Stop Wasting Your DVIs: How to Increase ARO, Build Trust, and Create Fans for Life, with Bruce Nation

2025-09-02

What if you could transform every first-time customer into a loyal fan who tells everyone they know about your shop? According to Bruce Nation, owner of Westlake Independent Automotive in Southern California, the key lies in doing digital vehicle inspections (DVIs) right.In this episode of Maximum Octane, Kim Hickey and Jason Patel sit down with Bruce Nation to uncover the overlooked power of DVIs. Bruce shares how a thorough, well-communicated inspection doesn’t just build trust, it creates fans. And f...

What if you could transform every first-time customer into a loyal fan who tells everyone they know about your shop? According to Bruce Nation, owner of Westlake Independent Automotive in Southern California, the key lies in doing digital vehicle inspections (DVIs) right.

In this episode of Maximum Octane, Kim Hickey and Jason Patel sit down with Bruce Nation to uncover the overlooked power of DVIs. Bruce shares how a thorough, well-communicated inspection doesn’t just build trust, it creates fans. And fans don’t just come back, they bring their friends.

With nearly four decades in the industry, Bruce explains why most shops fail at DVIs, how accountability between technicians and service advisors changes everything, and why educating customers about both what’s right and what’s wrong with their vehicle is a game-changer. He also reveals the process behind his 45-minute inspections, how he doubled strut sales through progression reporting, and why assuming trust is the cornerstone of customer relationships.

Tune in to episode 125 of Maximum Octane if you’ve ever treated DVIs as just another box to check; this episode will challenge you to rethink them as one of the most powerful growth tools in your business.

Episode Takeaways:

04:30 Why DVIs are a true Blue Ocean strategy for auto shops

08:30 The secret to holding techs and service advisors accountable for complete inspections

09:20 Why pictures alone aren’t enough and how to make your DVI tell a story

14:30 The “How dare you?” test for shop owners who cut corners on inspections

16:20 How customer research time directly drives ARO (average repair order)

17:50 The progression method Bruce used to double strut sales

20:40 What to do when a car comes in needing $7,000 in work

24:20 The number one failure in shops: doing DVIs but not sending them

32:50 The small step Bruce’s techs take at the start of every DVI that prevents major headaches later

33:20 Why DVIs should be used to educate customers, not just cover liability

36:00 How proper DVIs increase pay for everyone in the shop, even the receptionist