What if improving customer retention had nothing to do with discounts, campaigns, or clever emails, and everything to do with your team? Before you worry about bringing customers back, ask yourself: Would you come back if the service advisor changes every six months?
In this episode, sponsored by DriveSure, Bill Springer sits down with Austin Conroy, Regional Fixed Ops Director at Rohrman Automotive Group and the creator behind the viral “Dealer Plate Guy” brand. Austin shares why employee retention is the overlooked foundation of customer loyalty and how empowering frontline teams can transform the service experience. He also dives into his journey building a 200K+ following on social media, the surprising ways it’s impacted hiring and culture, and his candid takes on trust, transparency, and what most dealerships still get wrong about tires.
What we discuss in the episode:
- Retention starts with employee stability
- Empowering advisors to make real-time decisions improves trust and speeds up service recovery
- Social media isn’t a distraction; it’s a leadership tool, culture booster, and recruiting magnet
- Dealerships must offer transparency and options in pricing
- Daily huddles are the foundation of communication, alignment, and execution
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