EPISODE 08
Inside the Mobile Service Model: What Every Dealership Needs to Know
Featuring Guest Denise Leleux
Episode Description
Every customer is ultimately seeking convenience, so how can dealerships take advantage of the transformative power of mobile service technology to deliver an exceptional experience?
In this episode of Retention Roadmap, sponsored by DriveSure, Denise Leleux, CEO of Curbee, highlights how dealerships can leverage mobile service to improve customer satisfaction and increase service capacity without the need for costly infrastructure expansions. By focusing on delivering services directly to customers, dealerships can reduce appointment backlogs and avoid customer defection to third-party service providers.
Takeaways from this episode:
- The ideal dealership profile for implementing mobile service
- The increasing demand for mobile service in 2024 and beyond
- Mobile service as a necessity in the modern dealership landscape
- How Curbee technology ensures a seamless experience for both the customer and the service team
- How mobile service addresses customers’ demand for convenient auto service
BILL SPRINGER
and president of Krex Inc.
Denise Leleux
CEO of Curbee
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The Generational Divide in Your Service Drive
If your service team is treating every customer the same, there’s a good chance you’re losing some of them without ever hearing a complaint. A bad phone experience, a clunky online scheduler, or the wrong communication channel can quietly push customers somewhere else.
The Loyalty Paradox: Why Satisfied Customers Still Leave
A customer can leave your dealership completely satisfied and still never come back. That’s the loyalty paradox, and according to data from DriveSure’s 2026 Dealership Service Retention Report, it’s happening far more often than most service departments realize. The real danger isn’t the angry customer. It’s the quiet one who had a perfectly fine experience and simply had no compelling reason to return.
The Anatomy of Defection: What 1,277 Drivers Say Pushes Them Out the Door
Most dealerships know customers are leaving. The harder question is why. The data has a few answers that might surprise you.
In this episode of Retention Roadmap, Bill Springer dives deep into the 2026 Dealership Service Retention Report to break down the anatomy of defection, using data from 1,277 vehicle owners across the country. The top two defection drivers — a bad dealership experience (cited by 50% of respondents) and lower prices elsewhere (44%) — have held their positions across all three of DriveSure’s studies, going back to 2020. That consistency isn’t a trend. It’s the rule.