Turn Recalls into Retention with Chris Miller

Episode 32 — Featuring Guest Chris Miller | 

A recall feels like a headache until you see it for what it really is: a built-in reason for lapsed customers to walk back through your service doors. If you’re letting those opportunities slip, you’re leaving retention, CP revenue, and future vehicle sales on the table. The fix? Treat recalls like a strategic program, not a one-off task.

In this episode, sponsored by DriveSure, Bill sits down with Chris Miller, Founder & Chairman of Recall Masters, to break down how data, process, and proactive outreach turn recalls into your highest-ROI retention lever. Chris shares what top-performing dealers do differently, from integrating recall checks in scheduling and the lane to running multi-touch contact cadences and “red-carpet” service that converts one free repair into long-term loyalty. Expect practical stats, workflow ideas, and what’s coming next as software and EV-related recalls rise.

Takeaways from this episode:

• Why 50%+ of vehicles with open recalls still leave serviced—but unrepaired—and how to close that gap with BDC/scheduler integration and lane execution
• How recall campaigns routinely deliver 15–25% response rates
• How to recapture defectors
• Why direct mail drives durable responses while email/SMS/phone accelerate near-term bookings
• The playbook for post-repair retention

Resources

Recall Masters
Connect with Chris on LinkedIn
Connect with Bill on LinkedIn
Follow Roadmap Retention on LinkedIn
Retention Roadmap YouTube Channel