EPISODE 17
Mastering Parts Operations to Boost Dealership Retention
Featuring Guest Kaylee Felio
Episode Description
What’s the real key to turning first-time customers into lifelong dealership advocates? For many, the answer lies in an often-overlooked area: the parts department. In this episode, we uncover how inventory health, tire strategies, and better communication can transform your dealership’s retention game.
Kaylee Felio, Sales and Marketing Manager at PartsEdge and host of the Trailblaze Your Path podcast, joins us to share practical insights on how a well-managed parts strategy can boost customer loyalty, drive efficiency, and strengthen trust across departments. From leveraging technology to addressing common challenges like obsolescence, Kaylee delivers actionable tips to help your team thrive.
Takeaways from this episode:
-
Why parts departments are the backbone of service success
-
Strategies for improving inventory health and profitability
-
How clear communication builds trust with customers—even during delays
-
The importance of stocking the right parts (and tires!) to minimize downtime
-
Leveraging technology to track inventory and streamline operations
BILL SPRINGER
and president of Krex Inc.
Kaylee Felio
Marketing Manager at PartsEdge & Podcast Host
Would you like to Be a guest on our podcast?
The Retention Formula: Insights from Tully Williams
Customer retention in the dealership service department is about more than just numbers—it’s about treating every customer as if they’re family and earning their repeat and referral business. In this episode, Tully Williams, Fixed Operations Director at the Niello Company, emphasizes the importance of measuring retention consistently and realistically, sharing his unique insights on why customer-focused recommendations and competitive pricing strategies (especially with tires, brakes, batteries, and maintenance) directly impact dealership loyalty and profitability.
Service Retention in 2025: What’s Changing & How to Adapt
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.
The Future of Dealership Branding & Digital Engagement with Savannah Simms
Dealerships today face a unique challenge: standing out in a crowded digital landscape while building long-term customer loyalty. In this episode, we explore how dealerships can strengthen their brand, improve retention, and create meaningful customer relationships.