EPISODE 10
From 400 to 1,700: The Unstoppable Growth of Bozard Ford’s Mobile Service
Featuring Guest Jeremy Stephens
Episode Description
Customers today expect more convenience than ever, and dealerships need to adapt to stay competitive. With growing demand for faster, more accessible service, how can your dealership meet these expectations while boosting efficiency and retention?
In this episode of Retention Roadmap, sponsored by DriveSure, we dive into the innovative world of mobile service with Jeremy Stephens, Remote Operations Director at Bozard Ford Lincoln. We explore the benefits of his new approach to customer service, which operates over 40 mobile units that deliver fast, convenient service directly to customers’ doorsteps. We also discuss how mobile service is improving retention rates, increasing shop capacity, and creating new revenue opportunities, particularly with fleet customers.
Takeaways from this episode:
- How Bozard Ford’s mobile service improves customer satisfaction and reduces wait times
- The role of mobile units in optimizing shop capacity and technician efficiency
- Key services offered through mobile units, from tire replacements to diagnostics
- Strategies for selling mobile service to fleet customers and boosting revenue
- Why mobile service is reshaping the future of dealership operations
BILL SPRINGER
and president of Krex Inc.
JEREMY STEPHENS
Remote Operations Director at Bozard Ford Lincoln
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From 7 Vans to 2,300 ROs a Month
What happens when mobile service stops being an experiment and becomes one of your dealership’s biggest fixed ops channels? At Bozard Ford Lincoln, more than 2,300 mobile ROs in a single month still feels like just the beginning, especially when customers in the dealership’s own backyard still don’t know the service exists.
The Next Evolution of Video MPI
Video inspections are becoming standard in dealership service departments. But simply sending a video is no longer enough. The next opportunity is making sure customers actually watch it, understand it, and see enough value in the experience to trust the recommendation and come back again.
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.