Korey pulluaim | A service department can post higher revenue, stronger gross, and bigger repair orders while quietly losing the customers who made those numbers possible. So how can a GM tell the difference between real growth and a...
Episode 61 — Featuring Guest Jeremy Stephens | What happens when mobile service stops being an experiment and becomes one of your dealership’s biggest fixed ops channels? At Bozard Ford Lincoln, more than 2,300 mobile ROs in a single month still feels like just the...
Episode 60 — Featuring Guest Joe Shaker | Video inspections are becoming standard in dealership service departments. But simply sending a video is no longer enough. The next opportunity is making sure customers actually watch it, understand it, and see enough value in the...
Episode 59 — Featuring Guest Luke Ammann | Only about one-third of dealership service customers bought their last set of tires from the dealership. That’s not just a missed tire sale. Once a customer heads somewhere else for tires, that shop gets a shot at the rotations,...
Episode 58 — Featuring Guest George Howser | Your next vehicle sale may already be sitting in the service drive. Yet while one-third of customers say they would be open to a sales conversation during a service visit, only 14% report that anyone actually starts one. The...
Episode 57 — Special Episode with Bill Springer | A dealership can deliver a great service visit and still lose the customer the next time around. That’s because retention isn’t won through one strong offer, one new tool, or even one memorable experience. Retention is built...
Episode 56 — Featuring Guest Alysha Webb | Customers are no longer comparing your service drive only to the dealership across town. They’re comparing it to every fast, convenient, transparent experience they have elsewhere. Many dealerships may not realize how quickly that...
Episode 55 — Special Episode with Bill Springer | A discount may win today’s repair order, but what brings that customer back for the next one? As service prices rise and customers become more price-sensitive, dealerships need to separate the offers that close a transaction...
Episode 54 — Special Episode with Bill Springer | Most dealerships say they want to build trust in the service lane, but too many are sitting on one of the simplest tools for doing exactly that. Video inspections don’t just explain recommended work. They help customers see...
Episode 53 — Featuring Guest David Boice | Your dealership may be spending thousands to bring in new customers while quietly losing the ones already in your database. And often, they’re not leaving because of one major failure, but because the experience feels disconnected,...
Episode 52 — Special Episode with Bill Springer | Convenience isn’t just a nice-to-have anymore, but that doesn’t mean every “convenient” option carries the same weight. Customers are telling dealerships exactly what would make service easier, more valuable, and more worth...
Episode 51 — Featuring Guest Kimberly Cowan | Customers don’t always leave with a complaint, a bad survey, or a dramatic service lane moment. Sometimes they leave quietly, choosing the path that feels easier the next time they need an oil change, tire replacement, recall...
Episode 50 — Special Episode with Bill Springer | If your service team is treating every customer the same, there’s a good chance you’re losing some of them without ever hearing a complaint. A bad phone experience, a clunky online scheduler, or the wrong communication...
Episode 49 — Special Episode with Bill Springer | A customer can leave your dealership completely satisfied and still never come back. That's the loyalty paradox, and according to data from DriveSure's 2026 Dealership Service Retention Report, it's happening far more often...
Episode 48 — Special Episode with Bill Springer | Most dealerships know customers are leaving. The harder question is why. The data has a few answers that might surprise you. In this episode of Retention Roadmap, Bill Springer dives deep into the 2026 Dealership Service...