The service drive has been a massive profit center for the last few years, but that financial success is quietly breeding operational complacency. At the 2026 Auto Forum New York, @LizaBorches highlighted a glaring industry blind spot: despite video multi-point inspections being available for over a decade, only 26 percent of customers actually receive one. When your bays are full and revenue is high, it is the exact right time to force new habits and absorb the friction of training technicians to use video. By explaining how video transparency directly protects customer retention, dealers can build an unbreakable foundation of trust that will sustain the service department when the broader market eventually softens. Watch more coverage of the Auto Forum at the link in our bio.