Automotive service follow up: texts, emails and a call script for repair shops

Updated October 21, 2026 · App names checked against vendor documentation; vendors rename things, so search the step picker for the key word if a name differs.

The four follow-ups every shop should run

1. Post-repair check-in (2-3 days after pickup): "How's the car driving?" This catches the squeak or warning light before it turns into a one-star review.
2. Review request (after a good check-in): only to customers who replied positively, or a day later to everyone.
3. Declined-work reminder: for items the customer saw on the inspection but postponed (brakes at 3mm, a weeping water pump). Send at 30, 60 or 90 days, based on urgency.
4. Next service due: an oil change or maintenance interval reminder based on mileage or date.

Use your shop software's tools first

• Tekmetric: its Marketing Automations (part of the Tekmetric Marketing subscription) include a Recent Service Follow-Up, a Review Request (Google review or private feedback), a Declined Service Reminder and Canned Job Reminders for recurring work like oil changes, each with timing you set (Tekmetric help). If you have it, that covers most of this page. Use the templates below to rewrite the default wording.
• Shopmonkey: includes customer texting and digital inspections. Look at its customer communication settings for follow-ups and review requests.
• Others: most shop management systems have some version of these. Turn on what you have and rewrite the default wording with the templates below.

Neither Tekmetric nor Shopmonkey has a public Zapier app page, so if you want a custom flow, export a daily report (closed ROs, declined items) to Google Sheets and run your follow-ups from there with Zapier, Make or n8n. The review side is covered in detail in automate Google review requests.

Copy-paste automotive follow-up texts

Hi [Name], it's [Advisor] at [Shop]. Checking in on your [year make model] after the [repair]. How's it driving? If anything feels off, reply here and we'll take a look.

Great to hear, thanks [Name]! If you have 30 seconds, a Google review helps other drivers find an honest shop: [review link]. Thanks for trusting us with your car.

Sorry to hear that, [Name]. Can you bring it by [today/tomorrow] at [time]? We'll check it first thing, no charge to look at our own work. Or call me: [phone].

Hi [Name], [Shop] here. When your [vehicle] was in on [date], we noted [item, e.g. front brake pads at 3mm]. We recommended replacing them soon. Want us to get you on the schedule? Reply YES. Reply STOP to opt out.

Hi [Name], a friendly reminder from [Shop]: at your last visit we noted [item] to keep an eye on. Next time you're in, we'll re-check it at no charge. Reply STOP to opt out.

Hi [Name], your [vehicle] is due for [oil change / service] around [date or mileage]. Book a time here: [link] or reply with a day that works. Reply STOP to opt out.

Automotive service follow up email template

Subject: How's your [vehicle] running?

Hi [Name],

Thanks for bringing your [year make model] to [Shop] on [date]. We [one-line summary of work].

If anything doesn't feel right (noises, warning lights, handling), reply to this email or call [phone] and we'll look at it right away.

From your inspection, we'd suggest planning for:
- [Declined item 1], recommended within [timeframe]
- [Declined item 2], recommended at your next visit

Thanks again,
[Advisor Name]
[Shop] · [address] · [phone]

Automotive service follow up call script

For big repairs (transmissions, engine work) or first-time customers, a call beats a text.

"Hi [Name], it's [Advisor] from [Shop]. I'm calling to check on your [vehicle] after the [repair] on [day]. How's it been driving?"

If good: "Great. One thing from the inspection: we noted [declined item]. No rush today, but would you like me to send a reminder in [timeframe]?"

If there's an issue: "Thanks for telling me. Let's get it back in, can you do [time]? We'll look at it first."

Voicemail: "Hi [Name], [Advisor] from [Shop] checking in after your recent service. If anything isn't right, call me at [phone]. Thanks!"

Timing and rules

• Check-in at day 2-3 is long enough to have driven the car, and short enough that they still remember the visit.
• Ask for the review after a good check-in, not with the invoice. Never offer discounts in exchange for reviews; Google's policies prohibit incentivized reviews.
• Declined-work and service-due reminders are generally treated as marketing. Get written consent to text (a checkbox on the RO or check-in form) and include opt-out wording.
• Honor opt-outs within 10 business days. Not legal advice.

Frequently asked questions