From 7 Vans to 2,300 ROs a Month

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 beginning, especially when customers in the dealership’s own backyard still don’t know the service exists.

In this episode, sponsored by DriveSure, Bill Springer welcomes back Jeremy Stephens, Remote Services Director at Bozard Ford Lincoln, to share what he’s learned while scaling mobile service to more than 40 units. They explore the differences between retail and fleet, the role of routing technology and simpler scheduling, and why customer awareness may be the biggest obstacle still standing in mobile service’s way.

Takeaways from this episode:

• Why the processes that get a mobile operation to 700 ROs won’t necessarily get it to 2,300
• How retail and fleet mobile service create different opportunities for retention, efficiency, and vehicle sales
• Why customers form unusually strong relationships with mobile technicians, even requesting them by name
• How smarter routing and simpler online scheduling can reduce drive time and appointment abandonment
• Why customer awareness, not customer demand, may be mobile service’s biggest remaining obstacle

Resources

Bozard Ford
Episode 10 with Jeremy
Connect with Jeremy on LinkedIn
Connect with Bill on LinkedIn
Follow Roadmap Retention on LinkedIn
Retention Roadmap YouTube Channel