1. Workflow Goals

Each follow-up should help the advisor answer five crucial questions:

Was the customer satisfied with the visit?
Is there any unresolved concern from the original visit?
Did the completed repair solve the issue?
Are there unsold recommendations that still need attention?
Is there a next step we can help schedule?

2. Segment Customers into 3 Post-Visit Buckets

Do not treat every closed RO the same. A simple oil change follow-up should not look the same as a vehicle that left with 2mm brakes.

Bucket 1

Completed visit, no unsold work

Goal: Service experience follow-up and retention.

Bucket 2

Completed visit with unsold work

Goal: Service experience follow-up plus recovery of open work.

Bucket 3

Urgent/Safety work declined

Goal: Higher-priority follow-up with stronger accountability and faster contact timing.

3. CRM Statuses / Categories

Main Process

Post-Service Follow-Up Open Waiting for Customer Response Customer Reached Appointment Set Follow-Up Complete Escalated / Manager Review

Recommendation Priority Tags

Related Immediate Maintenance

4 & 6. Suggested Timing Cadence & Tasks

Day 1 after visit

Call (or Text/Email if no answer)

Goal: Check experience and confirm repair outcome. Identify interest in open work.

Outline: Thank them → Ask how vehicle is doing → Ask about experience → (If unsold) Mention only the most important item first → Offer help → Record outcome.

Day 3 after visit

Text or Email (Call for high-priority)

Goal: Reconnect if no response and reintroduce unsold work naturally.

Day 7 after visit

Call & Email Summary

Goal: Final active attempt to connect and offer scheduling help. Email summary of unresolved recommendations.

Day 14 after visit

Text/Email (Open Recommendations Only)

Goal: Reminder and planning follow-up. Invite scheduling.

Day 30 after visit

Personalized Contact (Maintenance/Large Work Only)

Goal: Long-tail recovery attempt depending on urgency/value.

5. The Workflow Logic

Path A: No Unsold Work

Ask about visit experience
Confirm vehicle is doing well
Thank them
Reinforce next maintenance timing
Close workflow

Path B: Unsold Recommendations

Experience: "Make sure everything went well."
Confirm: "How is the vehicle doing?"
Transition: "We noted a few items not completed..."
Structure (RIM): Related, Immediate, or Maintenance.
Ask: "Would you like help getting that taken care of?"

7. Advisor Conversation Structure

To keep the team consistent, give them this order every time:

1

Appreciation

Thank them for the visit.

2

Experience check

Ask how everything went.

3

Outcome check

Confirm original concern was resolved.

4

Open items review

Discuss unsold work using facts.

5

Offer help

Ask if they'd like to schedule.

6

Document outcome

Record exact response & next step.

8. How to Present Unsold Work

Important: Advisors should not dump all declined work back on the customer at once. Use this priority order.

Priority 1

Immediate

Anything safety-related or likely to worsen.

"This was the most urgent item noted during your inspection because of its safety impact / risk of further damage."

Priority 3

Maintenance

Routine items that protect long-term reliability.

"This one was not urgent that day, but it is part of keeping the vehicle on schedule and preventing future issues."

9. CRM Notes Format

Make note-taking structured so managers can review execution.

Post-Service Follow-Up Result Contact Date: Contact Type: Call / Text / Email Reached Customer: Yes / No Vehicle Performing Properly: Yes / No Customer Experience Feedback: Original Concern Resolved: Yes / No Open Recommendations Reviewed: Priority Discussed: Related / Immediate / Maintenance Customer Response: Appointment Offered: Yes / No Appointment Set: Yes / No Next Follow-Up Date: Escalation Needed: Yes / No

10. Manager Review Standards

Managers should review based on behavior, not just appointment count.

Made contact on time?
Began with the service experience?
Confirmed repair outcome?
Presented unsold work using facts?
Prioritized recommendation correctly?
Asked for a next step?
Documented outcome clearly?

11 & 12. Automation Rules & Pathways

Trigger: RO Closes

If no unsold work:
Auto-create Day 1 follow-up task. Close after successful contact.
If unsold work exists:
Auto-create Day 1 call, Day 3 text/email, Day 7 call, Day 14 reminder, Day 30 reminder.
If Immediate/Safety declined:
Auto-flag High Priority, manager visibility, faster repeat attempt cadence.
If customer dissatisfaction:
Auto-flag Experience Concern, manager follow-up task within 24 hours.

Customer Response Pathways

Happy & Not interested now:
Mark Happy / Not Now. Set future reminder based on recommendation type.
Unhappy:
Mark Experience Concern. Notify manager, create recovery follow-up.
Issue still happening:
Mark Issue Not Resolved. Escalate immediately. Priority callback/appt.
Wants to schedule:
Mark Appointment Set. Convert to active service appointment.

13. Simple Scripts for the Team

Experience-First Script

"Hi [Name], I'm following up after your recent service visit to make sure everything went well and that your vehicle is doing well since you picked it up."

Experience + Unsold Work

"I also wanted to follow up on one item we noted during your inspection that was not completed that day, just to make sure you had clear information and a plan if you want to move forward."

Safety-Related Script

"I especially wanted to bring this back to your attention because it was one of the more immediate items noted during the inspection."

Maintenance-Related Script

"This item was not urgent that day, but it is something we recommend based on your vehicle's mileage and service history."

14. The Golden Rule

Never lead with the sale.

Lead with:

Customer Experience Vehicle Outcome Facts Next Step

That keeps the process aligned with trust and professionalism.

16. Training Manual Quick-Sheet

Post-Service Follow-Up

& Open Recommendation Workflow

Objective

To create a structured post-visit follow-up process that strengthens customer trust, confirms satisfaction, verifies repair effectiveness, and re-engages customers on unsold recommendations using fact-based advising.

Process Standards

Every closed RO enters a workflow. The advisor's first responsibility is to confirm the customer's experience and original visit outcome. If recommendations exist, review them using this priority:

Related: Items connected directly to the original concern.
Immediate: Safety-related or damage-prevention items.
Maintenance: Routine services based on history and mileage.

Follow-Up Timing

Day 1: Call/text to confirm satisfaction.
Day 3: Follow-up on unanswered contacts.
Day 7: Final active attempt.
Day 14/30: Reminder cadence for open work.

Advisor Expectations

Begin with experience & outcome.
Present unsold work using facts/measurements.
Offer a next step, do not pressure.
Document result clearly in CRM.

Success Standard

The goal is not simply to "sell declined work." The goal is to continue advising the customer professionally after the visit, using unshakable facts to build trust, protect the vehicle, and strengthen long-term retention.