Video Inspections Quietly Driving 40% ELR Spike in Service Bays | Auto Collabs

Dealers have been debating video inspections for years. Some stores dabble, some resist, and a few have gone all in. The numbers from those who commit are hard to ignore: effective labor rate (ELR) up 40 percent, dollars per RO up 70–100 percent, and CSI scores that follow suit.

That’s not a theory. That’s what master technician Curtis Gardner has seen firsthand.

“At first I didn’t want to do it,” Curtis admits. “But once I got comfortable, customers loved it. Approvals went up, CSI went up, and my hours followed.”

From Skeptic to Advocate

Curtis started with clunky iPods and shaky audio. “Not good quality, not good sound,” he recalls. Eventually his dealership allowed technicians to use their own phones. Curtis invested in a microphone, refined his script, and started showing his face at the start of every video.

The results were immediate: customers trusted him more, approvals climbed, and the once-intimidating task became second nature.

“It’s not in our toolbox, but it is a tool,” Curtis says. “Video lets us connect with customers in a way we never could before.”

Why Customers Respond

Most customers have never seen the underside of their car. When a technician calmly walks them through the good, then the concern, it feels personal and honest.

“Even if everything looks good, I start by showing that,” Curtis explains. “People appreciate knowing what’s working before they hear what needs fixing.”

That shift reframes the entire service conversation. Instead of an advisor relaying a tech’s notes, the customer hears it directly — and the sale feels less like a pitch, more like a report from their personal expert.

How Dealers Can Get Started

Plenty of fixed ops directors still hesitate. The objections are familiar: techs don’t want to be on camera, it slows down the process, the quality won’t be good enough. Curtis proves those excuses fade quickly once adoption sets in.

Here’s how dealers can roll out video inspections effectively:

1. Equip Techs Properly

Stop handing them outdated devices. Issue phone mounts, clip mics, and tripods where needed. Quality video builds credibility.

2. Standardize a Script

Keep it simple:

• Face-on intro (“Hi, I’m Curtis, your technician today”).
  

• Start with good news.
  

• Show the concern clearly, with a short explanation in plain language.
  

• Close with the recommended next step.
  

3. Audit and Recognize

Managers should review a small sample of videos weekly. Look for clarity, confidence, and customer-friendliness. Recognize the best performers in team meetings.

4. Track Metrics Publicly

Tie adoption to hard numbers: approvals, CSI, and hours flagged. Post leaderboards so techs see the connection between video quality and results.

5. Incentivize the Early Push

Offer short-term spiffs for consistency, but let long-term motivation come from improved paychecks as approvals rise.

The Bottom Line

Video inspections aren’t about flashy tech. They’re about making technicians visible and trustworthy. Dealers who implement them well are seeing big jumps in ELR, CSI, and customer loyalty.

Curtis sums it up best:

“Once you embrace it, you realize customers just want connection. Show them the truth, and they say yes.”

Dealers who keep waiting are leaving approvals — and trust — on the lift.