Retention Roadmap: Navigating Service Success for New Car Dealerships
Bill Springer
36 episodes
5 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.
What 70% Online Scheduling Adoption Tells Us About the Future
Retention Roadmap: Navigating Service Success for New Car Dealerships
20 minutes 7 seconds
2 months ago
What 70% Online Scheduling Adoption Tells Us About the Future
If you're still trying to control every slot on your scheduler, you're probably pushing customers away. Today’s customers don’t want to call. They don’t want to wait. And they don’t want to be told when they can’t come in. They want control, convenience, and clarity. Dealerships that give them that? They’re the ones earning long-term retention. So, how do you design a service experience that gives customers control without losing visibility or profitability?
In this episode, sponsored by DriveSure, Bill Springer sits down with Tiffani Stefanescu, Director of Performance Management at Cox Automotive. With a 13-year career spanning Xtime’s early startup days to her current leadership role, Tiffani shares how data, technology, and cross-brand collaboration can elevate the service experience from first appointment to final trade-in.
What we discuss in the episode:
The customer scheduling shift: from 10% to 70%+ online appointments and what’s driving it
Why controlling appointment availability too tightly can drive customers away (and train them to stop using your scheduler)
How top dealers are locking in that first service appointment before the customer ever leaves the lot
How declined RO data can be used to identify potential trade-ins and future sales
The real ROI of alternate transportation (and why it’s worth it)
Resources from this episode:
Contact Tiffani via Email
Cox Automotive
Social Media:
Connect with Tiffani 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.
