What if your service department could turn skeptics into lifelong customers with one simple tool? Video multi-point inspections are revolutionizing how dealerships build trust, showing customers exactly what’s happening with their cars.
Zach Roberts, Service Director at Manly Automotive Group, describes trust as the foundation of customer retention. “Everything we do, we’re going to show it,” he says. “The customer sees us, and their guard goes down because they start realizing, ‘Okay, everything here is transparent.’”
This philosophy forms the backbone of every successful service interaction for them. We recently had Roberts on the Retention Roadmap podcast, where we discussed trust and transparency at dealerships. Let’s go over some of the things we talked about.
Why trust and transparency matter in dealership service departments
For years, dealerships have faced a common stigma: the perception that they prioritize profits over their customers’ best interests. This has made trust a scarce commodity in many service departments. Customers often enter service bays on guard, expecting upselling or unnecessary repairs.
By adopting transparent practices, dealerships have a powerful opportunity to shift this narrative. Showing—not just telling—customers what’s happening with their vehicles helps break down barriers. When customers feel informed and involved, they’re more likely to trust the dealership and return for future services.
Building trust with video multi-point inspections
Video multi-point inspections (MPIs) are exactly what they sound like—short videos that show customers the condition of their car. Instead of just telling someone their brakes are worn or their tires need replacing, the technician records a video explaining it, showing the parts, and even pointing out wear with easy-to-read tools. Customers see the proof, and they feel confident in what they’re being told.
How to roll it out without the headaches
If you’re thinking about adding video MPIs, don’t try to get your whole team on board all at once. Zach Roberts recommends starting with your younger, tech-savvy technicians. They’re already comfortable with tools like YouTube and smartphones, so the learning curve is smaller. Once they’re up and running, others will see the process in action and feel more comfortable joining in.
Elements of a successful video MPI
It’s all about consistency. A good video should:
- Start by showing the customer’s license plate to confirm it’s their car.
- Highlight key issues (like brakes or tires) with visual aids, so customers aren’t left guessing.
- Be clear and personal, with the technician introducing themselves by name or even showing their face.
This keeps things professional and ensures every customer gets the same high-quality experience.
Building trust through transparency
Why videos work for building trust
Showing is always better than telling. Video MPIs let customers see exactly what the technician sees, which means they can make decisions based on real evidence, not just a verbal explanation. When someone sees their tire tread or brake pads in a video, they know it’s real—and they know you’re not just trying to pad the bill.
The feedback on video MPIs is overwhelmingly positive. Customers talk about it in reviews and surveys, saying how much they appreciate being able to see their car’s condition for themselves. For many, it’s a game-changer that makes them feel confident coming back.
Trust turns into loyalty
When you’re upfront and clear about what’s happening with their car, customers notice. They trust you more, and they’re more likely to stick around for future services. Plus, when they know you’re not pushing unnecessary repairs, they’re quicker to approve the ones they really need. It’s a win-win.
How video inspections make operations smoother
Helping your bottom line
Let’s get to the point—video MPIs (multi-point inspections) bring in more money and make your team’s work more efficient. At Manly Automotive Group, video inspections bumped their average repair order (RO) hours from 1.75–1.8 to 2.1–2.5. That’s a huge difference when you’re handling 80 to 100 cars a day.
The secret? Paying technicians to create videos. Sure, it’s an upfront cost, but the return on investment speaks for itself. When techs know they’re getting paid, they put in the effort to make those videos top-notch, and customers respond to the quality.
Making life easier for Service Advisors
Video MPIs aren’t just about technicians—they make things way easier for service advisors too. Instead of fumbling through technical explanations, advisors can point to a clear, detailed video. It’s a huge confidence boost, especially for those who don’t come from a car background.
At Manly Automotive, this approach turned advisors into better communicators and helped customers trust the process. The result? Faster decisions and more satisfied customers.
Keeping customers coming back
The first service visit is where you win (or lose) a customer for good. That’s why Manly Automotive ties free maintenance programs, like Honda’s Service Pass, to video MPIs. Even if it’s a simple oil change, the video creates an impression of transparency and professionalism that keeps customers coming back for more.
So how else can you keep customers coming back?
Getting customers to think of you for tires
Let’s face it: most people don’t think of dealerships when they need tires. And that’s a missed opportunity since tires are a big reason customers leave for other service providers. Manly Automotive fixes this by offering deals like “buy three, get one for $1” year-round. These offers stack up well against big retailers like Costco, so customers know they’re getting a fair price without shopping around.
How video MPIs help sell tires
Videos are a great way to make the case for new tires. Technicians can use easy-to-read gauges to show customers exactly how worn their tires are. When customers see it for themselves—tread depths, color-coded gauges, the works—it’s easier for them to say yes to new tires. No hard sell required.
Adding more value with DriveSure
Manly doesn’t stop at competitive pricing—they bundle in DriveSure benefits for vehicle owners, like free roadside assistance. It’s an extra layer of value that makes customers feel like they’re getting more for their money. And when customers feel taken care of, they’re more likely to stick with you for the long haul.
Taking video inspections beyond the service lane
At Manly, they record pre-repair inspections of used vehicles and share those videos with buyers. It’s a transparent way to show customers exactly what they’re getting, including what repairs were done. Most customers don’t even feel the need to get a second opinion after watching the video.
Bringing transparency to online listings
Manly is working on connecting these inspection videos directly to their online car listings. Imagine shopping for a car online and being able to click a link to see its full inspection. That kind of transparency builds confidence for remote buyers and gives your dealership an edge over competitors.
Winning over out-of-town buyers
For customers shopping from a distance, videos make a huge difference. Whether it’s showing the car’s undercarriage or confirming it’s in great shape, video inspections make remote purchases feel more secure. It’s all about making things easier and more trustworthy for your customers.
By putting transparency front and center, dealerships are proving that proactive honesty isn’t just good for relationships—it’s good for business. Whether it’s selling tires, servicing vehicles, or boosting used car sales, video MPIs are proving to be a great tool for building trust.
Get more actionable insights into customer retention—download DriveSure’s 2023 Dealership Service Retention Report.
What keeps customers coming back to your dealership?
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