{"id":2660,"date":"2026-06-09T01:02:59","date_gmt":"2026-06-09T01:02:59","guid":{"rendered":"https:\/\/www.tvi-mp3.com\/blog\/?post_type=tvi_insight&#038;p=2660"},"modified":"2026-06-09T01:03:00","modified_gmt":"2026-06-09T01:03:00","slug":"why-some-service-departments-resist-video-mpi","status":"publish","type":"tvi_insight","link":"https:\/\/www.tvi-mp3.com\/blog\/insights\/why-some-service-departments-resist-video-mpi\/","title":{"rendered":"Why Some Service Departments Resist Video MPI"},"content":{"rendered":"\n<p>Most dealership leaders understand the promise of video multi-point inspections (MPI) by now.<\/p>\n\n\n\n<p>Customers want transparency. Advisors need better tools to explain recommendations. Service departments are looking for ways to improve approvals, retention, and trust. And fixed ops leaders continue searching for opportunities to increase profitability while delivering a better experience.<\/p>\n\n\n\n<p>The technology exists. The benefits are widely discussed. Yet many dealerships still struggle to consistently embrace video MPI as part of everyday operations.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" width=\"1024\" height=\"683\" src=\"https:\/\/www.tvi-mp3.com\/blog\/wp-content\/uploads\/2026\/06\/service-departments-resist-video-MPI-1024x683.png\" alt=\"Why Some Service Departments Resist Video MPI\" class=\"wp-image-2661\" srcset=\"https:\/\/www.tvi-mp3.com\/blog\/wp-content\/uploads\/2026\/06\/service-departments-resist-video-MPI-1024x683.png 1024w, https:\/\/www.tvi-mp3.com\/blog\/wp-content\/uploads\/2026\/06\/service-departments-resist-video-MPI-300x200.png 300w, https:\/\/www.tvi-mp3.com\/blog\/wp-content\/uploads\/2026\/06\/service-departments-resist-video-MPI-768x512.png 768w, https:\/\/www.tvi-mp3.com\/blog\/wp-content\/uploads\/2026\/06\/service-departments-resist-video-MPI-1536x1024.png 1536w, https:\/\/www.tvi-mp3.com\/blog\/wp-content\/uploads\/2026\/06\/service-departments-resist-video-MPI.png 1800w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>Why? Because implementing software is relatively easy, but changing behavior is much harder.<\/p>\n\n\n\n<p>In a <a href=\"https:\/\/news.dealershipguy.com\/p\/arkansas-dealer-christian-crain-is-fixing-weak-video-mpi-execution\">Dealership Guy<\/a> article, Christian Crain, VP of Operations at Crain Automotive, points out the resistance: \u201cWe had an issue where the advisors didn&#8217;t see the value\u2026 I mean, they should have because it was going to increase their hours per RO.\u201d<\/p>\n\n\n\n<p>For some stores, technician participation remains inconsistent. Others struggle with advisor follow-through. Some have introduced video MPI but never integrated it into a larger communication process. And in many cases, leadership expectations around usage remain unclear.<\/p>\n\n\n\n<p>The result? Video MPI becomes another tool in the stack rather than a strategy for improving customer communication.<\/p>\n\n\n\n<p>That distinction matters because customers rarely judge dealerships based solely on recommendations; they judge them based on whether those recommendations feel credible, understandable, and trustworthy.<\/p>\n\n\n\n<h2><strong>A Video MPI Isn\u2019t Just About Showing Problems. It\u2019s About Building Trust.<\/strong><\/h2>\n\n\n\n<p>Dealerships often frame video MPI as a technology initiative, but customers experience it differently: to them, a thoughtful video can feel like transparency. Education. Proof.<\/p>\n\n\n\n<p>A technician who takes the time to explain service needs\u2014rather than simply recommending add-ons\u2014can shift how customers perceive the relationship.<\/p>\n\n\n\n<p>As <strong>Bruce Daugherty, President &amp; Owner of ADO Consulting<\/strong>, shared during the <strong>TVI MarketPro3 YouTube episode, <\/strong><a href=\"https:\/\/www.youtube.com\/watch?v=mebSOPnmk_M\"><strong><em>How Smart Dealers Are Winning with Fixed Ops Marketing Right Now<\/em><\/strong><strong>,<\/strong><\/a><\/p>\n\n\n\n<p>\u201cYou&#8217;re developing a friendship with that customer. If they&#8217;ll watch a video and they believe that you&#8217;re trustworthy, honest, and you&#8217;re imparting good information, then they&#8217;re going to watch every video you send them.\u201d<\/p>\n\n\n\n<p>He continued:<\/p>\n\n\n\n<p>\u201cThose people will pay you a profit\u2026 if they believe in you. So a video is a great way to establish the relationship.\u201d<\/p>\n\n\n\n<p>Notice what he emphasizes: Not software. Not technology. <strong>Trust.<\/strong><\/p>\n\n\n\n<p>Because trust is often what drives approvals.<\/p>\n\n\n\n<h2><strong>Why Some Service Departments Resist Video MPI Adoption<\/strong><\/h2>\n\n\n\n<p>Resistance rarely comes from one issue. More often, it comes from layers of operational friction.<\/p>\n\n\n\n<h3><strong>Technician Pushback: \u201cThis Takes Too Long.\u201d<\/strong><\/h3>\n\n\n\n<p>One of the most common objections is efficiency.<\/p>\n\n\n\n<p>Technicians may believe recording videos interrupts workflow or slows productivity.<\/p>\n\n\n\n<p>Leadership then faces an important question: Is a video MPI truly slowing operations, or has the process never been optimized?<\/p>\n\n\n\n<h3><strong>Lack of Accountability<\/strong><\/h3>\n\n\n\n<p>If participation isn\u2019t measured, consistency often suffers. What gets discussed occasionally becomes optional, and what gets tracked tends to improve.<\/p>\n\n\n\n<h3><strong>Weak Process Integration<\/strong><\/h3>\n\n\n\n<p>Video MPI can\u2019t succeed in isolation. Its impact diminishes if:<\/p>\n\n\n\n<ul><li>Advisors aren\u2019t referencing videos during conversations<\/li><li>Recommendations remain generic<\/li><li>Videos are sent without explanation<\/li><\/ul>\n\n\n\n<h3><strong>Leadership Inconsistency<\/strong><\/h3>\n\n\n\n<p>Employees tend to mirror expectations.<\/p>\n\n\n\n<p>If managers only occasionally treat video MPI as important, adoption becomes uneven.<\/p>\n\n\n\n<h2><strong>The Advisor Still Matters<\/strong><\/h2>\n\n\n\n<p>Video doesn\u2019t replace communication; it strengthens it.<\/p>\n\n\n\n<p>Customers don\u2019t simply need evidence. As Daugherty explains, they need understanding:<\/p>\n\n\n\n<p>\u201c90% of the time, it&#8217;s advisors. 90% of the time, it&#8217;s poor communication. So that&#8217;s where, if that same [advisor]walked out with a video of the leak and said, \u2018Sir, I&#8217;m sure you&#8217;ve seen the drops in your garage and on the driveway, and let me show you a video as to why. And then I&#8217;ll explain what we&#8217;ve got to do to fix it and why it&#8217;s going to be better for your car.\u2019\u201d<\/p>\n\n\n\n<p>Then he added:<\/p>\n\n\n\n<p>\u201cIf you do it that way, you&#8217;re going to sell the work 80% of the time.\u201d<\/p>\n\n\n\n<p>It isn\u2019t just about creating more videos. It\u2019s about creating better communication.<\/p>\n\n\n\n<h2><strong>Video MPI May Influence More Than Immediate Approvals<\/strong><\/h2>\n\n\n\n<p>The strongest dealerships understand that customer communication doesn\u2019t end when work is declined.<\/p>\n\n\n\n<p>Video can also support retention, follow-up, and future appointments.<\/p>\n\n\n\n<p>In the TVI article <a href=\"https:\/\/www.tvi-mp3.com\/blog\/insights\/winning-back-lost-service-customers\/\"><strong><em>Winning Back Lost Service Customers: Where Strategy Meets Execution<\/em><\/strong><\/a><strong>,<\/strong> Joe Pistilli, Customer Success Director at TVI Unotifi, shared:<\/p>\n\n\n\n<p>\u201cBeing able to follow up with a customer due to a decline and give them informational videos\u2026 is key. We can bring 10% of the customers back that declined originally with a good informational video.\u201d<\/p>\n\n\n\n<p>That insight highlights something important: Video isn\u2019t only about selling today\u2019s recommendation. It may influence whether customers return tomorrow.<\/p>\n\n\n\n<h2><strong>More Adoption Isn\u2019t Automatically Better<\/strong><\/h2>\n\n\n\n<p>This conversation shouldn\u2019t become:<\/p>\n\n\n\n<p><strong>100% participation = success<\/strong><\/p>\n\n\n\n<p>Because rushed videos don\u2019t build trust. Low-quality explanations don\u2019t improve understanding. Poor communication doesn\u2019t strengthen relationships. The goal isn\u2019t merely adoption. The goal is:<\/p>\n\n\n\n<p><strong>Consistent adoption + quality + advisor engagement + process alignment<\/strong><\/p>\n\n\n\n<p>That combination creates stronger experiences.<\/p>\n\n\n\n<h2><strong>Questions Fixed Ops Leaders Should Be Asking<\/strong><\/h2>\n\n\n\n<p>Instead of asking:<\/p>\n\n\n\n<p><em>&#8220;Do we have video MPI?&#8221;<\/em><\/p>\n\n\n\n<p>Ask:<\/p>\n\n\n\n<ul><li>Are technicians consistently using it?<\/li><li>Are advisors incorporating videos into conversations?<\/li><li>Are customers actually viewing videos?<\/li><li>Do approval rates improve when videos are used?<\/li><li>Is customer satisfaction increasing?<\/li><li>Are declined services decreasing?<\/li><li>Is video MPI measured as a KPI?<\/li><li>Does leadership reinforce expectations consistently?<\/li><\/ul>\n\n\n\n<p>Because implementation isn\u2019t the finish line. Behavior change is.<\/p>\n\n\n\n<h2><strong>Final Thought: Video MPI Isn\u2019t a Technology Initiative<\/strong><\/h2>\n\n\n\n<p>Dealerships that are seeing the greatest impact from video MPI may not have the latest software.<\/p>\n\n\n\n<p>They may simply have stronger processes, clearer expectations, better communication, and a commitment to making transparency part of the customer experience.<\/p>\n\n\n\n<p><strong>Because at its core:<\/strong><\/p>\n\n\n\n<p>Video MPI isn\u2019t about recording inspections. It\u2019s about helping customers understand, trust, and move forward confidently, and that\u2019s exactly why some service departments are still stiff-arming it.<\/p>\n\n\n\n<p>Not because the technology lacks value, but because adopting tools is easier than changing habits.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Most dealership leaders understand the promise of video multi-point inspections (MPI) by now. Customers want transparency. Advisors need better tools to explain recommendations. Service departments are looking for ways to improve approvals, retention, and trust. And fixed ops leaders continue searching for opportunities to increase profitability while delivering a better experience. The technology exists. The [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":2661,"template":"","tvi_insight_category":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v16.0.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<meta name=\"description\" content=\"Discover why some service departments resist video MPI and how video improves communication, trust, and process alignment.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.tvi-mp3.com\/blog\/insights\/why-some-service-departments-resist-video-mpi\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Why Some Service Departments Resist Video MPI | TVI MarketPro3\" \/>\n<meta property=\"og:description\" content=\"Discover why some service departments resist video MPI and how video improves communication, trust, and process alignment.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.tvi-mp3.com\/blog\/insights\/why-some-service-departments-resist-video-mpi\/\" \/>\n<meta property=\"og:site_name\" content=\"TVI MarketPro3\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/TVIMarketPro3\" \/>\n<meta property=\"article:modified_time\" content=\"2026-06-09T01:03:00+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.tvi-mp3.com\/blog\/wp-content\/uploads\/2026\/06\/service-departments-resist-video-MPI-1024x683.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1024\" \/>\n\t<meta property=\"og:image:height\" content=\"683\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\">\n\t<meta name=\"twitter:data1\" content=\"5 minutes\">\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.tvi-mp3.com\/blog\/#organization\",\"name\":\"TVI Inc\",\"url\":\"https:\/\/www.tvi-mp3.com\/blog\/\",\"sameAs\":[\"https:\/\/www.facebook.com\/TVIMarketPro3\",\"https:\/\/www.instagram.com\/tvi_marketpro3\/\",\"https:\/\/www.linkedin.com\/company\/35539065\",\"https:\/\/www.youtube.com\/channel\/UCz9rLJd3oAs28FZOdT48J5A\"],\"logo\":{\"@type\":\"ImageObject\",\"@id\":\"https:\/\/www.tvi-mp3.com\/blog\/#logo\",\"inLanguage\":\"en-US\",\"url\":\"https:\/\/www.tvi-mp3.com\/blog\/wp-content\/uploads\/2020\/12\/lockup.svg\",\"caption\":\"TVI Inc\"},\"image\":{\"@id\":\"https:\/\/www.tvi-mp3.com\/blog\/#logo\"}},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.tvi-mp3.com\/blog\/#website\",\"url\":\"https:\/\/www.tvi-mp3.com\/blog\/\",\"name\":\"TVI MarketPro3\",\"description\":\"Blog\",\"publisher\":{\"@id\":\"https:\/\/www.tvi-mp3.com\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":\"https:\/\/www.tvi-mp3.com\/blog\/?s={search_term_string}\",\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"ImageObject\",\"@id\":\"https:\/\/www.tvi-mp3.com\/blog\/insights\/why-some-service-departments-resist-video-mpi\/#primaryimage\",\"inLanguage\":\"en-US\",\"url\":\"https:\/\/www.tvi-mp3.com\/blog\/wp-content\/uploads\/2026\/06\/service-departments-resist-video-MPI.png\",\"width\":1800,\"height\":1200,\"caption\":\"Why Some Service Departments Resist Video MPI\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.tvi-mp3.com\/blog\/insights\/why-some-service-departments-resist-video-mpi\/#webpage\",\"url\":\"https:\/\/www.tvi-mp3.com\/blog\/insights\/why-some-service-departments-resist-video-mpi\/\",\"name\":\"Why Some Service Departments Resist Video MPI | TVI MarketPro3\",\"isPartOf\":{\"@id\":\"https:\/\/www.tvi-mp3.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.tvi-mp3.com\/blog\/insights\/why-some-service-departments-resist-video-mpi\/#primaryimage\"},\"datePublished\":\"2026-06-09T01:02:59+00:00\",\"dateModified\":\"2026-06-09T01:03:00+00:00\",\"description\":\"Discover why some service departments resist video MPI and how video improves communication, trust, and process alignment.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.tvi-mp3.com\/blog\/insights\/why-some-service-departments-resist-video-mpi\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.tvi-mp3.com\/blog\/insights\/why-some-service-departments-resist-video-mpi\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.tvi-mp3.com\/blog\/insights\/why-some-service-departments-resist-video-mpi\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"item\":{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.tvi-mp3.com\/blog\/\",\"url\":\"https:\/\/www.tvi-mp3.com\/blog\/\",\"name\":\"Home\"}},{\"@type\":\"ListItem\",\"position\":2,\"item\":{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.tvi-mp3.com\/blog\/insights\/\",\"url\":\"https:\/\/www.tvi-mp3.com\/blog\/insights\/\",\"name\":\"Insights\"}},{\"@type\":\"ListItem\",\"position\":3,\"item\":{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.tvi-mp3.com\/blog\/insights\/why-some-service-departments-resist-video-mpi\/\",\"url\":\"https:\/\/www.tvi-mp3.com\/blog\/insights\/why-some-service-departments-resist-video-mpi\/\",\"name\":\"Why Some Service Departments Resist Video MPI\"}}]}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","_links":{"self":[{"href":"https:\/\/www.tvi-mp3.com\/blog\/wp-json\/wp\/v2\/tvi_insight\/2660"}],"collection":[{"href":"https:\/\/www.tvi-mp3.com\/blog\/wp-json\/wp\/v2\/tvi_insight"}],"about":[{"href":"https:\/\/www.tvi-mp3.com\/blog\/wp-json\/wp\/v2\/types\/tvi_insight"}],"author":[{"embeddable":true,"href":"https:\/\/www.tvi-mp3.com\/blog\/wp-json\/wp\/v2\/users\/2"}],"version-history":[{"count":1,"href":"https:\/\/www.tvi-mp3.com\/blog\/wp-json\/wp\/v2\/tvi_insight\/2660\/revisions"}],"predecessor-version":[{"id":2662,"href":"https:\/\/www.tvi-mp3.com\/blog\/wp-json\/wp\/v2\/tvi_insight\/2660\/revisions\/2662"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.tvi-mp3.com\/blog\/wp-json\/wp\/v2\/media\/2661"}],"wp:attachment":[{"href":"https:\/\/www.tvi-mp3.com\/blog\/wp-json\/wp\/v2\/media?parent=2660"}],"wp:term":[{"taxonomy":"tvi_insight_category","embeddable":true,"href":"https:\/\/www.tvi-mp3.com\/blog\/wp-json\/wp\/v2\/tvi_insight_category?post=2660"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}