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…

Explore listener stats, chart rankings, contacts and more on the What the Fixed Ops?! (WTF?!) podcast page.