Retention Roadmap: Navigating Service Success for New Car Dealerships

• From Transactional to Relational: The Service Advisor Shift

  What if your best retention strategy had nothing to do with pricing, loyalty programs, or even your shop’s hours, and everything to do with how your service advisors say "good morning"? Most customers don’t come back because they weren’t helped… they were handled. The fix? Train your advisors to build relationships, not just close tickets. In this episode, sponsored by DriveSure, Bill Springer sits down with Kieran Stack, founder of Service 101 and a sought-after voice in global aftersales training. Known for his practical approach and advisor-first philosophy, Kieran shares why dealership processes haven’t kept pace with modern expectations and how that’s holding back customer loyalty and employee success. From rethinking advisor onboarding to the words that destroy trust at the counter, this conversation cuts straight to the core of what makes or breaks retention. What we discuss in the episode: Retention hinges on mindset: Advisors must shift from transactional to relational communication The most successful advisors treat every day like showtime: they’ve got a costume, a script, and a standard Poor training and outdated processes are fueling turnover and burning out frontline staff Language matters: words like “recommend” may be killing your approvals without you realizing it If your customers aren’t coming back, it’s not a marketing issue, it’s a service experience issue Resources from this episode: Visit Kieran's YouTube Channel: Service 101 Get a copy of Kieran’s book Social Media: Connect with Kieran on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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• Service on the Move: Why Dealerships Are Going Mobile in 2025

  Offering mobile service sounds like a win-win, but for many dealerships, the logistics feel overwhelming. How do you staff it? Route it? Make money on it? And will customers even use it consistently? In this episode, sponsored by DriveSure, Bill sits down with Amit Chandarana, CEO of Curbee, a mobile service software platform that’s helping dealerships turn these questions into action. Drawing on Curbee’s roots in Tesla’s early mobile service operations, Amit shares how their platform — MARS — enables dealerships to deliver at-home service that’s efficient, profitable, and deeply aligned with customer expectations. From new OEM incentives to optimizing for recalls and reactivating lost customers, this conversation covers what it really takes to make mobile service work. What we discuss in the episode: How Curbee’s MARS platform uses geo-mapping and traffic data to schedule smarter mobile appointments Why mobile service re-engages inactive customers and what a 92% completion rate says about convenience How to avoid overbuilding your shop by treating mobile service as your next “virtual bay” The one test every dealership should use before deciding whether to offer mobile service Resources from this episode:  Curbee Contact Curbee Social Media:  Connect with Amit on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn 

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• From Clipboard to Kiosk: A Modern Fixed Ops Makeover

  Most customers expect a modern, seamless experience everywhere they go, so why does the dealership service lane still rely on clipboards and key drops? It’s time to ask whether your service experience reflects the kind of innovation and convenience today’s customers take for granted. In this episode, sponsored by DriveSure, we talk with Richard Lupo, Fixed Operations Director at Apple Tree Honda and Acura, about how he’s transformed his service department with 24/7 kiosks, media-rich inspections, and full tech integration with Reynolds & Reynolds. Richard shares how these changes are driving customer retention, advisor satisfaction, and increased revenue—plus why building trust, empowering employees, and redefining value are just as important as any tool or tech. What we discuss in the episode: How 24/7 kiosks improve customer convenience, upsells, and advisor efficiency Why limiting third-party tools and going all-in with one system can boost consistency Practical strategies to turn tire sales into a loyalty builder, not a loss leader The cultural impact of building trust and transparency with your team How a modern customer experience starts with rethinking value Resources from this episode: Apple Tree Honda Apple Tree Acura Social Media: Connect with Richard on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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• Unlocking Retention: The Power of the First Service Appointment

  The success of dealership service departments often hinges on effectively setting and securing first service appointments—a pivotal step many dealerships overlook. But it could significantly boost customer retention through strategic processes and engaging customer experiences. In this episode, sponsored by DriveSure, Patti Tremonti, CEO of MTN Automotive Training Systems, outlines the importance of dealership-wide participation in scheduling first appointments, proactive communication, and building a transparent and welcoming environment that encourages repeat visits. She also introduces innovative solutions such as subscription-based prepaid maintenance plans and detailed video inspections. We also dive deeper into how these tools build trust, enhance transparency, and provide the convenience that today's customers expect, transforming service interactions into opportunities for long-term customer loyalty and increased dealership revenue. What we discuss in the episode: The critical role of the first service appointment in customer retention Strategies for overcoming common pitfalls in scheduling service appointments Benefits of implementing subscription-based prepaid maintenance plans Why video inspections are essential for transparency and customer trust Actionable tips for enhancing dealership-wide engagement and accountability Resources from this episode: MTN Automotive Contact Patti directly: [email protected] Social Media: Connect with Patti on LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn

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• 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. Tully also discusses practical steps dealerships can take to improve retention, such as refining tire sale processes, implementing targeted BDC outreach, and maintaining healthy advisor-to-technician ratios. From operational adjustments to building trust through transparent customer communications, Tully reveals how dealerships can successfully navigate critical defection points and transform everyday interactions into long-term customer relationships. What we discuss in the episode: How to measure customer retention realistically (and why it matters) Why tires are a critical driver of long-term dealership loyalty The power of human outreach vs. automated messaging in retention strategies How technician-to-advisor ratios directly impact your retention and CSI Why selling recommendations you'd give your family boosts customer trust Resources from this episode: Niello Social Media: Connect with Tully via LinkedIn Connect with Bill on LinkedIn Follow Roadmap Retention on LinkedIn Connect with Tully via Email

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