How Technician Videos Boost Repair Approvals and Revenue

Why 34% Of Customers Share Technician Videos Before Approving Repairs

Declined repairs cost service and parts departments thousands each month, yet many managers chase the decline instead of the cause. On the PartsEdge Podcast, Host Kaylee Felio and Joe Shaker, CEO of TruVideo explained why customers hesitate, how transparency changes outcomes, and how video supported processes can transform approval rates. Inventory and workflow matter, but communication determines whether the customer says yes.

Why Customers Decline Repairs

Joe Shaker pointed out that many managers are trained to chase declined repairs without asking two foundational questions: Was the repair clearly shown and was the process consistent. Customers often hear a quick description of an issue without seeing the part or understanding the reason behind the recommendation. Filters are a perfect example. They are mentioned often, but rarely shown clearly to the customer.

When the explanation is unclear, approval drops. When managers focus on the process that leads to the recommendation, results improve naturally.

Why Video Changes Approval Rates

When customers receive a technician video that shows the worn part and includes a clear narrative, declined repairs decrease and parts and labor revenue rise. Machine learning analysis revealed that when a filter is mentioned and shown, the take rate reaches 25% at $60 per job. This adds up significantly for especially for large dealer groups.

What makes video effective

• Customers see the actual condition of their parts
• Technicians provide simple, expert explanation
• Videos are shared with co decision makers at a rate of thirty four percent

How Process Grading Strengthens Results

Training is essential, yet maintaining consistent quality is a daily challenge. Joe Shaker explained how machine learning tools now grade technician videos to confirm whether recommendations are being shown and explained. Filters, brakes, tires, and other common items are checked automatically so managers can see what is truly happening in the lane.

This feedback loop allows managers to inspect what they expect, prevent drift in the process, and reinforce habits that keep approval rates strong.

Steps Parts and Service Managers Can Take Now

The episode outlined immediate steps that support higher clarity and stronger customer decisions.

Action steps

• Train technicians to show and explain every recommended repair
• Integrate video and messaging tools such as TruVideo
• Use AI and video grading to monitor consistency
• Repurpose declined repair videos for follow up and education

“If you do not present it well and do not show it transparently, you are going to chase failures.” — Joe Shaker