Episode 47 — Featuring Dave Anderson | What if the biggest problem in your service department isn’t your technicians, but your calendar? Most dealerships think they’re managing capacity when in reality, they’re reacting to chaos they created themselves. In this episode,...
Episode 46 — Special Episode with Bill Springer | What are your customers really thinking when they leave your service drive, and why are more of them choosing somewhere else? With real data from over 1,200 drivers, we’re pulling back the curtain on what’s changed and what...
Episode 45 — Featuring Guest Kim Saylor | Customers aren’t leaving your dealership, but they’re thinking about it. The real risk isn’t lost loyalty, but a slipping experience that’s quietly pushing them toward more convenient options. The solution might simply be fixing the...
Episode 44 — Featuring Guest Adam Mancuso | Most dealerships treat recalls like an obligation, but what if they’re actually one of the most powerful opportunities to win customers back? The question is whether you’re using it to rebuild relationships and drive long-term...
Episode 43 — Featuring Guest Joe Clementi | What if your retention problem isn’t hiding in your marketing, but in your leadership? Too many dealerships treat retention like a report to manage instead of a standard to live by. And when leaders focus on numbers instead of...
Episode 42 — Featuring Guest Sean Hartman | The service drive isn’t always where customers decide to leave. More often, it happens after hours, between visits, or during a second call that never gets answered. Nothing dramatic, but just enough friction for a customer to try...
Episode 41 — Featuring Guest Eddie Campbell | Most dealerships talk about retention like it’s a campaign. Eddie Campbell sees it as a culture problem. From the service drive to the GM’s office, the decisions leaders make every day quietly determine whether customers come...
Episode 40 — Featuring Guest Karl Murphy | Convenience isn’t just a perk anymore; it’s the line between keeping a customer and losing them for good. As vehicles get more expensive and expectations rise, dealerships face a hard truth: customers won’t fight friction just to...
Episode 39 — Featuring Guest Skyler Chadwick | Ever feel like your dealership is doing all the right things and customers still drift away? Skyler Chadwick says the problem is a lack of clarity and confidence at the moments that matter most. His fix: stop checking boxes and...
Episode 38 — Featuring Guest Don Hall | What if your service department isn’t being “outperformed”… but simply misunderstood? Don Hall argues that fixed ops is the real engine of the dealership, and the stores that treat it like an afterthought are quietly training...
Episode 37 — Featuring Guest Michael Johnson | Most dealers still treat retention as something you worry about after a customer disappears. But some OEMs and dealers are already experimenting with a playbook built on predictive data, subscription-style benefits, and...
Episode 36 — Featuring Guest Brian Kramer | Most dealerships obsess over selling the next car and overlook the goldmine rolling through their service drive every day. If you’re only talking about retention at the CRM or marketing level, you’re missing opportunities. The fix...
Episode 35 — Featuring Guest Dan Cantrell | Chasing CSI while customers drift is like polishing the hood of a car that won’t start. If you’re measuring satisfaction but not repeat behavior, you’re missing the point and the sale. One quick fix: align OEM and dealership...
Episode 34 — Featuring Guest Kyle Morissette | Complacency is the quiet killer in fixed ops. If you’re waiting to see which “new ideas” actually work before you move, by the time you copy them, the leaders have already moved on. The fix: build a culture that experiments on...
Episode 33 — Featuring Guest Joel Furno | When your advisors double as porters and your managers are the “most expensive valets in the building,” efficiency and customer experience both take a hit. The truth? Those front-line roles you think of as “non-revenue” may be the...