Most dealerships don’t lose customers years down the road, but at the very first oil change. That early defection is costing dealerships future service visits, tire sales, and even repeat vehicle purchases. The solution? Build retention into the customer’s journey from day one and invest in your culture and technology to keep both employees and customers engaged.
In this episode of Retention Roadmap, Bill Springer sits down with Robert Migliaccio, Service Director at Carter Myers Automotive, to explore the biggest retention challenges dealerships face today. Robert shares how CMA is tackling early defectors, why employee culture is a retention multiplier, and how tools like video MPIs and AI can boost transparency and trust. From tire sales to technician buy-in, Robert’s leadership philosophy blends process, culture, and technology into a practical roadmap for lasting loyalty.
Takeaways from this episode:
- Why the first service visit is the most critical retention touchpoint
- How employee culture directly shapes customer retention and CSI
- The role of video MPIs in driving trust, approvals, and higher RO value
- Tire sales as both a defection point and a retention opportunity
- Practical advice for new service managers looking to strengthen loyalty
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