When to Record a Service Video? Every Single Time

“When should I record a video?”

If you’re asking, the answer is simple: right now.

Early on, some dealerships tried to set rules around when to record an inspection video. Some only filmed big-ticket repairs or high-mileage vehicles. Others used stickers to mark if a video was “worth it.”

But here’s the truth: every visit matters to the customer. And more importantly, every video is an opportunity to build trust, transparency and long-term loyalty.

Why We Record Every Customer-Facing RO

If there’s a customer-facing repair order, take an inspection video. That means if there’s a customer pay (CP), warranty (W) line item on it, record a video. No gray areas. No “does this one count?” moments.

It removes the guesswork. It doesn’t matter how old the car is or how small the issue may seem, take a video every time.

What if the Car’s Practically Brand New?

Say a car comes in with 5,000 miles on the odometer. The tires are pristine. The air filters are clean. The brakes are fresh. Everything’s green.

Do you still record a video? Absolutely.

Because it’s not just about what you’re showing, it’s about setting an expectation. Every time a customer brings their car in for inspection, they’ll receive a video. And when they come back again, they’ll see the progression. They’ll see the tires wearing, the brake pads getting thinner, and the air filter going from white to “what is that?”

Now they’ll have visual context. They’ve seen things go from green to yellow to red. So when it’s time for a repair, they’re not surprised. They’re informed.

What about Waiters?

Even if the customer is sitting in your lounge, coffee in hand, and watching muted news, you should still take the time to record the video.

You might think, “I’ll just walk them back to the service bay.” But how often does that really happen?

In most shops, safety rules limit access to the surface bay. And even when the customer is physically there, the person approving the repair often isn’t. Research shows that the decision-maker is often not the person bringing the car in for service, so it’s vital that the inspection results are easily shareable. Maybe it’s a spouse, a parent, a friend, and they need to see the video before greenlighting the work.

Plus, customers tend to watch service videos more than once. On average, they watch them twice. If the issue needs some thought, they’ll watch again. You can’t rewind a face-to-face conversation. A video? That’s easy.

What about Recalls?

Recalls are often the first time a customer has stepped back into the dealership in awhile. In fact, 70% of customers defect from the dealership after their warranty ends.

That makes recall visits your best shot to win them back. A quick inspection video is your moment to show them what they’ve been missing.It’s a chance to highlight your team’s professionalism, transparency, and care.

Make it count. Let the video speak for your team.

Consistency is Everything

Recording every time isn’t just about trust, it’s about building habits.

Technicians and advisors stay in rhythm when there are no expectations. No debates. No missed opportunities. If it’s customer facing, record the video. Every single time.

Bottom Line?

Don’t overthink it. Just press record. Because when the customer sees the work, they trust the work. And when they trust you, they come back.

Interested in Learning More?

For more insights into what we’ve learned along with details about how to film and narrate inspection videos and overcome barriers to successful implementation, order a copy of our comprehensive book The Ultimate Guide to Inspection Videos.