How to Increase RO Approval

The customer on the other end hears “blah blah blah, fifteen hundred dollars” and says the four words that kill your RO.

“Let me think about it.”

We all know that’s a “no.” This is a classic case of declined service that costs you revenue.

It’s not your advisor’s fault. It’s the process. Trying to sell a complex repair over the phone is a losing battle. It creates mistrust and decreases approved work. But what if there was a way to get a yes almost every time?

The Best Way to Increase RO Approval

Here’s a crazy stat for you: a recent study found that 74% of consumers said they would be more likely to approve service recommendations if they received a short video from the technician.

Let me say that again. Three out of four customers.

Instead of an awkward phone call, your customer gets a text with a 15-second video MPI.

“Hey Mrs. Jones, it’s Mike here under your Audi. See the cracking on this serpentine belt? And the play in this wheel bearing?”

Suddenly, it’s not an abstract part, it’s a real problem they can see. The trust is instant. Customers who get a video are 41% more likely to approve the work.

Your Video MPI Game Plan:

1. Keep it Simple: Your techs or service advisors aren’t filmmakers. All they need is a phone. Coach them to make it quick, well-lit, and to the point.
2. Narrate the Why: The tech or service advisor should briefly explain what they’re showing and why it’s important (e.g., “This can affect your steering,” or “This could leave you stranded”).
3. Pair with an Interactive Estimate: The video should be sent with a link where the customer can see the line-item cost and tap approve. A solution like Kimoby makes it easy for your team to write a winning estimate and for customers to say yes.

We know, even if a lot of OEMs are asking their dealers to do it, you’re probably thinking that your team doesn’t have time for this. But the reality is, a 30-second video takes less time than the endless back-and-forth phone calls and follow-ups that happen when a customer is skeptical.

Angie Prince, the Service Manager at Gus Brown Buick, knows this game. She saw that transparency wasn’t a time-waster. It was a time-saver that led to higher approvals.

The Payoff

“Let me think about it” shouldn’t be the end of the conversation. When you show the proof, you eliminate skepticism, build trust, and get faster approvals. You’re not just increasing your average repair order, you’re creating a more transparent, professional experience that builds customer retention.

Want to see how easy it is for a tech to attach a video to an RO? Book a demo and see the exact workflow in action.