Service Is the Dealership: Don Hall’s Wake-Up Call for 2026

What if your service department isn’t being “outperformed”… but simply misunderstood? Don Hall argues that fixed ops is the real engine of the dealership, and the stores that treat it like an afterthought are quietly training customers (and technicians) to leave.

 

In this episode of Retention Roadmap, Bill Springer sits down with Don Hall, President & CEO of the Virginia Automobile Dealers Association (VADA), for a candid conversation about what’s holding dealership service departments back — and what to change heading into 2026. Don breaks down why service advisors are the “biggest salespeople” in the store, how employee turnover becomes a retention killer, and why post-warranty customers are the most critical to protect. They also dig into recalls and warranty work as major loyalty opportunities, and the policy battles dealers can’t afford to ignore.

 

What we discuss in the episode:

• Why senior leaders still underestimate fixed ops
• How facility quality and technician treatment directly impact hiring, retention, and customer experience
• The trust trap: why “trying to hit a home run” on one RO can cost you the next 10 visits
• How to sell the dealership advantage vs. quick lubes and independents
• Why recalls and warranty policy aren’t just “admin work”