Customer Follow-Up Schedule

Post-visit timeline: thank-you, survey, maintenance reminder, declined work

Customer:

Vehicle:

Service Date:

RO #:

Follow-Up Timeline

✓	Timing	Action	Channel	Template
☐	Within 2 hours	Thank-you message with photo of completed work	SMS	See below
☐	24 hours	Customer satisfaction survey (NPS)	SMS + Email	See below
☐	3 days	Google review request (if survey ≥ 4 stars)	Email	See below
☐	7 days	Declined work follow-up call	Phone	See below
☐	30 days	Declined work second touch (discount offer)	SMS	See below
☐	60 days	Maintenance reminder based on mileage	SMS + Email	See below
☐	90 days	Seasonal service promotion	Email	See below
☐	6 months	Recall / TSB check + oil change reminder	SMS	See below

Message Templates

1. Thank-You (2 hours post-service)

"Hi [Name], thanks for choosing [Shop Name]! Your [Vehicle] is ready and we've completed [service summary]. We've attached photos of the work. Reply with any questions. Drive safe!"

2. Satisfaction Survey (24 hours)

"Hi [Name], how was your experience with [Shop Name]? Reply 1-5: 1=Not satisfied, 5=Very satisfied. Your feedback helps us improve!"

3. Google Review Request (3 days, if 4+ stars)

"Hi [Name], glad to hear you had a great experience! Would you mind sharing a quick review on Google? It helps other shop owners find quality service. [Google Review Link] Thanks!"

4. Declined Work Follow-Up (7 days)

"Hi [Name], during your last visit we noticed [item] may need attention soon. We recommended [service] which was deferred. Would you like to schedule this at your convenience? Reply or call [phone]."

5. Declined Work Second Touch (30 days)

"Hi [Name], just following up on the [deferred service] we recommended. We're offering 10% off this service through [date]. Would you like to schedule? Reply YES and we'll find a time that works."

6. Maintenance Reminder (60 days)

"Hi [Name], based on your mileage it may be time for [maintenance item]. Regular maintenance keeps your [Vehicle] running smoothly and prevents costly repairs. Schedule online: [booking link]"

7. Seasonal Promotion (90 days)

"Hi [Name], [season] is here! Make sure your [Vehicle] is ready with our [seasonal service] special - [discount/offer]. Book now: [booking link]"

8. Recall/TSB Check (6 months)

"Hi [Name], we checked for any recalls or technical service bulletins on your [Vehicle]. [Result: No recalls found / Recall found: description]. Schedule your complimentary check: [booking link]"