EPISODE 44
How Smart Dealers Turn Recalls into Long-Term Customers
Featuring Guest Adam Mancuso
Episode Description
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
BILL SPRINGER
and president of Krex Inc.
Adam Mancuso
CEO of Automotive Data Analytics
Would you like to Be a guest on our podcast?
How to Become Your Customer’s First Call for Tires
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
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
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.