In this episode of Dealer Talk with Jen Suzuki, we're getting real about one of the most important numbers in your service department, the MPI approval rate.

This isn't just a metric. It's a mirror.

If your approvals are low, it's rarely about price, the customer, or the car. It's almost always about communication. Jen breaks down exactly why customers decline recommended work and what service advisors are missing in their conversations.

From rushed calls and weak explanations to overusing technical language that customers don't understand, this episode exposes the everyday habits that quietly kill approvals.

But more importantly, it gives you a simple, repeatable way to fix it.

You'll learn how to clearly explain the job, the risk, and the reward so customers actually understand what's happening with their vehicle and why it matters now.

Because when clarity goes up, approvals go up.

Bottom line: You don't need better customers. You need better conversations.

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