About 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.
Culture Is What You Allow: A Wake-Up Call for Fixed Ops Leaders
Your service department loses another advisor. You fill the position, get the new hire up to speed, and move on. But what happens to the customer relationships that walked out the door with that employee? Turnover may be the most expensive number in your dealership, and the real cost goes far beyond recruiting and training. Fixing it starts with examining the leadership habits and workplace culture that drive employees away in the first place.
In this episode, sponsored by DriveSure, Bill Springer welcomes back Joe "Coach Joe" Clementi, founder of Leadership Pressure Lab and author of What Pressure Reveals. Drawing on nearly three decades in automotive retail, Joe explains why pressure exposes the leadership patterns we've built, how promoting top performers can create unexpected management challenges, and why employee retention and customer loyalty are inseparable. He also introduces his TORQUE leadership system, a practical approach to building better habits, stronger teams, and a culture that holds up when things get tough.
What we discuss in the episode:
Why employee turnover may be your dealership's most expensive metric, and how it quietly undermines customer retention
The four leadership patterns that emerge under pressure and what they reveal about management habits
Why promoting your best technician or advisor doesn't automatically create a great leader
How the behaviors managers tolerate become the culture customers experience
How Joe's TORQUE system helps service leaders replace reactive firefighting with consistent coaching and accountability
Resources from this episode:
What Pressure Reveals
Social Media:
Connect with Joe on LinkedIn
Connect with Bill on LinkedIn
Follow Roadmap Retention on LinkedIn
13 Oct 2026
How to Spot Customer Defection Before Revenue Takes the Hit
A service department can post higher revenue, stronger gross, and bigger repair orders while quietly losing the customers who made those numbers possible. So how can a GM tell the difference between real growth and a good-looking financial statement that’s masking a retention problem?
The answer starts by looking beyond dollars and watching the customer activity underneath them. In this episode of Retention Roadmap, Bill Springer sits down with Korey Pulluaim, Vice President at Pocket 20 and a former dealership GM and operator, to examine retention through the lens of the dealership financial statement. Korey shares the numbers he watches first, why rising labor rates can distort year-over-year performance, and how GMs can balance this month’s profitability with the lifetime value of the customer.
What we discuss in the episode:
Why customer-pay RO count and customer-pay mix can reveal retention problems that revenue alone may hide
How higher labor rates and bigger tickets can make declining customer traffic look like growth
Why the sales-to-service handoff should be treated as a measurable retention process
How employee retention directly supports stronger customer relationships
Why long-term customer value requires alignment between the GM, ownership, sales, and fixed ops
Resources from this episode:
Pocket20
Social Media:
Connect with Korey on LinkedIn
Connect with Bill on LinkedIn
Follow Roadmap Retention on LinkedIn
29 Sept 2026
From 7 Vans to 2,300 ROs a Month
What happens when mobile service stops being an experiment and becomes one of your dealership’s biggest fixed ops channels? At Bozard Ford Lincoln, more than 2,300 mobile ROs in a single month still feels like just the beginning, especially when customers in the dealership’s own backyard still don’t know the service exists.
In this episode, sponsored by DriveSure, Bill Springer welcomes back Jeremy Stephens, Remote Services Director at Bozard Ford Lincoln, to share what he’s learned while scaling mobile service to more than 40 units. They explore the differences between retail and fleet, the role of routing technology and simpler scheduling, and why customer awareness may be the biggest obstacle still standing in mobile service’s way.
What we discuss in the episode:
Why the processes that get a mobile operation to 700 ROs won’t necessarily get it to 2,300
How retail and fleet mobile service create different opportunities for retention, efficiency, and vehicle sales
Why customers form unusually strong relationships with mobile technicians, even requesting them by name
How smarter routing and simpler online scheduling can reduce drive time and appointment abandonment
Why customer awareness, not customer demand, may be mobile service’s biggest remaining obstacle
Resources from this episode:
Bozard Ford
Episode 10 with Jeremy
Social Media:
Connect with Jeremy on LinkedIn
Connect with Bill on LinkedIn
Follow Roadmap Retention on LinkedIn
Who has been a guest on Retention Roadmap: Navigating Service Success for New Car Dealerships
Names identified in recent episode analyses. Showing up to five guests.
Dave Foy
Kieran Stack
Amit Chandarana
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Podcast Authority Score: 34 / 100
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