How Smart Dealers Turn Recalls into Long-Term Customers

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 value.

In this episode, Bill Springer sits down with Adam Mancuso, CEO of Automotive Data Analytics and former COO of Ferrari Lake Forest, whose family has spent nearly a century in the car business. Adam shares how dealerships can unlock the hidden potential of recall campaigns, from improving data accuracy to executing outreach that gets customers back in the door. The conversation covers the operational gaps most dealers overlook, the role of phone-first communication, and how recall visits can lead to customer pay work, future service visits, and even vehicle sales.

Takeaways from this episode:

• Why recalls are one of the most effective ways to re-engage lost or inactive customers
• How poor data quality and lack of process limit recall performance
• Why phone calls drive the majority of recall conversions
• The revenue opportunity behind recall visits, including 20–30% customer pay conversion rates
• How to avoid common pitfalls like scheduling recalls without parts availability

Resources

Connect with Adam on LinkedIn
Connect with Bill on LinkedIn
Follow Roadmap Retention on LinkedIn
Retention Roadmap YouTube Channel
Visit Automotive Data Analytics