EPISODE 54
The Trust Gap Hiding in Your Multi-Point Inspections
Special Episode with Bill Springer
Episode Description
Most dealerships say they want to build trust in the service lane, but too many are sitting on one of the simplest tools for doing exactly that. Video inspections don’t just explain recommended work. They help customers see what you see, and that visibility can be the difference between hesitation and approval.
In this episode of Retention Roadmap, Bill Springer digs into new data from the 2026 Dealership Service Retention Report on video inspections, customer trust, RO approvals, and tire revenue. The numbers tell a clear story: customers who experience video inspections are more likely to trust the dealership, more likely to approve recommended work, and more likely to understand why tire service matters. Bill also connects the dots between video MPI usage and one of the biggest missed opportunities in fixed ops: the 30% of customers who still don’t know their dealership sells tires.
Takeaways from this episode:
- Why 56% of customers don’t know whether their dealership offers video inspections
- How video MPIs increase trust and repair order approvals, especially with younger customers
- Why tire awareness has not improved since 2020, and what that costs dealerships
- How video can turn invisible tire wear into a clear, trust-building sales moment
- Why dealerships should treat video inspections as a consistent process, not an occasional add-on
BILL SPRINGER
and president of Krex Inc.
Would you like to Be a guest on our podcast?
From 7 Vans to 2,300 ROs a Month
What happens when mobile service stops being an experiment and becomes one of your dealership’s biggest fixed ops channels? At Bozard Ford Lincoln, more than 2,300 mobile ROs in a single month still feels like just the beginning, especially when customers in the dealership’s own backyard still don’t know the service exists.
The Next Evolution of Video MPI
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.
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.