Service Retention Study: How BG Products Helped Dealers Increase Retention by 32% with Rob Leary
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Service Retention Study: How BG Products Helped Dealers Increase Retention by 32% with Rob Leary
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概要
What if one simple decision in your service drive could boost customer retention by nearly a third?
That’s not a theory, that’s real data. And in this episode of the Fixed Ops Roundtable, I sit down with longtime friend of the show and industry heavyweight Rob Leary from BG Products to unpack a study that honestly stopped me in my tracks.
We’re talking real VIN-level data. Real dealerships. Real results. And insights every fixed ops leader needs to hear as they plan for the road ahead.
Rob breaks down the BG Service Retention Study, and more importantly, what it actually means for dealers today, not in a spreadsheet, but in the real world of service lanes, advisors, and customers who may or may not come back.
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What we discuss in this episode:
- Why BG analyzed data from 263 dealerships across virtually every OEM, and what stunned them when they saw the results
- How customers who purchased BG services showed 29–32% higher retention than those who didn’t
- The role digital menus, advisor consistency, and BG’s Lifetime Protection Plan play in keeping customers loyal
- How BG’s Hyper BI reporting tool is helping dealers uncover hundreds of thousands of dollars in parts and labor lift
- Why retention, not conquest, is the real profit multiplier (and what OEM and McKinsey data proves about it)
- How dealers should be thinking right now as they build their 2026 fixed ops strategy
This episode isn’t a sales pitch. It’s a data-backed conversation about why customers come back, what keeps them engaged, and how service departments can stop guessing and start executing with confidence.
If you care about retention, profitability, and making smarter decisions backed by real numbers, this episode is for you.
Listen to the episode featuring Rob Leary for even more insights!
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Thanks, Rob Leary
Connect with Ted Ings and the Fixed Ops Roundtable:
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- Ted Ings on LinkedIn
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