Seeing is Believing: How Video Drives Customer Decisions

You’ve probably heard this before: “A picture is worth a thousand words.” But in today’s service drive, a video might be worth a thousand dollars in approved work. 

At Reynolds Retail Summit: Amplify 2025, we’re hosting a can’t-miss workshop titled “The Power of Video: Transforming MPI Reports into Sales Tools.” I’m excited to walk attendees through how videos transform the multi-point inspection process, improve customer trust, and drive measurable revenue.  

Here’s a sneak peek of what I’ll discuss and why it matters.  

Why Video Isn’t Optional Anymore 

Customers today don’t just want transparency — they expect it. According to a AAA study, 76 percent of customers believe their mechanic has recommended unnecessary services. This kind of skepticism directly affects the number of customers who approve recommended repairs. 

Now consider this: when customers receive a paper-only multi-point inspection, only 24 percent approve the work. When photos or videos are included, that number jumps to 51 percent.  

Video works because it builds trust. A printed MPI alone often doesn’t convey urgency or need. However, a video can bring the customer into the bay, letting them hear directly from the technician who inspected the vehicle. That level of personal connection helps customers better understand the importance of recommended repairs.  

With tools like Service Snap 2.0, this process becomes easy to integrate. Technicians can highlight issues using built-in features like noise reduction, closed captioning, and automatic video sending. It’s simple to use and helps eliminate the typical roadblocks that might hold a team back.  

Don’t Just Record a Video. Tell a Story.  

Recording a video is one thing. Recording a video that provides the “why” behind the recommendation helps the customer make a more informed decision, ultimately boosting your upsell rate. We’ll walk through best practices, including what types of repair orders benefit most from videos, how to prepare before recording, and why tone, lighting, and word choice all play a significant role. You’ll also learn how to use a “compliment sandwich” to reassure the customer while still highlighting important issues.  

Measuring Success with the Video Analysis Report  

It’s important to track any new process for improvement. That’s why we’ll also cover how to use the Video Analysis report to monitor performance. You’ll learn which technicians consistently take videos, which advisors send them, how often customers watch them, and how all of this affects sales.  

We’ll also share how dealerships have used insights from this report to launch contests and incentives to drive strong team buy-in.  

Join Us and Get Ready to Hit Record  

Join us for a session designed to provide actionable steps, whether you’re new to video or looking to enhance your current strategy. You’ll walk away with a comprehensive plan covering tools, training, adoption, and success metrics, along with examples of businesses that successfully integrated video into their process.  

By incorporating video, you can increase MPI approval rates, improve CSI scores, and offer a modern service experience that builds trust and transparency with your customers. I’m excited to see you at the workshop, where we’ll discuss how to hit record with purpose and make video a critical component of your service strategy. 

Reserve your spot today!  

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