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Service Retention in 2025: What’s Changing & How to Adapt

Bill Springer | October 6, 2026

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 back lost customers and capture more aftermarket business.

In this episode, we sit down with Ujj Nath, CEO and Founder of myKaarma, to explore the biggest challenges and opportunities in fixed ops today. From leveraging AI-driven customer interactions to optimizing recall campaigns, Ujj shares actionable strategies that dealerships can implement to keep their service drive full and customers loyal. He also reveals how proactive communication, transparency, and convenience can transform the service experience—and why these factors are critical for competing with independent shops and maintaining revenue.

Takeaways from this episode:

The real impact of declining vehicle sales on service retention—and how to adapt
How dealerships can win back lost service customers with smarter recall strategies
Why texting and video transparency are game-changers for service communication
How AI-driven tools can streamline appointment scheduling and customer engagement
The overlooked service opportunities in EVs and collision repair
How to make every service interaction seamless, convenient, and customer-focused