EPISODE 60
The Next Evolution of Video MPI
Featuring Guest Joe Shaker
Episode Description
Video inspections are becoming standard in dealership service departments. But simply sending a video is no longer enough. The next opportunity is making sure customers actually watch it, understand it, and see enough value in the experience to trust the recommendation and come back again.
In this episode, sponsored by DriveSure, Bill Springer welcomes back Joe Shaker, CEO and co-founder of TruVideo and owner of Shaker Auto Group, to explore how video MPI has evolved from an adoption challenge into an execution challenge. Joe shares what leading dealerships are doing to improve view rates and video quality, how better visual explanations can increase service approvals, and why transparency matters well beyond the current repair order. They also dig into new findings from DriveSure’s 2026 Dealership Service Retention Report, including the significant trust gap between customers who have experienced video inspections and those who have not, plus what AI-powered video quality scoring could mean for the next phase of fixed ops.
Takeaways from this episode:
- Why view rate matters more than send rate, and the advisor’s role in getting customers to actually watch technician videos
- How showing, explaining, and measuring items like tires and brakes can dramatically improve customer understanding and service approvals
- Why 66% of customers who have received a video inspection say it makes them more likely to trust recommended work
- How consistent video experiences can help dealerships build the kind of trust that drives long-term service retention
- What’s next for video MPI, from AI-powered quality scoring and object detection to visual intelligence and technician-focused tools
BILL SPRINGER
and president of Krex Inc.
Joe Shaker
CEO of Shaker Auto Group and Founder of TruVideo
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How to Become Your Customer’s First Call for Tires
Only about one-third of dealership service customers bought their last set of tires from the dealership. That’s not just a missed tire sale. Once a customer heads somewhere else for tires, that shop gets a shot at the rotations, alignments, brakes, maintenance, and repair work that comes next.
Turning Service Visits Into Future Vehicle Sales
Your next vehicle sale may already be sitting in the service drive. Yet while one-third of customers say they would be open to a sales conversation during a service visit, only 14% report that anyone actually starts one. The opportunity is not to pitch every customer who pulls into the lane. It’s to build a defined process that helps sales and service identify the right customers, start relevant conversations, and keep the relationship moving through the entire ownership cycle.
The Three Habits Behind High Service Retention
A dealership can deliver a great service visit and still lose the customer the next time around. That’s because retention isn’t won through one strong offer, one new tool, or even one memorable experience. Retention is built by making every part of the customer journey reinforce the next.