The Customer Retention Playbook: With Bill Springer

About this episode

The episode features a discussion on dealership customer retention and the importance of building long-term relationships with customers.

In this episode of What the Fixed Ops?!, hosts Russell Hill and Charity Dunning sit down with Bill Springer for a deep dive into the evolving world of dealership customer retention, fixed operations, and long-term service loyalty. Drawing from insights in his latest Dealer Retention Report, Bill breaks down the biggest challenges and opportunities facing dealerships today—from tire sales and first service appointments to mobile service, video MPIs, communication strategies, and the growing importance of convenience-driven loyalty. Bill explains why customer retention is no longer just about price or promotions, but about building trust, creating seamless experiences, and proactively guiding customers through every stage of ownership. He shares why dealerships lose customers after the warranty period, how poor communication creates major defection points, and why service departments must rethink the customer journey from day one. This conversation goes far beyond oil changes and repair orders. It’s about understanding customer behavior, building long-term relationships, creating value beyond price, and developing systems that keep customers coming back year after year. We talk…

People in this episode

Hosts: Russell Hill, Charity Dunning

Guest: Bill Springer

Topics covered

• customer retention
• dealership operations
• service loyalty
• communication strategies
• customer journey
• mobile service

Keywords

• customer retention
• fixed operations
• service loyalty
• communication
• mobile service
• trust
• customer journey

Mentioned in this episode

Organizations: Dealer Retention Report

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