The Power of Showing, Not Telling, in Auto Repair
When it comes to auto repair, communication can make or break the customer experience.
Too often, service advisors rely solely on words to explain what’s happening with a vehicle—long-winded descriptions, jargon-filled explanations, and assurances that “everything will be fine.” While well-intentioned, these explanations don’t always resonate with customers. People want to see the problem, not just hear about it. That’s where the power of showing, not telling, comes in.
At VenueVision, we’ve seen firsthand how visual tools like Tech Videos transform customer communication, build trust, and even improve retention. Let’s dive into why showing beats telling in auto repair, and how dealerships can leverage this strategy for maximum impact.
Why Words Alone Often Fall Short
Imagine this scenario: a customer drops off their vehicle for an oil change, and the service advisor notices a worn brake pad. They explain over the phone that the brake pads are dangerously thin and need immediate replacement. The customer nods politely, but inside, they’re thinking: “I trust this person, but I can’t see the issue. How bad could it really be?”
This is a common experience. Technical jargon like “rotor thickness below spec” or “fluid contamination detected” often leaves customers confused rather than reassured. When people don’t fully understand what’s happening with their vehicle, their confidence in the dealership decreases—and that can affect future service visits.
By showing rather than telling, dealerships give customers a visual, undeniable proof of what’s going on. Seeing the worn brake pad through a short video or photo removes doubt and establishes transparency.
The Rise of Tech Videos in Dealership Communication
Enter Tech Videos. These short, simple videos show the customer exactly what the technician sees under the hood. A quick recording of a frayed belt, a leaking hose, or a worn brake pad can instantly clarify the issue without confusing language. Many dealerships use platforms like TruVideo to make capturing and sending these videos seamless, ensuring customers get clear, professional visuals every time.
At one dealership we worked with, service advisors began sending Tech Videos to customers for every recommended repair…
Building Trust Through Transparency
One of the biggest hurdles in auto repair is trust. Customers often feel anxious about repair costs and uncertain about the necessity of recommended services. Showing them exactly what’s happening addresses both concerns.
For example, I recall a story from a dealership that used to struggle with explaining engine issues. Customers would drop off vehicles, leave with a vague understanding of the problem, and often call back with doubts or complaints. Once the dealership implemented Tech Videos, customers could see everything for themselves—oil leaks, worn timing chains, or loose components. Approval rates increased dramatically, and follow-up calls questioning the diagnosis nearly disappeared.
Showing creates accountability and demonstrates honesty. It’s difficult for customers to question a repair when they can see it firsthand.
Enhancing Customer Education
Tech Videos aren’t just about approvals—they’re an educational tool. Many customers are curious about how their vehicles work but don’t know where to start. A short, simple video can teach them about maintenance, parts, and the importance of certain repairs.
Think of it like giving a mini “behind-the-scenes” tour. One of our clients uses Tech Videos to show the differences between a worn brake pad and a new one, or to highlight the buildup on a dirty air filter. Customers often respond with gratitude: “I had no idea my car could wear like that!” Over time, these visual lessons empower customers to make informed decisions and care for their vehicles better.
Boosting Efficiency in the Service Lane
Implementing Tech Videos also streamlines communication between service advisors and technicians. Instead of repeating descriptions or scheduling extra calls, the advisor can quickly capture a video and send it to the customer. This saves time, reduces miscommunication, and helps the team work more efficiently.
One dealership even reported that showing issues via Tech Videos reduced the need for customers to sit in the waiting area while repairs were explained. Customers could review the video at home, approve necessary work digitally, and pick up their vehicle without any delays. Efficiency improved, and so did customer satisfaction.
Personalizing the Customer Experience
Another benefit of Tech Videos is that they add a personal touch to service interactions. Instead of a generic email or phone call, the customer receives a personalized video showing their own vehicle. This small gesture goes a long way in building loyalty and demonstrating that the dealership cares about their unique needs.
I remember a customer who received a Tech Video of a small coolant leak. The technician explained the issue while pointing it out on camera. The customer later mentioned that it felt like the technician was “right there with them,” which strengthened their trust and cemented their loyalty to that dealership.
Tips for Creating Effective Tech Videos
If you’re considering implementing Tech Videos in your dealership, here are some best practices:
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Keep it short: 30–60 seconds is usually enough to show the issue clearly.
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Use simple language: Avoid technical jargon—explain what the customer sees in plain terms.
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Highlight the problem: Use arrows, close-ups, or voiceovers to ensure the focus is clear.
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Send promptly: The faster the customer sees the video, the more effective it is.
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Follow up: Include next steps, recommendations, and a simple way to approve the repair.
By following these tips, dealerships can maximize the impact of Tech Videos and improve both customer satisfaction and service efficiency.
NOTE: Main image Depositphotos
