EPISODE 20
Service Retention in 2025: What’s Changing & How to Adapt
Featuring Guest Ujj Nath
Episode Description
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
BILL SPRINGER
and president of Krex Inc.
Ujj Nath
Chairman & CEO at mykaarma.com
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Convenience Has Changed the Fixed Ops Playbook
Customers are no longer comparing your service drive only to the dealership across town. They’re comparing it to every fast, convenient, transparent experience they have elsewhere. Many dealerships may not realize how quickly that standard is rising. Keeping up means choosing technology and service models that fit your customers rather than adopting every new tool the same way.
Moving Beyond the Discount
A discount may win today’s repair order, but what brings that customer back for the next one? As service prices rise and customers become more price-sensitive, dealerships need to separate the offers that close a transaction from the strategies that build an actual habit.
The Trust Gap Hiding in Your Multi-Point Inspections
Most dealerships say they want to build trust in the service lane, but too many are sitting on one of the simplest tools for doing exactly that. Video inspections don’t just explain recommended work. They help customers see what you see, and that visibility can be the difference between hesitation and approval.