Fix This First: The Biggest Risk in Your Service Process

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 friction in your service experience, starting with how customers schedule appointments and interact with your dealership.

In this episode, sponsored by DriveSure, Bill sits down with Kim Saylor, Senior Director of Product Planning, Fixed Operations at CDK Global, to unpack insights from CDK’s latest Service Shopper Study. Kim shares surprising data on Gen Z loyalty, why satisfaction is declining even as customers keep coming back, and where dealerships are creating unnecessary friction. The conversation covers appointment scheduling challenges, the rise of mobile service, recall opportunities, and how shifting consumer behavior is reshaping retention strategies.

Takeaways from this episode:

• Why Gen Z is showing the highest early loyalty
• The growing gap between customer loyalty and satisfaction (and why it’s a warning sign)
• How long hold times and poor scheduling experiences are costing dealerships opportunities
• Why mobile service is gaining traction
• How recalls and better education can re-engage customers and drive additional service revenue

Resources

CDK Global
Connect with Kim via email
Connect with Kim on LinkedIn
Connect with Bill on LinkedIn
Follow Roadmap Retention on LinkedIn
Retention Roadmap YouTube Channel