Why do some dealership service departments foster lifelong customer loyalty while others struggle with defection? What if the key lies in leveraging transparency and technology to build trust and enhance the customer experience?

In this week’s episode, sponsored by DriveSure, Zach Roberts, Service Director at Manly Automotive Group, shares how video multipoint inspections and streamlined service processes are reshaping customer relationships. From earning trust during the first service visit to equipping technicians with tools for success, Zach provides actionable insights that boost retention, drive revenue, and create a seamless service experience. Whether you're battling customer mistrust or seeking ways to elevate your team's performance, this episode is packed with practical tips to help you thrive.

What we discuss in the episode:

• The role of trust in first-service loyalty
• How video inspections build transparency and increase service approvals
• Strategies to train and incentivize service teams effectively
• Using technology to streamline service processes and enhance efficiency
• Turning first-time visitors into lifelong customers

Social Media:

• Connect with Zach on LinkedIn
• Connect with Bill on LinkedIn
• Follow Roadmap Retention on LinkedIn