Retention Roadmap: Navigating Service Success for New Car Dealerships
Bill Springer
36 episodes
6 days ago
There’s nothing worse than losing customers to independent garages and quick lubes after the OEM warranty expires – which happens 70% of the time! As a car dealership, your #1 goal is keeping customers — and to do that, you need quality employees, an optimized service department, and benefits that matter to your customers.
Imagine transforming your service department into a powerhouse of customer retention and satisfaction. Picture a dealership where your team is motivated, your customers are loyal, and your service department consistently drives revenue and profit.
That’s exactly what you’ll get from Retention Roadmap with Bill Springer.
Bill is a seasoned expert in dealership customer retention, service marketing, and customer experience. In this podcast, you’ll get actionable insights, industry best practices, and real-life success stories from Bill, along with other industry experts.
Each episode is designed to equip you with the knowledge and tools you need to enhance customer retention, improve employee productivity, and drive profitability.
If you’re ready for that, subscribe now and start transforming your dealership.
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There’s nothing worse than losing customers to independent garages and quick lubes after the OEM warranty expires – which happens 70% of the time! As a car dealership, your #1 goal is keeping customers — and to do that, you need quality employees, an optimized service department, and benefits that matter to your customers.
Imagine transforming your service department into a powerhouse of customer retention and satisfaction. Picture a dealership where your team is motivated, your customers are loyal, and your service department consistently drives revenue and profit.
That’s exactly what you’ll get from Retention Roadmap with Bill Springer.
Bill is a seasoned expert in dealership customer retention, service marketing, and customer experience. In this podcast, you’ll get actionable insights, industry best practices, and real-life success stories from Bill, along with other industry experts.
Each episode is designed to equip you with the knowledge and tools you need to enhance customer retention, improve employee productivity, and drive profitability.
If you’re ready for that, subscribe now and start transforming your dealership.
From Transactional to Relational: The Service Advisor Shift
Retention Roadmap: Navigating Service Success for New Car Dealerships
29 minutes 40 seconds
4 months ago
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
Retention Roadmap: Navigating Service Success for New Car Dealerships
There’s nothing worse than losing customers to independent garages and quick lubes after the OEM warranty expires – which happens 70% of the time! As a car dealership, your #1 goal is keeping customers — and to do that, you need quality employees, an optimized service department, and benefits that matter to your customers.
Imagine transforming your service department into a powerhouse of customer retention and satisfaction. Picture a dealership where your team is motivated, your customers are loyal, and your service department consistently drives revenue and profit.
That’s exactly what you’ll get from Retention Roadmap with Bill Springer.
Bill is a seasoned expert in dealership customer retention, service marketing, and customer experience. In this podcast, you’ll get actionable insights, industry best practices, and real-life success stories from Bill, along with other industry experts.
Each episode is designed to equip you with the knowledge and tools you need to enhance customer retention, improve employee productivity, and drive profitability.
If you’re ready for that, subscribe now and start transforming your dealership.
