Podcast

How to Spot Customer Defection Before Revenue Takes the Hit

Bill Springer — Wed, 14 Oct 2026 16:48:43 GMT

Episode 62 — Featuring Guest Korey pulluaim |

A service department can post higher revenue, stronger gross, and bigger repair orders while quietly losing the customers who made those numbers possible. So how can a GM tell the difference between real growth and a good-looking financial statement that’s masking a retention problem?

From 7 Vans to 2,300 ROs a Month

Bill Springer — Fri, 09 Oct 2026 14:15:32 GMT

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.

The Next Evolution of Video MPI

Bill Springer — Fri, 09 Oct 2026 14:07:08 GMT

Episode 60 — Featuring Guest Joe Shaker |

Video inspections are becoming standard in dealership service departments. But simply sending a video is no longer enough. The next opportunity is making sure customers actually watch it, understand it, and see enough value in the experience to trust the recommendation and come back again.

How to Become Your Customer’s First Call for Tires

Bill Springer — Fri, 09 Oct 2026 14:05:20 GMT

Episode 59 — Featuring Guest Luke Ammann |

Only about one-third of dealership service customers bought their last set of tires from the dealership. That’s not just a missed tire sale. Once a customer heads somewhere else for tires, that shop gets a shot at the rotations, alignments, brakes, maintenance, and repair work that comes next.

Turning Service Visits Into Future Vehicle Sales

Bill Springer — Fri, 09 Oct 2026 14:04:32 GMT

Episode 58 — Featuring Guest George Howser |

Your next vehicle sale may already be sitting in the service drive. Yet while one-third of customers say they would be open to a sales conversation during a service visit, only 14% report that anyone actually starts one. The opportunity is not to pitch every customer who pulls into the lane. It’s to build a defined process that helps sales and service identify the right customers, start relevant conversations, and keep the relationship moving through the entire ownership cycle.

The Three Habits Behind High Service Retention

Bill Springer — Fri, 09 Oct 2026 14:02:14 GMT

Episode 57 — Special Episode with Bill Springer |

A dealership can deliver a great service visit and still lose the customer the next time around. That’s because retention isn’t won through one strong offer, one new tool, or even one memorable experience. Retention is built by making every part of the customer journey reinforce the next.

Convenience Has Changed the Fixed Ops Playbook

Bill Springer — Fri, 09 Oct 2026 14:00:51 GMT

Episode 56 — Featuring Guest Alysha Webb |

Customers are no longer comparing your service drive only to the dealership across town. They’re comparing it to every fast, convenient, transparent experience they have elsewhere. Many dealerships may not realize how quickly that standard is rising. Keeping up means choosing technology and service models that fit your customers rather than adopting every new tool the same way.

Moving Beyond the Discount

Bill Springer — Fri, 09 Oct 2026 13:49:57 GMT

Episode 55 — Special Episode with Bill Springer |

A discount may win today’s repair order, but what brings that customer back for the next one? As service prices rise and customers become more price-sensitive, dealerships need to separate the offers that close a transaction from the strategies that build an actual habit.

In this episode of Retention Roadmap, sponsored by DriveSure, Bill Springer continues his breakdown of the 2026 Dealership Service Retention Report by examining the role price plays in customer loyalty.

The Trust Gap Hiding in Your Multi-Point Inspections

Bill Springer — Fri, 09 Oct 2026 13:48:55 GMT

Episode 54 — Special Episode with Bill Springer |

Most dealerships say they want to build trust in the service lane, but too many are sitting on one of the simplest tools for doing exactly that. Video inspections don’t just explain recommended work. They help customers see what you see, and that visibility can be the difference between hesitation and approval.

How Digital Friction Drives Dealership Service Defection

Bill Springer — Fri, 09 Oct 2026 13:47:42 GMT

Episode 53 — Featuring Guest David Boice |

Your dealership may be spending thousands to bring in new customers while quietly losing the ones already in your database. And often, they’re not leaving because of one major failure, but because the experience feels disconnected, inconvenient, or harder than it should be. The solution starts with treating retention as an operating system.