Most dealerships are intrigued by AI, but many are still stuck in the dark when it comes to using it effectively. Instead of solving real problems, they’re overwhelmed by dashboards, buried in reports, and stuck blasting the same messages to every customer. The result? Missed opportunities, service defection, and underwhelming ROI on the tools they already have.

In this episode, sponsored by DriveSure, Bill sits down with Todd Smith, CEO and co-founder of QoreAI, to explore how dealerships can use artificial intelligence to enhance their retention strategy. From data hygiene to behavioral targeting, Todd outlines the steps every dealer can take to build smarter communication, improve the customer experience, and stop defections before they happen.

Takeaways from this episode:

Resources from this episode:

Social Media:

What if your biggest threat to retention isn’t the competition, but your own calendar? Most dealerships don’t lose customers all at once. They just stop showing up. But with AI and a few simple process shifts, you can catch defection before it happens and make retention feel automatic.

In this episode, sponsored by DriveSure, we welcome Dave Foy, a veteran of automotive retail and founder of the Automotive AI Summit. With decades of experience across OEMs, dealership groups, and vendors, Dave unpacks how dealerships can use predictive insights, emerging tech, and smarter workflows to improve retention and streamline fixed ops. From managing advisor burnout to identifying service risks in your data, this episode is packed with practical strategies that every GM and fixed ops leader should hear.

What we discuss in the episode:

Resources from this episode:

Social Media:

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:

Resources from this episode:

Social Media:

Offering mobile service sounds like a win-win, but for many dealerships, the logistics feel overwhelming. How do you staff it? Route it? Make money on it? And will customers even use it consistently?

In this episode, sponsored by DriveSure, Bill sits down with Amit Chandarana, CEO of Curbee, a mobile service software platform that’s helping dealerships turn these questions into action. Drawing on Curbee’s roots in Tesla’s early mobile service operations, Amit shares how their platform — MARS — enables dealerships to deliver at-home service that’s efficient, profitable, and deeply aligned with customer expectations. From new OEM incentives to optimizing for recalls and reactivating lost customers, this conversation covers what it really takes to make mobile service work.

What we discuss in the episode:

Resources from this episode: 

Social Media: 

Most customers expect a modern, seamless experience everywhere they go, so why does the dealership service lane still rely on clipboards and key drops? It’s time to ask whether your service experience reflects the kind of innovation and convenience today’s customers take for granted.

In this episode, sponsored by DriveSure, we talk with Richard Lupo, Fixed Operations Director at Apple Tree Honda and Acura, about how he’s transformed his service department with 24/7 kiosks, media-rich inspections, and full tech integration with Reynolds & Reynolds. Richard shares how these changes are driving customer retention, advisor satisfaction, and increased revenue—plus why building trust, empowering employees, and redefining value are just as important as any tool or tech.

What we discuss in the episode:

Resources from this episode:

Social Media:

Follow Roadmap Retention on LinkedIn

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:

Resources from this episode:

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.

Resources from this episode:

Social Media:

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:

Resources from this episode:

Social Media:

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:

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: 

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:

Resources from this episode:

Social Media: