Technicians are becoming the new face of dealerships, and transparency is changing how customers view service. In today’s episode of Service Drive, Curtis Gardner, Audi master technician, shares how he uses video inspections to build trust, boost service approvals, and connect with customers.
Gardner has spent the past three to four years integrating video inspections into the service process. Using phone and tablet recordings, he shows customers exactly what is happening with their vehicles. From brake conditions to fluid leaks and suspension concerns, he captures every detail, providing customers with a high level of insight they rarely receive in traditional service interactions.
Video inspections are now mandated across all Audi dealerships. Gardner says that the quality and personal touch in each video sets him apart. By showing the underside of a car, brakes, or engine components, he builds trust and helps customers make informed decisions. His approach has increased service approvals and boosted customer satisfaction scores, directly benefiting dealership performance.
"It allows me to connect more with customers... [So they can] meet the technician and meet the person behind the wrenches."
Outside the service bay, Gardner has begun sharing his work on social media. In less than a year, he has built a following by highlighting the technician side of the industry. He aims to create a personal brand that demonstrates efficiency, transparency, and professionalism while inspiring other technicians. He acknowledges the challenges of social media, including dealing with negativity and trolls, but values connecting with those genuinely interested in learning from his process.
The industry is facing a major technician shortage, with NADA estimating that dealerships will need 75,000 new technicians in the next 12 months. Gardner believes effective recruitment requires clear career paths and positive training programs that show prospective technicians long-term growth opportunities. Many of today’s dealership leaders began as technicians, and he stresses that this firsthand experience is essential for successfully managing service departments and mentoring new talent.
Looking ahead, he plans to continue helping technicians, whether from within a dealership or through his own shop. He believes authenticity and consistency are key for anyone looking to build an online presence or enhance customer engagement. His advice is simple: start producing content early, focus on clarity and transparency, and stay true to one’s professional identity.
With school season driving higher service volumes, he sees his work as a foundation for broader influence in the automotive service world. By combining technical expertise, transparency, and social media engagement, he is shaping a new model for how technicians can interact with customers and build value for themselves and their dealerships.
