What builds real loyalty in today’s service lane? It’s not flashy tech. It’s trust. And that starts the moment a customer steps out of their car. Want to make customers come back again and again? Teach your advisors to become “my mechanic.”
In this episode, sponsored by DriveSure, Bill talks with Ron Maki, a fixed ops leader with nearly four decades in the industry, including corporate leadership roles at Volkswagen of America. Ron shares practical, memorable strategies that blend people-first communication with smart use of technology like video MPIs and OEM apps. If you’ve ever wondered how to maintain a more human approach to retention in a tech-heavy world, this conversation is your roadmap.
What we discuss in the episode:
- Why “my mechanic” trust is still the foundation of service retention
- How to use video MPIs the right way (and avoid common mistakes)
- What most dealerships get wrong about OEM app adoption
- How to hand off customers from sales to service without dropping the ball
- The small advisor habits that make a big retention impact
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