Page 32 - Summer 2024

Continued from page 31.

It provides detailed records.
When multiple inspection videos are performed on the same car (and in the same
way) over the course of a few years, the progression of wear on components is of
powerful value. While this is true for any vehicle that is properly maintained and
looked over by a qualified technician, the video now engages the customer. Most,
if not all, video MPI platforms keep records for a very long time. The service advisor
can have educated conversations with the customer about the progression of
wear on various components and there is no guesswork in the mix. Not sure what
the cabin filter looked like the time before last? “Let’s take a look at the video!”.
The same information available to the advisor is available to the customer. For
skeptical customers, this removes all doubt and solidifies the findings with visual
proof.

Many things we do in service departments were not always part of the process.
Each one started off as a competitive advantage and slowly became adopted
by every dealership. Services like loaner cars and pick-up services certainly
started off like so. Video multi-point inspections have not yet been adopted by all
dealerships and there is a very good chance that your competition is not doing it.
Don’t let them beat you to it! If your customer chooses to service elsewhere and
they don’t receive a video from the tech, chances are they will come right back to
you the next time for that added level of transparency. When it comes to this type
of customer service, we can’t regress. Take those 90 seconds, they just might be
worth a few thousand dollars.

Paul Dosescu has been in the automotive industry since 2011. He began his career as a sales
consultant but soon discovered his true passion, the service department. Paul led a successful
career in fixed operations, working his way up to Service Manager. His ability to consistently provide
32 customers with a superior service experience allowed Paul to earn several awards, including the

Customer Communication Award and the Service Elite Award. Paul earned both of these prestigious
awards for five consecutive years.

Paul joined American Financial & Automotive Service, Inc. in 2018 and is now the National Service
Trainer with the Automotive Training Academy by Assurant. Through extensive fixed operations
experience and knowledge within the luxury automotive market, Paul is able to guide dealerships on
how to provide the best customer service experience to a wide variety of customers.

www.maada.com