EPISODE 52
The Convenience Economy: What Customers Actually Value in Service
Special Episode with Bill Springer
Episode Description
Convenience isn’t just a nice-to-have anymore, but that doesn’t mean every “convenient” option carries the same weight. Customers are telling dealerships exactly what would make service easier, more valuable, and more worth returning for. The problem is that many of those benefits are either under-promoted, misunderstood, or completely invisible to the people most likely to use them.
In this episode, sponsored by DriveSure, Bill Springer breaks down the convenience economy and what the 2026 Dealership Service Retention Report reveals about customer demand, awareness gaps, and service amenities. Nearly half of customers say they’d use mobile service, but only 4% know their dealership offers it. Bill explains why that disconnect matters, how mobile service addresses major defection drivers like location and appointment availability, and why protection-based benefits like road hazard coverage and roadside assistance are starting to matter more than traditional waiting room perks.
Takeaways from this episode:
- Why 48% of customers say they’d use mobile service, but 96% either don’t know it exists or assume their dealership doesn’t offer it
- How mobile service can help solve two major defection drivers: inconvenient location and limited appointment availability
- Why road hazard coverage, roadside assistance, and powertrain protection are now among the most valued dealership amenities
- How awareness gaps turn existing services and benefits into missed retention opportunities
- Three practical ways dealerships can promote mobile service, improve amenity communication, and shift benefit messaging toward real customer value
BILL SPRINGER
and president of Krex Inc.
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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.
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.