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: patti@trainwithmtn.com

Social Media:

• Connect with Patti on LinkedIn

• Connect with Bill on LinkedIn

• Follow Roadmap Retention on LinkedIn

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

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.

What we discuss in the 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

Resources from this episode:

• myKaarma

Social Media:

• Connect with Ujj on LinkedIn
• Connect with Bill on LinkedIn
• Follow Roadmap Retention on LinkedIn
• Connect with Ujj via Email