Sharing video MPIs with customers can improve service department approval outcomes by nearly 30%. On today’s episode of Loyalty-Based Sales Strategies, Jen Suzuki, sales trainer and president of eDealer Solutions, shares how to create effective video multipoint inspections that build trust and help customers make decisions faster.
When technicians share videos MPIs with customers, they provide tangible, visual proof to justify service—not pressure. This approach builds trust, makes customer approvals easier and faster and boosts CSI scores and service drive efficiency.
Well-crafted videos should cover the key points. Today, Suzuki shares steps and techniques to create engaging and effective video MPIs.
"Preparation is what's going to help us create the clarity and the confidence with the customer."
Prepare before hitting record
Before jumping in and hitting record, technicians must slow down and take the time to prepare: thoroughly review the MPI report, organize the key points and make sure the shop is quiet.
Customers lose trust if the video is unorganized, long-winded or messy. Adequate preparation helps technicians produce a high-quality video that’s organized, professional and highlights every key point.
Make a strong first impression
There’s only one chance to make a first impression, and it’s essential to make it count. Start every video with a warm, professional introduction. Technicians should greet the customer by name before sharing their own name and title.
This might sound like: “Hello, Danielle. I’m Jen, a Master-certified technician, and I’m working on your 2020 Toyota Camry.”
Smile, speak with confidence and avoid sounding robotic. Customers can sense energy through the video, and those who carry themselves with confidence will be perceived as more competent.
Start with the good news
The key to creating a video that doesn’t alienate customers is to start with the good news first. Sharing the highlights draws them in and makes them feel good.
Show interest in the customer by tailoring the experience, including details from the check-in. For example, ask if a customer made it to work on time or comment on the favorite band they were wearing on their shirt.
This simple tactic personalizes the experience, makes customers feel seen and valued, and reduces defensiveness.
Use simple analogies to explain concerns
Once the good news has been shared, technicians can outline the areas of concern. Use simple analogies and avoid jargon that customers may not understand. Generative AI tools, such as ChatGPT, can help generate analogies or explanations of complex technical concepts for the everyday driver.
Some examples include:
- “Think of your brake pads like the soles of your shoes. When they get too thin, you start slipping.”
- “An oil leak is like a dripping faucet. It seems small at first, but it adds up and can cause serious damage.”
- “Your tires are like shoes. With only 20% tread left, it’s like running on bald sneakers.”
Show the problem visually
Technicians should always aim to show the problem rather than tell the customer about it. Move around with the camera and use tools, such as flashlights and gauges, to showcase the issue.
Comparisons, such as a new tire placed next to the customer’s worn tire, can help them understand why the service is being recommended.
This technique keeps the video dynamic and engaging. Be sure to use the pause function to avoid adding unnecessary footage and transitions that make the video drag.
Communicate the benefits clearly
When explaining issues to the customer, focus on the benefits of the service. Customers respond best to details about savings, reliability and safety.
Quick, effective statements include: “If we fix this now, it will help avoid bigger repairs later,” or “This keeps your car safe and reliable.”
Avoid scare tactics or negativity. Calm confidence wins over fermongering every single time.
Close with gratitude
Always close the video by expressing gratitude to the customer. It makes the customer feel valued and builds rapport.
“Thank you for bringing your vehicle to us. We appreciate you taking good care of your car and thank you for watching this video.”
Maximize trust and approvals with thoughtful video MPIs
Always open the video with a genuine greeting, share the good news, clearly showcase areas of concern and display gratitude before signing off. When a video MPI is thoughtfully created, it can quickly build customer trust, leading to faster approvals and higher CSI scores.
