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5 Reasons Video WINS in the Service Lane

Aimi Gundersen

Aimi Gundersen

24 Jul, 2023
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If you are running a dealership or dealer group, it's always crucial to look for ways to enhance your customer relationships and increase revenue. One of the most effective ways to do so is by incorporating videos into your dealership's service department. It is now easier than ever to communicate with customers and drive sales through video. Take a look at how using video at the dealership can enhance relationships with customers and increase upsells from the service department.

Personalized Experience:

One of the most significant benefits of using video at the dealership is providing a personalized experience to your customers. By sending a real-time video message to a customer, you are being completely transparent with what is needed with the vehicle. It's also a perfect way to build rapport with a customer and gain their trust, which ultimately leads to increased upselling opportunities.

Improved Communication:

Communication is vital in any business, especially in the service department of a dealership. Videos can help improve communication between customers and service advisors by providing clarity and transparency in the repair process. With a video, service advisors can explain the repair process, show the customer what needs to be fixed, and even provide a visual estimate of the cost, all in a way that's easy to understand.

Increased Upsells:

Upselling is an effective way to increase revenue and profits for the dealership. Using video in the service department can help increase upsells by providing an opportunity to showcase additional services or products that the customer may need. For example, if a customer comes in for an oil change, a video can be sent to them showcasing additional services that they may need, like tire rotation or a battery test.

Building Trust:

Trust is essential in any business, especially in the highly competitive auto industry. With video, you can build trust with your customers by providing a transparent and honest experience. For example, a video can be sent to a customer showcasing a repair that's needed and explaining why it's necessary. By providing transparency and honesty, customers will be more likely to trust your dealership and come back for future service needs.


Lastly, using video at the dealership can help differentiate your business from the competition. In a world where customer experience is king, providing a personalized and transparent experience can set your dealership apart from others in the area. By building a reputation for exceptional service, honesty, and transparency, you'll create loyal customers that will continue to come back for years to come.


Using video at the dealership is a game-changer for enhancing customer relationships and increasing upsells from the service department. By providing a personalized experience, improving communication, increasing upsells, building trust, and differentiating your business, you'll create a reputation for exceptional service that will keep customers coming back for years to come. If you're not already using video in your service department, it's time to adapt to today's technology and stay ahead of the competition.