Rethinking Customer Convenience In The Ownership Journey with Ed Roberts

In this ASOTU CON 2025 session, Ed Roberts of Bozard Ford Lincoln joins host Austin Conroy on stage to discuss one of the most overlooked aspects of automotive retail: customer convenience during the ownership journey. Ed challenges the industry’s traditional approach to fixed ops, pointing out the stark contrast between the high-touch sales process and the often neglected service experience. He emphasizes the need to stop interrogating customers during scheduling and start welcoming them with open arms. Drawing analogies to OpenTable and Amazon, Ed makes a compelling case for simplifying online scheduling and shifting focus to customer-centric solutions.

The conversation dives deep into why most dealers unintentionally drive customers away by prioritizing internal ease over customer convenience. Ed shares how Bozard Ford is breaking the mold with practices like proactive mobile service and data-driven customer outreach. He envisions a future where service is as frictionless and reactive as ordering from your favorite online store, and where mobile operations blur the line between sales and service. If you're a dealer thinking about how to future-proof your service lane, this episode offers a roadmap packed with vision and realism.

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Timestamped Takeaways

0:00 Intro

0:10 Ed Roberts joins to discuss customer convenience

0:43 Sales gets focus, but ownership journey drives loyalty

1:48 Scheduling must be as simple as booking a dinner

3:16 Online service scheduling must reach 100% accessibility

4:47 We’ve built convenience for dealers, not customers

5:29 Dealerships must compete with national chains on access

6:54 Perception of inconvenience creates opportunity for competitors

8:21 Mobile service is the future of customer-centered convenience

11:27 Mobile service transitions into mobile sales strategy