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

Dealerships today face a unique challenge: standing out in a crowded digital landscape while building long-term customer loyalty. In this episode, we explore how dealerships can strengthen their brand, improve retention, and create meaningful customer relationships.

We’re joined by up-and-coming industry leader, Savannah Simms, Director of Marketing & Business Development at Simms Auto Group, and Chief Operating Officer at Freddy Media. Savannah shares her insights on the power of social media, the role of internal culture in customer experience, and why the service department should be at the center of a dealership’s marketing strategy. From leveraging content creation to fostering technician engagement, she reveals practical ways dealerships can build trust, cut through the digital noise, and turn everyday interactions into lasting connections.

What we discuss in the episode:

• Why social media is a game-changer for dealership retention (when used correctly)
• Why the service drive should be the foundation of your dealership’s marketing strategy
• The importance of engaging technicians and advisors to boost retention
• How to make fixed ops marketing more effective (and fun!)
• The real role of AI in dealership marketing

Resources from this Episode:

Check out Freddy Media: https://freddymedia.com/

DriveSure Dealership Service Retention Report: https://resources.drivesure.com/2023-dealership-service-retention-report

Social Media:

Connect with Bill on LinkedIn: https://www.linkedin.com/in/billspringerdrivesure/

Connect with Savannah on LinkedIn: https://www.linkedin.com/in/savannahlsimms/

Follow Retention Roadmap on LinkedIn: https://www.linkedin.com/company/retention-roadmap/

What if some of the biggest opportunities for service retention are hiding in plain sight? Recalls and mobile service often feel like operational challenges, but they could be the key to driving revenue and reactivating customers you thought were lost for good.

In this episode, sponsored by DriveSure, Ryan Maher, CEO and founder of BizzyCar, joins us to uncover how shifting your perspective on these services can transform your dealership’s growth strategy. From reducing missed recall opportunities to using mobile service to expand capacity without adding bays, Maher breaks down practical strategies that boost retention, reactivate customers after years of inactivity, and even help solve technician shortages. Whether you're trying to streamline operations or maximize every service opportunity, this conversation is packed with insights to help your dealership thrive.

What we discuss in the episode:

• How to turn recalls into a customer retention strategy
• The surprising revenue potential of mobile service
• Why missed recall opportunities are costing your dealership—and how to fix it
• How AI and automation can streamline service operations
• Tips for increasing service capacity without expanding your facility

Resources from this episode:

• DriveSure Dealership Service Retention Report
• Check out BizzyCar

Social Media:

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

What’s the real key to turning first-time customers into lifelong dealership advocates? For many, the answer lies in an often-overlooked area: the parts department. In this episode, we uncover how inventory health, tire strategies, and better communication can transform your dealership’s retention game.

Kaylee Felio, Sales and Marketing Manager at PartsEdge and host of the Trailblaze Your Path podcast, joins us to share practical insights on how a well-managed parts strategy can boost customer loyalty, drive efficiency, and strengthen trust across departments. From leveraging technology to addressing common challenges like obsolescence, Kaylee delivers actionable tips to help your team thrive.

What we discuss in the episode:

• Why parts departments are the backbone of service success
• Strategies for improving inventory health and profitability
• How clear communication builds trust with customers—even during delays
• The importance of stocking the right parts (and tires!) to minimize downtime
• Leveraging technology to track inventory and streamline operations

Resources from this episode:

• DriveSure Dealership Retention Report
• Trailblaze Your Path Podcast
• Parts Management Podcast

Social Media:

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

Today’s customers demand greater transparency and trust from their service providers—and dealerships need to deliver. How can fixed ops professionals bridge the gap between customer expectations and service department performance?

In this episode of Retention Roadmap, sponsored by DriveSure, we sit down with Joe Shaker, CEO of Shaker Auto Group and founder of TruVideo, to explore how video technology is transforming dealership communication. From enhancing transparency to driving higher retention rates, Joe shares how video inspections are reshaping service departments and creating new opportunities for growth.

What we discuss in the episode:

• The role of video technology in improving trust and customer relationships

• How TruVideo enhances communication between technicians, advisors, and customers

• Insights into the implementation process and overcoming adoption challenges

• The measurable impact of video on repair order revenue and customer satisfaction

• Why video-based communication is becoming the industry standard

Social Media:

• Reach out to Joe via email
• Connect with Bill on LinkedIn
• Follow Retention Roadmap on LinkedIn

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