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...
Episode 32 — Featuring Guest Chris Miller | A recall feels like a headache until you see it for what it really is: a built-in reason for lapsed customers to walk back through your service doors. If you’re letting those opportunities slip, you’re leaving retention, CP...
Episode 31 — Featuring Guest Robert Migliaccio | Most dealerships don’t lose customers years down the road, but at the very first oil change. That early defection is costing dealerships future service visits, tire sales, and even repeat vehicle purchases. The solution?...
Episode 30 — Featuring Guest Tiffani Stefanescu | If you're still trying to control every slot on your scheduler, you're probably pushing customers away. Today’s customers don’t want to call. They don’t want to wait. And they don’t want to be told when they can’t come in....
Episode 29 — Featuring Guest Ron Maki | What builds real loyalty in today’s service lane? It’s not flashy tech. It’s trust. And that starts the moment a customer steps out of their car. Want to make customers come back again and again? Teach your advisors to become “my...
Episode 28 — Featuring Guest Austin Conroy | What if improving customer retention had nothing to do with discounts, campaigns, or clever emails, and everything to do with your team? Before you worry about bringing customers back, ask yourself: Would you come back if the...
Episode 27 — Featuring Guest Todd Smith | Most dealerships are intrigued by AI, but many are still stuck in the dark when it comes to using it effectively. Instead of solving real problems, they’re overwhelmed by dashboards, buried in reports, and stuck blasting the same...
Episode 26 — Featuring Guest Dave Foy | What if your biggest threat to retention isn’t the competition, but your own calendar? Most dealerships don’t lose customers all at once. They just stop showing up. But with AI and a few simple process shifts, you can catch defection...
Episode 25 — Featuring Guest Kieran Stack | What if your best retention strategy had nothing to do with pricing, loyalty programs, or even your shop’s hours, and everything to do with how your service advisors say "good morning"? Most customers don’t come back because they...
Episode 24 — Featuring Guest Amit Chandarana | Offering mobile service sounds like a win-win, but for many dealerships, the logistics feel overwhelming. How do you staff it? Route it? Make money on it? And will customers even use it consistently? In this episode, sponsored...
Episode 23 — Featuring Guest Richard Lupo | Most customers expect a modern, seamless experience everywhere they go, so why does the dealership service lane still rely on clipboards and key drops? It’s time to ask whether your service experience reflects the kind of...
Episode 22 — Featuring Guest Patti Tremonti | The success of dealership service departments often hinges on effectively setting and securing first service appointments—a pivotal step many dealerships overlook. But it could significantly boost customer retention through...
Episode 21 — Featuring Guest Tully Williams | Customer retention in the dealership service department is about more than just numbers—it's about treating every customer as if they're family and earning their repeat and referral business. In this episode, Tully Williams,...
Episode 20 — Featuring Guest Ujj Nath | The service retention landscape is shifting, and dealerships must adapt to stay ahead. With fewer new cars being sold in recent years, the traditional flow of service customers is slowing, making it more important than ever to win...
Episode 19 — Featuring Guest Savannah Simms | Dealerships today face a unique challenge: standing out in a crowded digital landscape while building long-term customer loyalty. In this episode, we explore how dealerships can strengthen their brand, improve retention, and...