If you’ve ever tried to explain a brake rotor problem over the phone to a customer who swears their car “was driving fine yesterday,” you already know one universal truth of service: words alone rarely do the job. But video? Video changes everything.
At dealerships across North America, techs are discovering that a 30-second clip can simplify what a five-minute phone call never could. And customers—who are used to FaceTiming friends and watching how-to videos for everything—now expect the same clarity from their service department.
So let’s break down how to use video (and tools like Truvideo) to make complex mechanical issues easy, transparent, and trustworthy.
Why Video Works So Well in Auto Service
It makes the invisible visible
Mechanical issues are intimidating because most customers can’t actually see the problem. When a tech sends a video showing a worn belt or leaking gasket, suddenly the customer gets it.
I still remember a service manager telling me he used to spend half his day arguing about why a job was necessary. Once he adopted video, those conversations nearly disappeared. Customers simply trusted what they could see.
It builds transparency (and boosts approvals)
When customers feel informed—not pressured—they approve more work. Video isn’t a “sales tool.” It’s a clarity tool. And clarity builds confidence.
What to Include in a Great Tech Video
A great technician video isn’t a movie. It’s a clear, short walkthrough of exactly what the customer needs to know.
1. A friendly greeting
Start with something human and simple:
“Hey Sandra, it’s Mike from the service department. Just taking a quick look at your Corolla…”
It makes a huge difference.
2. A quick overview of what you’re inspecting
Set expectations:
“I’m checking your brakes, suspension, and any signs of fluid leaks.”
It helps customers understand the context before diving into specifics.
3. Clear visuals of the problem
Hold the camera steady and point directly at the issue. If the part moves, wiggle it gently. If there’s a leak, shine light on it.
Customers don’t need to be mechanics—they just need to see what’s wrong.
4. Simple, jargon-free explanations
Instead of saying:
“Your control arm bushings are delaminating.”
Try:
“These rubber parts here are cracking and separating, which causes vibration and uneven tire wear.”
If they understand the impact, they’ll understand the value.
5. A quick recommendation
End with clarity:
“So we recommend replacing these today while the vehicle is already in the shop.”
Short, direct, helpful.
When to Use Video (Hint: Almost Always)
Use video when:
- The repair is visually obvious
- The customer previously declined work
- The issue could become a safety concern
- You want to build trust with a new customer
- Someone dropped the car off after hours and needs context
Skip video when:
- The issue is purely diagnostic with nothing visible
- The vehicle is unsafe to run
- The sound cannot be picked up clearly
Even then, consider a brief verbal video explaining the steps you took. Customers appreciate the effort.
How Dealerships Use Video to Speed Up Approvals
One fixed ops director told me they cut their average approval time from 45 minutes to under 15 minutes after using technician videos. Customers stopped asking for extra explanations. They watched the clip, replied “Go ahead,” and went back to their day.
When paired with a platform like VenueVision’s TechVideos, you can send videos instantly, track views, and simplify communication by text—no phone tag required.
Final Thoughts
Video isn’t the future of auto service—it’s the present. And it’s the easiest way to turn complicated mechanical issues into simple, visual conversations customers appreciate and trust.
If you want to improve transparency, reduce back-and-forth, and close more repairs without the pressure, start using short, friendly, technician-shot videos today. Your customers will love it—and your advisors will, too.
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