Customers often find it hard to trust the service advice given by dealership staff, especially if they can’t see the issues themselves; as a result, they frequently decline recommended services. On today’s episode of Service Drive, Tom Druzynski, director of service operations at West Herr Automotive Group, joins us to share how his group is using video multi-point inspections (MPIs) to give customers a clear view of their vehicle’s condition, improve repair approvals, and build long-term trust.
According to Druzynski, West Herr equipped its 650 technicians with iPhones to record videos paired with electronic MPIs, allowing customers to see firsthand what repairs are needed, or, in some cases, that no work is required. He notes that videos are delivered via text or email, making it easy for customers to review and share with family members or trusted advisors.
“Video is the perfect way to bridge the gap and to show that customer, ‘hey, listen, we just report the news,’ right? That's what we do in service. We don't spin it any direction."
Internal operations have also seen significant improvements as used-car managers can now swiftly assess vehicle conditions, including undercarriages subjected to harsh winter conditions. This capability helps prioritize inventory and streamline workflows.
At first, some technicians were resistant to the new process, expressing concerns about additional workload and requesting compensation. However, the advantages became clear very quickly. There was an increase in hours on repair orders, higher closing percentages, and faster approvals. Druzynski notes that video inspections have now become a standard practice throughout the service department.
Additionally, advisors receive guidance on effectively presenting videos, as the group collaborates with local colleges to integrate video MPI techniques into automotive programs, ensuring that technicians entering the industry are well-prepared to utilize the technology.
However, the shift comes as manufacturers, including Mazda and Audi, are beginning to require video documentation in their service programs, signaling broader industry adoption.
For dealers, video MPIs offer measurable advantages: increased service revenue, improved customer confidence, and enhanced efficiency. Druzynski said the investment in smartphones and training pays for itself quickly through higher repair order volume and faster approvals.
