Beyond the Video MPI: 5 Ways Service Departments Build Trust
MPI videos are often the first way service teams start using video with customers. They’re quick, helpful, and they build trust fast. But video in the service lane isn’t just about documenting what’s wrong with a vehicle. It’s about showing customers they’re in good hands.
When people can see what’s happening, they’re more likely to understand the work, approve it, and feel confident in their decision. A quick MPI video can do all of that in seconds.
And that’s just the beginning.
Start With a Walkaround Inspection
Ever had a customer insist the dent or scratch happened after their service visit? Not fun.
Recording a walkaround inspection video when the vehicle arrives is a simple way to protect your team and set the tone for transparency. Whether it’s a dent, ding, or coffee stain, the footage shows it was already there. It saves time, avoids conflict, and keeps trust intact.
Simply Showing the Work
Imagine a customer just spent $1,400 on a new bumper and roof rack. Sure, they’ll see the improvements when they pick up the car, but where’s the wow? A quick before and after video gives them immediate peace of mind. It also gives them a chance to flag anything they want tweaked before they make the trip back to the dealership.
Plus, it’s a great way to show off your team’s quality work.
Put a Face to the Work
Customers don’t usually meet the technician working on their car, but a short selfie video can fix that.
Even a 10-second “Hi, I’m John. I’ll be servicing your vehicle today” adds a personal touch. It humanizes the experience and builds trust early on, even if the message is that simple. It also gives customers a face to connect with before hearing about any service or repair recommendations.
Most importantly, it makes your team feel approachable. And human.
Follow Up Without the Pressure
Just because a customer says “not today” to new brake pads or an oil change doesn’t mean “never.”
Following up with their original MPI video a week or two later keeps the conversation going without being pushy. A quick message like, “Hey Mr. Smith, just wanted to let you know your brake pads are still looking thin. Let us know if you’d like us to take care of it,” shows you’re paying attention and that you care about their car—not just the sale.
It’s low-pressure, easy to do, and helps you stay top of mind when they’re ready to book.
Be Helpful, Even When It’s Not a Repair
“How do I connect my phone to Bluetooth?”
“How do I lower the tailgate height for my garage?”
Instead of walking customers through these questions over the phone, or asking them to come back in, send them a quick helper video. It’s a small gesture, but it saves them time and shows that your team is there to help, not just to sell.
It may not lead to immediate revenue, but it builds long-term loyalty. When a real repair is needed, they’ll remember the dealership that made their life easier.
Video Builds Loyalty, Not Just Approvals
MPI videos are a great starting point, but they’re only one piece of what’s possible. When your service team uses video to educate, update, and connect with customers throughout the entire process, you’re not just communicating better—you’re building real loyalty.
A quick video turns a routine service visit into something personal. That’s what keeps people coming 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.
