Celebrating Excellence in Communication: 2024 Tech Video Grand Prix Winners

At myKaarma, we know the difference that clear communication can make in a customer’s service experience. It’s not just about diagnosing issues—it’s about building trust, educating customers, and showcasing the professionalism that defines your dealership.

The Fall 2024 edition of myKaarma’s Tech Video Grand Prix highlighted that commitment. With over 300 submissions from technicians across 15 OEM brands, the competition was fierce! As Contest Chair, I had the privilege of reviewing videos that truly embodied the spirit of excellence we celebrate.

Our judges, drawn from myKaarma employees across the company, evaluated each entry based on the quality of communication, video content, flow, professionalism, and creativity. Narrowing down the winners was no small task, but five technicians stood out above the rest:

• Eric Jordan, Jeff Wyler CDJR Fort Thomas: Eric’s efficient walkthrough of a multi-point inspection set the standard. He clearly explained why specific repairs were necessary, prioritizing safety and educating the customer.
• Connor Rothstein & Steve Giron, Holman Ford Turnersville: Working at partners, their mobile service video demonstrated the convenience of bringing service to a customer’s home or office while providing detailed insights on repairs.
• Derek Ness, Luther Brookdale Honda: Derek demonstrated the value of an all-green inspection, turning routine maintenance into an opportunity to build trust by educating customers about what they’re doing right.
• Reanas Saleh, Mercedes-Benz of Music City: Reanas expertly addressed the customer’s primary concern, followed by a thorough multi-point inspection. By then asking for the customer to request his services on their next visit, he established a personal connection.
• Josh Arnold, Austin Subaru: Josh’s winning videos, recorded in two parts, emphasized transparency and explained repair priorities in a way that empowered the customer to make informed decisions.

These videos weren’t just technical—they were human. Each technician personalized their message, making the customer feel informed and valued. From calling customers by name to demonstrating tools in action, these entries showed how myKaarma’s video tools elevate the service experience. You can view the winning videos here.

The Financial Impact of Tech Videos

One exciting benefit of myKaarma’s video tools is the ability to increase dealership revenue. When technicians use videos to visually explain repairs, customers gain a precise understanding of what’s needed and why. This transparency builds trust, leading to higher repair order (RO) approval rates for additional service recommendations.

In fact, dealerships consistently report that incorporating tech videos into their service process increases the average RO amount. Why? Customers are more likely to approve additional services when they see the issue for themselves and understand its urgency. We also see more yellow work being approved as their cars decline from green. Clear communication eliminates confusion and empowers customers to make informed decisions, which in turn results in more completed work (and happier customers).

Josh Arnold’s videos at Austin Subaru are a perfect example. By prioritizing repairs and breaking down their significance, he gave his customers the confidence to approve services they might otherwise have delayed or declined. The RO lift from his video was $2,355.40. His approach not only enhanced the customer experience but helped drive profitability for the dealership.

The Impact of Transparency

The true winners here are the customers. As we’ve seen time and again, they appreciate being part of the process. By showing them what’s happening with their vehicle and explaining why it matters, technicians are doing far more than diagnosing and fixing cars—they’re building relationships.

Looking Ahead

As we celebrate these remarkable technicians, I encourage everyone to think about how communication can transform the service lane. Whether you’re a technician, a service manager, or part of your dealership’s leadership team, myKaarma’s tools can help you drive better customer experiences and improve profitability.

Interested in learning more about the tools behind these award-winning videos? Request a Demo.

Congratulations again to all the winners, and thank you to every participant for making this contest successful. Together, we’re setting a new standard for customer communication in automotive service.