The universal opener
"Is now a good time to talk?" — every call starts here
Fill-in fields
[ brackets ] mark what you personalize — never skip them
The close
Always offer two specific times. Never ask "when works?" and leave it open.
Anatomy of every callback call
1Permission question
→
2Purpose statement
→
3Listen & branch
→
4Close for appointment
→
5Confirm & thank
Category A — Relationship & Satisfaction
3 scripts
01
Before you callWhat to have ready
Customer's name and yesterday's RO pulled up
Services performed and final invoice total
Any services that were declined — know them specifically
Name of the technician or advisor who served them
OpeningSame for every call
"Hi, may I speak with [First Name]? ... [First Name], this is [Your Name] with [Shop Name]. Is now a good time to talk?"
If no: "No problem at all — when would be a better time to reach you?" Note it in the CRM and call back at the time they specify. Never push.
Purpose statement
"I'm calling personally to make sure you were completely satisfied with the services you received yesterday. How is everything with your vehicle?"
BranchesListen first. Then respond to what you actually hear.
✓ Path A — Customer is satisfied
"That's wonderful to hear. We truly appreciate your business — it means a great deal that you trusted us with your vehicle. If there's ever anything I can do for you, please don't hesitate to reach out to me directly."
If declined services exist on the RO → "I also wanted to mention — when our technician inspected your vehicle, they identified [specific service]. I'd hate for that to get away from you. Would it be alright if we got you on the schedule to take care of that? I have [Saturday at 8] or [Monday at 7:30] available — what works better for you?"
✗ Path B — Customer has a concern
"I am so sorry to hear that. That is not the experience we want you to have, and I want to make this right immediately. Tell me what's going on."
→ Listen fully. Do not interrupt. Do not defend.
"I completely understand, and I take full responsibility for making sure this is corrected. I'd like to get your vehicle back in — [today / first thing tomorrow morning] — so we can personally look at this at absolutely no charge to you. Would [time A] work, or is [time B] better?"
When appointment is set: "When you come in, ask for [Manager Name] directly — I'll make sure they know you're coming and they'll take great care of you. And again, I'm truly sorry for the inconvenience. We will make this right."
When appointment is set: "When you come in, ask for [Manager Name] directly — I'll make sure they know you're coming and they'll take great care of you. And again, I'm truly sorry for the inconvenience. We will make this right."
VoicemailIf no answer
Voicemail script
"Hi, this message is for [First Name]. This is [Your Name] calling from [Shop Name]. I'm reaching out personally to make sure everything is going well with your vehicle after your visit with us yesterday. Please give me a call back at [phone number] whenever it's convenient — I want to make sure you're completely satisfied. Again, [Your Name] at [Shop Name], [phone number]. Have a wonderful day."
No answer protocol: Leave voicemail. Log the attempt. Try once more in 48 hours. Do not pursue beyond two attempts — the power of this call is in the gesture, not the persistence.
Most common challenge
Challenge
High no-answer rate — customers don't pick up from unknown numbersWhat to do
Leave the voicemail above, exactly as written. Many customers will listen and call back — or at minimum, they'll know the shop reached out. That impression alone has value. Log every attempt in the CRM.Coach's note
Delivery tip
The moment a customer hears from you the next day — unprompted, before they've said a word to anyone — their trust in the shop jumps. Keep your tone warm and unhurried. You are not checking a box. You genuinely want to know how they are. That sincerity is audible on the phone. Practice delivering this one like you mean it, because you should.
02
Before you callKnow this cold
The original complaint — exactly what they said when they first came in
What was done the first time, and why it didn't fully resolve the issue
What was found and corrected on the second visit
Any goodwill gesture pre-approved by management (discount, complimentary service)
This call matters more than any other call you make today
Opening
"Hi, may I speak with [First Name]? ... [First Name], this is [Your Name] with [Shop Name]. Is now a good time to talk?"
Purpose statement
"[First Name], I'm calling personally about your vehicle. I know you had to bring it back to us and I want to make sure that everything has been completely taken care of this time. How is the vehicle feeling now?"
Branches
✓ Path A — Vehicle is fixed, customer is cautiously OK
"I'm very glad to hear that. And I want to sincerely apologize for the inconvenience this caused you. That is not the experience we want you to have — not even close. I personally reviewed what happened and I want you to know we've taken steps to make sure it doesn't happen again."
"I'd also like to do something to make this right. [Offer pre-approved goodwill gesture]. We truly value your trust and I want to make sure you continue to feel great about bringing your vehicle to us."
✗ Path B — Still not right
"I hear you, and I am not going to make excuses. Tell me exactly what's happening."
Listen. Get specifics. Then: "I am going to personally make sure this is right. Can I arrange to have your vehicle picked up today? I don't want you to make another trip. What time works for you?"
Voicemail
Voicemail script
"Hi, this message is for [First Name]. This is [Your Name] from [Shop Name]. I wanted to personally follow up and make sure your vehicle is performing exactly as it should after your visit today. Please call me back at [phone number] — I want to make sure everything is right this time. [Phone number]. Thank you."
Most common objection
They say
"I'm still not happy with how this whole thing was handled."You say
"And you have every right to feel that way. I'm not going to argue with that. What I want to do right now is make it right. Tell me what that looks like for you and let's see what we can do."Coach's note
Delivery tip
This is the most emotionally charged call in the library. Your tone needs to be genuinely humble — not defensive, not scripted, not corporate. This customer has been inconvenienced twice. They don't want explanations. They want someone who actually cares and actually acts. Be that person. If you can't deliver this call with real sincerity, don't make it — let the manager make it instead.
03
Before you call
Repair type and brief description
Approximate invoice total
Warranty terms on that repair
Any upcoming services due based on their history
Opening
"Hi, may I speak with [First Name]? ... [First Name], this is [Your Name] with [Shop Name]. Is now a good time to talk?"
Purpose statement
"I'm calling because it's been about a month since we completed your [repair — e.g., timing chain, transmission service, front brake job] and I just wanted to personally check in and make sure everything is still performing exactly as it should. How is the vehicle feeling?"
Branches
✓ Path A — All is well
"That's excellent to hear — that's exactly what we want. A repair that performs and a customer who doesn't have to think about it again. If anything ever changes, please don't hesitate to reach out. You've got a direct line to me."
If a service is coming due → "While I have you — looking at your history, [upcoming service] may be worth scheduling on your next visit. Nothing urgent, just want to keep you ahead of it. Would you like to go ahead and get that on the calendar?"
✗ Path B — Something seems off
"I'm glad you told me and I want to take care of this right away. That repair carries our [3-year / 36,000-mile] warranty — if anything related to that work is causing an issue, we will make it right at absolutely no cost to you. Can we get you in [this week]?"
Voicemail
Voicemail script
"Hi, this message is for [First Name]. This is [Your Name] from [Shop Name]. It's been about 30 days since we completed your [repair] and I just wanted to personally check in and make sure everything is still running perfectly. Please give me a call at [phone number] whenever it's convenient. [Phone number]. Have a great day."
Most common objection
They say
"Oh, it's fine. I don't think I need anything."You say
"That is exactly what we like to hear. I just wanted to make sure. If anything ever does come up, you've got my number. Thanks for picking up, [First Name] — have a great day."Coach's note
Delivery tip
Most customers are genuinely surprised by this call. Nobody follows up on big repairs 30 days later. That surprise is the entire point — and it's how referrals happen. Keep it short and genuine. You're not selling anything. You're following through on a promise to take care of someone. That's rare, and customers tell their friends about it.
Category B — Reactivation & Sales Recovery
3 scripts
04
Before you call
Exactly what was declined and why it matters to the vehicle
The quoted price — and whether there's any flexibility
What happens if this service continues to be deferred (honest, not fear-based)
Two open appointment slots ready to offer
Opening
"Hi, may I speak with [First Name]? ... [First Name], this is [Your Name] with [Shop Name]. Is now a good time to talk?"
Purpose statement
"Thank you for coming in to see us yesterday. I wanted to personally follow up because when we inspected your vehicle, our technician identified [specific declined service]. I know you weren't able to take care of that yesterday, and I just want to make sure you have everything you need to make the best decision for your vehicle."
"Can I ask — was there anything about our recommendation that didn't feel right, or was it more of a timing thing?"
"Can I ask — was there anything about our recommendation that didn't feel right, or was it more of a timing thing?"
→ Listen fully before responding. What they say next tells you everything about which path to take.
Branches
✓ Path A — Timing or money was the issue
"I completely understand — the timing isn't always right. I do want to keep this on your radar because [brief, honest reason — safety, further damage, cost escalation]. What if we worked together to find a time and a number that works for you? I have some flexibility and I want to make sure we take care of you. Can we look at getting you in [this week / Saturday]?"
✗ Path B — Something felt off (trust or communication)
"I really appreciate you telling me that — can you share a little more about what felt off?"
Listen without defending. Then: "That's completely fair and I'm grateful you said it. What I'd like to do is have you come back in — I'll personally walk through the inspection with you so you can see exactly what our technician is seeing. Would [time option] work to come in for about 20 minutes?"
→ Path C — They went somewhere else
"I understand completely — no hard feelings at all. I hope the experience there was a good one. If you ever need us, we're always here. May I ask — was there anything we could have done differently that would have made you more comfortable having the work done with us?"
Take the feedback genuinely. Thank them. End warmly. Log the insight for the team.
Voicemail
Voicemail script
"Hi, this message is for [First Name]. This is [Your Name] from [Shop Name]. I'm following up on your visit with us yesterday — our technician identified [brief description] and I just wanted to personally reach out to answer any questions and make sure you have everything you need to make the best decision for your vehicle. Please call me at [phone number]. No pressure — I just want to help. [Phone number]. Have a great day."
Most common objection
They say
"I just don't have the money right now."You say
"I completely understand — and I'm not here to pressure you. I just want to make sure you know what we're watching and why it matters. When the timing is better for you, please give me a call and I'll make sure we take great care of you. Would it be alright if I followed up with you in about 30 days just to check in?"Coach's note
Delivery tip
The word "why" is your most powerful tool on this call. You genuinely want to know why they didn't move forward — and so does your shop owner. Most of the time, the real reason isn't what they said in the shop. The objections they give at the counter ("I need to talk to my wife," "I don't have the money") are usually shields. This call, done personally and warmly, gets past the shield. Ask. Listen. Then respond to what you actually hear — not what you expected to hear.
05
Before you call
Exact service declined, date of the original visit
Original quoted price — and whether it's changed
What happens if this continues to be deferred (honest and specific)
Whether this is the 30, 60, or 90-day call — your tone should get slightly more direct at 60 and 90
Opening
"Hi, may I speak with [First Name]? ... [First Name], this is [Your Name] with [Shop Name]. Is now a good time to talk?"
Purpose statement
"I'm reaching out because [30 / 60 / 90] days ago when you were in with us, our technician identified [specific service]. I know that wasn't the right time to take care of it then, and I just wanted to personally check in and see if now might be a better time."
"How has the vehicle been feeling?"
"How has the vehicle been feeling?"
Branches
✓ Path A — Ready now
"Excellent — I'm glad the timing works better now. Let me get you on the schedule. I have [time option A] and [time option B] available this week. Which one works for you?"
✗ Path B — Still not ready
"That's completely fine — I just want to make sure you have it on your radar. Would it be alright if I gave you a call in another [30] days just to check in? I want to keep you ahead of it."
If safety-related, add: "I will say — [specific issue] is one of those things that's very manageable right now but can become significantly more expensive if it gets too far. I just want to make sure you have that information."
Voicemail
Voicemail script
"Hi, this message is for [First Name]. This is [Your Name] from [Shop Name]. When you were in with us about [30 / 60] days ago, our technician noted [brief service description] and I just wanted to personally check in and see if now might be a better time to take care of that. No pressure — I just want to keep you ahead of it. Give me a call at [phone number]. [Phone number]. Have a great day."
Most common objection
They say
"I forgot about that — what was it again?"You say
"Absolutely. When you were in on [approximate date], our technician found [specific description]. Here's why it matters: [honest, plain-English explanation]. The good news is it's still very manageable right now. Would you like to come in and take care of it?"Coach's note
Delivery tip
The 60 and 90-day calls are the ones most BDC specialists skip — and they shouldn't. The customer who said no twice has usually resolved the money or timing issue by now. Your third call isn't pushy. It's the one that finally lands. Stay consistent, stay warm, and keep a record of every contact attempt so you can reference it naturally: "I know I've reached out a couple times — I just genuinely don't want this to become a bigger problem for you."
06
Before you call
The estimate amount and services included
Whether any prices have changed since the estimate was given
Any urgency factors (safety, further damage risk)
Two open appointment slots ready
Opening
"Hi, may I speak with [First Name]? ... [First Name], this is [Your Name] with [Shop Name]. Is now a good time to talk?"
Purpose statement
"I'm calling because you came in recently and we put together an estimate for [services]. I just wanted to personally follow up and see if you had any questions about the estimate, or if there's anything I can help clarify for you."
"Did you get a chance to review it?"
"Did you get a chance to review it?"
Branches
✓ Path A — Ready to schedule
"Excellent — let me get you on the books right now. I have [time option A] and [time option B] this week. Which works better for you?"
✗ Path B — Has questions or price concerns
"I'm glad you brought that up — let me answer that directly."
Answer honestly. If price is the issue: "I want to make sure we find something that works for you. Let me check with my manager on what we can do. Can I put you on hold for just one moment?" [Return with a concrete offer.] "Here's what I can do for you: [specific adjustment]. Does that work?"
→ Path C — Went somewhere else
"I understand completely. I hope the experience was a good one. If there's ever anything we can do for you in the future, please don't hesitate to reach out. May I ask — was there anything about our estimate that didn't feel right?"
Take the feedback. Thank them. Do not argue or defend. Log the insight.
Voicemail
Voicemail script
"Hi, this message is for [First Name]. This is [Your Name] from [Shop Name]. You came in recently and we put together an estimate for [service description] and I just wanted to personally follow up and answer any questions. Please give me a call at [phone number] — I want to make sure you have everything you need to make the best decision. [Phone number]. Have a great day."
Most common objection
They say
"I'm still thinking about it."You say
"Absolutely — take all the time you need. I just wanted to make sure you had my number and knew I'm here to answer any questions. Is there anything specific that's giving you pause? I want to make sure you have everything you need to feel confident about whatever you decide."Coach's note
Delivery tip
Most people who get an estimate and don't book it aren't shopping elsewhere — they're waiting for a better paycheck or a less hectic week. A friendly personal call at 5–7 days hits the sweet spot before they forget about it entirely. Keep the tone light. You're following up because you care about their vehicle, not because you need the sale. That framing makes all the difference.
Category C — Scheduled Interval & Mileage
4 scripts
07
Before you call
Date of last oil change
Oil type used (conventional / synthetic blend / full synthetic)
Two specific appointment slots ready to offer — do not say "whenever works"
Opening
"Hi, may I speak with [First Name]? ... [First Name], this is [Your Name] with [Shop Name]. Is now a good time to talk?"
Purpose statement
"I'm calling because we're coming up on 90 days since your last oil change with us back in [month], and I just wanted to personally reach out and remind you it's time to get that taken care of. Your vehicle uses [oil type] — we'll do the oil and filter change and as always, we'll complete a full vehicle inspection while you're in."
"I'd love to get you on the schedule. I have [time option A — e.g., this Saturday at 8] and [time option B — e.g., Monday morning at 7:30]. Which one works better for you?"
"I'd love to get you on the schedule. I have [time option A — e.g., this Saturday at 8] and [time option B — e.g., Monday morning at 7:30]. Which one works better for you?"
Branches
✓ Path A — Takes one of your times
"Perfect. I have you down for [day, time]. We'll see you then — and as always, if anything comes up before then, just give us a call."
✓ Path B — Neither time works, but they want to come in
"No problem at all — what day and time works best for your schedule?"
Let them choose. Confirm whatever they say. Never leave it open-ended without a confirmed time.
✗ Path C — "I'll call when I'm ready"
"Of course — whenever you're ready, we'll be here. I just wanted to make sure it was on your radar. Is it alright if I give you a quick call in a couple of weeks just to check in?"
Voicemail
Voicemail script
"Hi, this message is for [First Name]. This is [Your Name] calling from [Shop Name]. It's been about 90 days since your last oil change and I just wanted to personally remind you it's time to get that taken care of. Give us a call at [phone number] and I'll get you on the schedule — we'll take great care of you. [Phone number]. Have a wonderful day."
Most common objection
They say
"I just got it done somewhere else."You say
"No problem at all — I'm glad it's taken care of. I'll update your record. Is there anything else we can help you with? We'd love to see you for anything that comes up."Coach's note
Delivery tip
This is your most reliable call in the system — and the one where the close technique matters most. Never say "When would you like to come in?" and leave it open. Always offer two specific times. "Does Saturday at 8 or Monday at 7:30 work?" is dramatically more effective because it removes the friction of deciding when. They just have to pick. Give them two options. Every time.
08
Before you call
Exact repair, date it was performed, and warranty terms
Approximate current mileage if available
Two appointment slots ready — this call closes fast
Opening
"Hi, may I speak with [First Name]? ... [First Name], this is [Your Name] with [Shop Name]. Is now a good time to talk?"
Purpose statement
"I'm calling because it's been about 11 months since we replaced your [part/system] and I wanted to personally reach out. Your 12-month warranty on that repair is coming up in about 30 days, and we'd love to get you in for a complimentary reinspection before it expires — just to make sure everything is performing exactly as it should and that you're completely covered."
"This inspection is on us — no charge. It's our way of standing behind our work. Would [time option A] or [time option B] work for you to come in?"
"This inspection is on us — no charge. It's our way of standing behind our work. Would [time option A] or [time option B] work for you to come in?"
Branches
✓ Path A — Yes
"Excellent. I'll get you on the schedule for [day, time]. We'll go through everything that was done and make sure it's all in great shape. If anything related to the original repair needs attention, it's covered — that's the whole point."
✗ Path B — "Everything seems fine, I don't think I need to come in"
"I'm really glad to hear that. You might be absolutely right — the repair may be in perfect shape. But the benefit of coming in before the warranty expires is that if we do find anything, you're still covered. After the 12 months, it becomes much more complicated. Thirty minutes now could save you real money down the road. Can I just get you in for a quick look?"
Voicemail
Voicemail script
"Hi, this message is for [First Name]. This is [Your Name] from [Shop Name]. I'm calling because your 12-month warranty on your [repair] is coming up in about 30 days and I'd love to get you in for a complimentary reinspection before it expires — just to make sure everything is performing perfectly and that you're fully covered. Please call me at [phone number] and we'll find a time. [Phone number]. Have a great day."
Most common objection
They say
"The car is fine — I don't need to come in."You say
"I'm so glad to hear that. The reason I want to get you in before the warranty expires isn't because I think something is wrong — it's because once those 12 months pass, if anything related to that repair ever does come up, it's no longer covered. Thirty minutes now gives you that peace of mind for years. Can I get you in just for a quick look?"Coach's note
Delivery tip
This is one of the most powerful calls in the system because it's 100% customer-first. You are genuinely protecting their investment. Lead with that framing — you're not looking for more business, you're making sure they're covered. When the inspection finds additional needs (and it often will), the customer is already in the shop and already in a receptive mindset. The appointment almost always closes itself on this one.
09
Before you call
Vehicle year, make, model, and approximate current mileage
What milestone they're approaching
Manufacturer-recommended services at that interval (look it up — be specific)
Do NOT make this a pricing call — it's an information call
Opening
"Hi, may I speak with [First Name]? ... [First Name], this is [Your Name] with [Shop Name]. Is now a good time to talk?"
Purpose statement
"I'm calling because based on your service records, your [year/make/model] is coming up on [milestone — e.g., 60,000 miles] — which is a significant service milestone for that vehicle. I just wanted to personally reach out and make sure you know what the manufacturer recommends at that interval so you can plan ahead."
"At [60,000] miles, [Make] typically recommends [list: e.g., spark plugs, transmission fluid exchange, coolant flush, serpentine belt inspection]. These aren't all urgent today, but it's much easier to plan for than react to."
"I'd love to get you in for a [milestone]-mile inspection — we can go through exactly where your vehicle stands and put together a plan. Would [time option A] or [time option B] work for you?"
"At [60,000] miles, [Make] typically recommends [list: e.g., spark plugs, transmission fluid exchange, coolant flush, serpentine belt inspection]. These aren't all urgent today, but it's much easier to plan for than react to."
"I'd love to get you in for a [milestone]-mile inspection — we can go through exactly where your vehicle stands and put together a plan. Would [time option A] or [time option B] work for you?"
Branches
✓ Path A — Yes
"Perfect. I'll get you on the schedule for [time]. We'll do a thorough inspection and walk you through exactly what your vehicle needs now and what can wait. No pressure — just a clear picture."
✗ Path B — "How much is this going to cost?"
"Great question. The inspection itself is complimentary — we want to show you where you stand before putting together any estimate. Once we know exactly what your vehicle needs, we can give you a clear breakdown and you decide what makes sense for your budget and timeline. Does that work?"
→ Path C — "I take it to the dealer for that"
"Completely understandable. If you ever want a second opinion before you go in — or want to know what they're likely to recommend — we're happy to do that inspection for you. That way you walk in informed. There's no cost to come in and take a look."
Voicemail
Voicemail script
"Hi, this message is for [First Name]. This is [Your Name] from [Shop Name]. Based on your service records, your [year/make/model] is coming up on [milestone] miles — which is a significant service milestone. I wanted to personally reach out and make sure you know what to plan for. Give me a call at [phone number] and I can walk you through what your manufacturer recommends. [Phone number]. Have a great day."
Coach's note
Delivery tip
This call works because it's educational before it's anything else. You are giving the customer information they didn't have — information that helps them make a smart decision about a vehicle they depend on. Lead with the information. The appointment follows naturally once they understand what's coming. If you lead with "would you like to come in," it sounds like every other shop. If you lead with what the manufacturer recommends and why, you sound like a trusted advisor.
10
Before you call
Customer name, vehicle, expiration date
Confirm your shop is certified to perform this inspection
Know the approximate time the inspection takes at your shop
Opening
"Hi, may I speak with [First Name]? ... [First Name], this is [Your Name] with [Shop Name]. Is now a good time to talk?"
Purpose statement + close
"I'm calling because your [state inspection / emissions test] is coming due in about [30 / 45] days and I just wanted to personally reach out so you don't get caught by surprise. We're a certified [state inspection / emissions] station and we'd love to take care of that for you."
"I can get you in and out quickly — usually about [timeframe]. Would [time option A] or [time option B] work for your schedule?"
"I can get you in and out quickly — usually about [timeframe]. Would [time option A] or [time option B] work for your schedule?"
Branches
✓ Path A — Takes one of your times
"Perfect. I'll put you down for [day, time]. If for any reason your vehicle doesn't pass, we'll let you know right away and walk you through exactly what's needed. Let's get it done."
✗ Path B — "I can get it done at [other shop]"
"Absolutely — wherever is most convenient for you. If it ever makes sense to combine it with your next oil change or service visit with us, just let me know and we can knock it all out at once. Easier on your schedule that way."
Voicemail
Voicemail script
"Hi, this message is for [First Name]. This is [Your Name] from [Shop Name]. I'm calling because your [state inspection / emissions test] is coming due in about [30] days and I just wanted to give you a heads-up. We're certified to handle that for you — give me a call back at [phone number] and we'll get you on the schedule. [Phone number]. Have a great day."
Coach's note
Delivery tip
This is the simplest close in the system — the customer has no choice about getting this done, so you're not really selling anything. You're providing a service. Keep it short, friendly, and direct. Offer two specific times. Confirm the appointment. That's the entire call. If you find yourself over-explaining or adding extra pitches, stop. Simplicity wins on this one.
Category D — Proactive & Intelligence-Driven
3 scripts
11
Before you callNon-negotiable prep
NHTSA recall number and plain-English description of the issue
Which year/make/model vehicles are affected
Customer's vehicle confirmed to match
NHTSA.gov open in a tab in case they ask for more detail
This call has two beats. Beat one is pure information. Beat two is the offer. Never reverse this order.
Opening
"Hi, may I speak with [First Name]? ... [First Name], this is [Your Name] with [Shop Name]. Is now a good time to talk?"
Beat oneInformation only. No offer yet.
"I'm calling because I was reviewing our records and noticed you have a [year/make/model]. I want to let you know that [Vehicle Make] has issued a safety recall on that vehicle — recall number [NHTSA #]. The recall is related to [plain-English description — e.g., a potential issue with the fuel pump that can cause stalling]. This is something you'll want to get taken care of at your [Make] dealer, and the repair is covered under the recall at no cost to you."
"I just wanted to make sure you had this information."
"I just wanted to make sure you had this information."
→ PAUSE. Let them respond. Do not continue to Beat Two until they've spoken.
Beat twoOnly after they respond to Beat One
✓ They thank you / say they didn't know
"Of course — that's exactly why I wanted to call. You can also look up the full details at NHTSA.gov and enter your VIN to confirm your specific vehicle is included."
"One thing I'd also offer — and there's absolutely no obligation — is that before you take it to the dealer, we'd be happy to do a complimentary safety inspection on your vehicle. That way you walk in knowing exactly where your car stands on everything else. If the dealer tries to recommend additional services while you're there for the recall, you'll already know whether you actually need them. Would that be of any use to you?"
✗ They're frustrated ("Why didn't the manufacturer tell me?")
"That's a fair question. Manufacturers do send recall notices by mail but they can take time, and sometimes they don't reach customers with older vehicles or recent moves. That's actually part of why I wanted to call — I didn't want you to miss it."
Then offer Beat Two if the tone allows.
→ They already knew
"I'm glad you're on top of it. Have you been able to schedule it with the dealer yet? ... Great. And if you ever want us to do a quick inspection before or after your dealer visit, we're always here for that."
Voicemail
Voicemail script
"Hi, this message is for [First Name]. This is [Your Name] from [Shop Name]. I'm calling because I noticed you have a [year/make/model] and [Make] has issued a safety recall that may apply to your vehicle — recall number [NHTSA #]. I wanted to make sure you had this information. Please call me back at [phone number] so I can share the details. This is important information for your vehicle's safety. [Phone number]. Thank you and have a great day."
Most common objection
They say
"I'll just let the dealer handle everything."You say
"That makes complete sense — and the recall repair should absolutely be done at the dealer since it's covered under the recall at no cost. The inspection we'd offer is just for your own peace of mind beforehand — so you know exactly where your vehicle stands on everything else before you walk in. But if you're comfortable, there's absolutely no pressure."Coach's note
The most important delivery note in this entire library
The entire power of this call rests on leading with pure information and zero agenda. If you go straight to "and we'd love to inspect your vehicle," it sounds like a sales pitch and the trust is gone before you've finished the sentence. Give them the recall information. Stop. Let them thank you. That gratitude is your permission to offer the inspection. Beat one earns you the right to beat two. Never reverse the order. Practice this call more than any other in the library.
12
Before you call
What season is approaching and approximately when
What vehicle systems are most at risk in that season
Two appointment slots ready
Opening
"Hi, may I speak with [First Name]? ... [First Name], this is [Your Name] with [Shop Name]. Is now a good time to talk?"
Winter version
"I'm calling because we're getting close to the cold season and I just wanted to personally reach out to make sure your vehicle is ready. Colder temperatures are hard on batteries, cooling systems, and tires — and we'd love to get you in for a quick winter readiness check before the weather turns."
"It's a comprehensive inspection — we'll check your battery, coolant, brakes, and tires and make sure everything is where it needs to be. Would [time option A] or [time option B] work for you?"
"It's a comprehensive inspection — we'll check your battery, coolant, brakes, and tires and make sure everything is where it needs to be. Would [time option A] or [time option B] work for you?"
Summer version
"I'm calling because summer heat is the number one cause of battery failure and cooling system stress, and I just wanted to personally reach out to make sure your vehicle is ready before the really hot days hit. We'd love to get you in for a quick summer readiness check — air conditioning, cooling system, battery, and belts."
"Would [time option A] or [time option B] work for your schedule?"
"Would [time option A] or [time option B] work for your schedule?"
Branches
✓ Yes
"Perfect. We'll get you taken care of and make sure you're in great shape heading into [season]."
✗ "My car is fine"
"I'm sure it is — and most of the time it checks out great. But battery failures and cooling system issues tend to show up right when the temperature peaks. Thirty minutes now gives you peace of mind for the whole season. Can I get you in just for a quick look?"
→ "I just had it serviced"
"That's great. If you were in with us recently, I can pull up your records and check exactly what was covered. If the battery and cooling system were looked at, you're probably in great shape. Let me check and I'll let you know."
Voicemail
Voicemail script
"Hi, this message is for [First Name]. This is [Your Name] from [Shop Name]. With [winter / summer] approaching, I just wanted to personally reach out and make sure your vehicle is ready for the season. We'd love to do a quick seasonal readiness check — [battery, cooling system, tires / air conditioning, belts, cooling system]. Give me a call at [phone number] and we'll find a time. [Phone number]. Have a great day."
Coach's note
Delivery tip
The urgency on this call is real and the customer knows it. Don't over-explain the risks — one honest sentence about what cold or heat does to a battery is enough. Then ask for the appointment. You don't need to scare them into coming in. The season does that for you. Weather-related calls have some of the highest conversion rates in the calendar because the timing always makes sense.
13
Before you call
Upcoming holiday and approximate travel window
Customer name and vehicle
Two appointment slots — timing is tight before major holidays
Opening
"Hi, may I speak with [First Name]? ... [First Name], this is [Your Name] with [Shop Name]. Is now a good time to talk?"
Purpose statement
"I'm calling because [Thanksgiving / Memorial Day / the holidays] are coming up and I know a lot of families are hitting the road. I just wanted to personally reach out and offer you a complimentary pre-trip safety inspection — we'll check tires, brakes, fluids, battery, and lights to make sure your vehicle is road-ready before you go."
"This is our way of making sure our customers can travel with confidence. Would [time option A] or [time option B] work for you to come in before you head out?"
"This is our way of making sure our customers can travel with confidence. Would [time option A] or [time option B] work for you to come in before you head out?"
Branches
✓ Yes
"Perfect. We'll get you fully checked out and if we find anything that needs attention, we'll let you know right away so you have time to take care of it before your trip. Travel safe."
✗ "We're not traveling this year"
"That's completely fine — the offer stands for any time. If anything comes up before or after the holiday, we're always here. Have a wonderful [holiday]."
→ "We're only going a short distance"
"That's great — and this inspection is just as useful for local driving as it is for long trips. It's really just about making sure everything is covered. And since there's no charge, there's no downside to knowing. Can I get you in for a quick look?"
Voicemail
Voicemail script
"Hi, this message is for [First Name]. This is [Your Name] from [Shop Name]. With [the holidays] coming up and families hitting the road, I just wanted to personally offer you a complimentary pre-trip safety inspection — tires, brakes, battery, and fluids — just to make sure you're road-ready. Give me a call at [phone number] and I'll get you on the schedule. [Phone number]. Safe travels and have a wonderful holiday."
Coach's note
Delivery tip
Lead with the family safety angle — not the service. "I want to make sure your family gets there safely" is the most authentic version of this call, and it's completely true. This call builds the kind of loyalty that generates referrals because it's the most personal thing a shop can do. Keep it short, warm, and genuine. The complimentary inspection offer removes all friction. When something is found, the customer is grateful — not pressured.
Category E — Relationship Building & Loyalty
6 scripts
14
Before you call
Customer name and how long since their last visit
Their vehicle and any upcoming service needs based on history
A specific current offer — never call without one
Opening
"Hi, may I speak with [First Name]? ... [First Name], this is [Your Name] with [Shop Name]. Is now a good time to talk?"
Purpose statement
"I just wanted to personally give you a call and check in. It's been a little while since we've seen you and I just want to make sure everything is going well with your [vehicle] and that you're completely satisfied with the service you've received from us."
"How is everything?"
"How is everything?"
→ Let them respond. If all is well, continue to offer.
Branches
✓ Path A — All is well
"That's great to hear. I also wanted to let you know we're currently running [specific offer]. It's a great time to get in if you're coming up on any service. Would something like that be useful for you right now?"
If yes: "Perfect. Let me get you on the schedule. I have [time A] and [time B] — which works for you?"
If no: "No problem at all — I just wanted to make sure you knew about it. Please keep us in mind and if anything comes up, you've got my number."
If no: "No problem at all — I just wanted to make sure you knew about it. Please keep us in mind and if anything comes up, you've got my number."
✗ Path B — Something wasn't right on a past visit
"I'm really glad you told me. Tell me more about what happened."
Listen. Acknowledge. Do not defend. Offer to make it right with a specific gesture. Then: "I'd love the chance to show you who we really are. Can I get you back in — on us?"
Voicemail
Voicemail script
"Hi, this message is for [First Name]. This is [Your Name] from [Shop Name]. I just wanted to personally reach out and check in — we haven't seen you in a little while and I wanted to make sure everything is going well with your vehicle. I also wanted to let you know about [current offer]. Give me a call at [phone number] whenever you have a moment. [Phone number]. Hope all is well — talk soon."
Coach's note
Delivery tip
This call is purely relational. It should not feel like a sales call. The offer is a natural add-on — not the point of the call. If the customer doesn't bite on the offer, that's fine. You called, they heard your voice, they're reminded of the shop. That is the win. Customers who receive this call consistently are the ones who refer others and stay loyal for years.
15
Before you call
Your name and role — practice saying it naturally
A specific current offer to mention
Customer name and their vehicle
Opening
"Hi, may I speak with [First Name]? ... [First Name], this is [Your Name] with [Shop Name]. Is now a good time to talk?"
Purpose statement
"I'm reaching out because I recently joined the team here at [Shop Name] and I'm making it a personal priority to introduce myself to our customers. My name is [Your Name] and I'm [your role]. I just wanted to put a name and a voice to the shop and let you know that I'm here whenever you need anything."
"How has your experience been with us?"
"How has your experience been with us?"
Branches
✓ Path A — Positive response
"That's really great to hear — and I want to make sure you receive that same experience every time. I'm also calling to let you know we're currently running [current offer]. If your vehicle is due for anything, I'd love to get you on my schedule personally. Would [time option A] or [time option B] work?"
If appointment set: "Perfect. I'll make a personal note to be here when you come in. I look forward to meeting you."
✗ Path B — "I already have someone I work with there"
"That's great — I'm not trying to replace anyone. I just wanted to make sure you knew you have one more person in your corner here. If [other advisor] is ever unavailable, you've always got me as a backup. I'll let them know I connected with you."
Voicemail
Voicemail script
"Hi, this message is for [First Name]. This is [Your Name] — I recently joined the team at [Shop Name] and I'm personally reaching out to introduce myself to our customers. I just want you to know I'm here if you ever need anything and I'd love to earn your business. Please give me a call at [phone number]. [Phone number]. I look forward to talking with you."
Coach's note
Delivery tip
This call is an opportunity to claim a customer relationship from day one. People are loyal to people — not to shops. If you call in your first two weeks and introduce yourself personally, you've begun a relationship that will outlast any promotion or discount. Make every call on this list during your first week. By the time you've been there a month, you'll have a personal customer base that calls and asks for you specifically.
16
Before you call
Customer name, vehicle, date of last visit, last service performed
A win-back offer pre-approved by management (complimentary service, discount)
Any notes in the CRM about why they may have stopped coming in
Opening
"Hi, may I speak with [First Name]? ... [First Name], this is [Your Name] with [Shop Name]. Is now a good time to talk?"
Purpose statement
"I'm calling because we haven't seen you since [approximate date / last service] and I just wanted to personally reach out and check in. I want to make sure everything is going well — and honestly, I want to see if there's anything we can do to earn your business back."
"How has your [vehicle] been treating you?"
"How has your [vehicle] been treating you?"
Branches
✓ Path A — Drifted, no specific issue
"That's really good to hear. Life gets busy and these things just slip. We'd genuinely love to have you back. I'd also like to do something to welcome you — [win-back offer]. It's our way of saying we miss seeing you. Would it make sense to get you in for your next service?"
Close for appointment: "I have [time A] and [time B] available — which works better for you?"
✗ Path B — Had a bad experience
"I really appreciate you telling me that — and I'm sorry. Can you share what happened?"
Listen without interrupting or defending. Then: "That's not the experience we ever want a customer to have, and I completely understand why that would make you go elsewhere. What I'd like to do is have you come back in and let us do it right this time. I'll personally make sure your visit goes the way it should. Would you be open to giving us another chance?"
→ Path C — Found somewhere closer or cheaper
"That makes complete sense — convenience matters. I'm not going to argue with that. I just want you to know we're always here if you need us, and if you're ever looking for a second opinion or have a specific need we might handle better, please keep us in mind. Is it alright if I stay in touch?"
Voicemail
Voicemail script
"Hi, this message is for [First Name]. This is [Your Name] from [Shop Name]. It's been a while since we've seen you and I just wanted to personally reach out and check in. We'd genuinely love to have you back and I have something I'd like to offer you as a thank-you. Please give me a call at [phone number] whenever you have a moment. [Phone number]. I hope all is well — I look forward to talking with you."
Most common objection
They say
"I've just been using [other shop / dealership]."You say
"Completely understandable — I just wanted to reach out and let you know we're still here and we'd love to earn your business back whenever the time is right. Would it be alright if I stayed in touch every few months?"Coach's note
Delivery tip
The lapsed customer didn't leave because they hate you. They left because something was easier, closer, or cheaper — or they just forgot. A warm personal call almost always gets a warm response. Don't over-explain or over-apologize. Just be genuine. "We miss seeing you and we'd love to have you back" is more powerful than any pitch you can make. And the win-back offer gives them a reason that doesn't feel like charity.
17
Before you call
Name of the referring customer
Name of who they referred and what service they came in for
Specific thank-you offer pre-approved by management
Opening
"Hi, may I speak with [First Name]? ... [First Name], this is [Your Name] with [Shop Name]. Is now a good time to talk?"
Purpose statement
"I'm calling to personally thank you. [Referred customer's name / 'A friend of yours'] came in to see us and mentioned that you sent them our way. That means a great deal to us — there's no higher compliment than a customer who trusts us enough to recommend us to someone they care about."
"I just wanted to personally say thank you."
"I just wanted to personally say thank you."
→ Let them respond. Then continue.
The offer + close
After they respond warmly
"I'd also love to do something for you as a thank-you. [Specific offer — e.g., a complimentary tire rotation with your next oil change / $25 credit toward your next service]. It's just our way of saying we appreciate you."
"While I have you — are you coming up on anything for your [vehicle]? I'd love to get you on the schedule."
"While I have you — are you coming up on anything for your [vehicle]? I'd love to get you on the schedule."
If yes: "Perfect. I have [time A] and [time B] available — which works better?"
If no: "That's great. The thank-you offer stands whenever you're ready — just mention it when you call. And please know how much we appreciate you. You're exactly the kind of customer we love to take care of."
If no: "That's great. The thank-you offer stands whenever you're ready — just mention it when you call. And please know how much we appreciate you. You're exactly the kind of customer we love to take care of."
Voicemail
Voicemail script
"Hi, this message is for [First Name]. This is [Your Name] from [Shop Name]. I'm calling to personally thank you — a friend of yours came in to see us and mentioned you sent them our way. That means so much to us and I just wanted you to know how much we appreciate it. I'd also love to offer you something as a thank-you. Please give me a call at [phone number] whenever you have a moment. [Phone number]. Thank you again — have a wonderful day."
Coach's note
Delivery tip
This call needs to feel like a genuine thank-you — not a sales call wearing a thank-you costume. Lead with gratitude. Mean it. The service offer comes after, and it will almost always be accepted because the customer is in a warm, receptive state. This is also the call most likely to generate a second referral. Customers who feel seen and appreciated become your best marketing channel.
18
Before you call
Customer name, what service they came in for, final invoice
Name of the advisor who served them
Any relevant upcoming service based on what was done
Opening
"Hi, may I speak with [First Name]? ... [First Name], this is [Your Name] with [Shop Name]. Is now a good time to talk?"
Purpose statement
"I'm calling because you came in with us for the first time recently and I just wanted to personally welcome you and make sure your experience went exactly the way it should. How was everything?"
Branches
✓ Path A — Positive experience
"That's really wonderful to hear. We put a lot into making sure every customer — especially a new one — feels taken care of. I want you to know that you've got a direct line to me from here out. My name is [Your Name] and I'm always here if you need anything."
If service is coming due: "I also noticed that [upcoming service] may be worth scheduling on your next visit. Would you like to go ahead and get that on the calendar?"
✗ Path B — Something wasn't right
"I'm really glad you told me — and I'm sorry that happened on your first visit. That is not the experience we want anyone to have. Tell me more about what happened."
Listen fully. Acknowledge. Then: "I want to do whatever it takes to make this right. Can I get you back in so we can take care of this properly and show you who we really are?"
Voicemail
Voicemail script
"Hi, this message is for [First Name]. This is [Your Name] from [Shop Name]. You came in with us for the first time recently and I just wanted to personally welcome you and make sure your experience was everything it should have been. Please give me a call at [phone number] — I'd love to connect and make sure you have a direct line to me for anything you need. [Phone number]. Welcome to the family — we're really glad to have you."
Coach's note
Delivery tip
"Welcome to the family" is the right tone for this call. You're not auditing their experience — you're beginning a relationship. Keep it short and genuine. The goal is that they hang up feeling like they found a shop that actually cares about them as a person. That feeling is what creates a second visit, a third visit, and eventually a referral. This call is how you turn a first-time customer into a lifetime one.
19
Before you call
Customer name, vehicle, and date of first visit
Brief summary of their service history this past year
A loyalty offer pre-approved by management (complimentary service, priority scheduling, discount)
Any services that may be upcoming based on their history
Opening
"Hi, may I speak with [First Name]? ... [First Name], this is [Your Name] with [Shop Name]. Is now a good time to talk?"
Purpose statement
"I'm calling because it's been just about a year since you first brought your [vehicle] in to see us — and I just wanted to personally reach out and say thank you. A full year of trusting us with your vehicle means a great deal to our team."
"How has the [vehicle] been treating you?"
"How has the [vehicle] been treating you?"
→ Let them respond. Then continue with the history summary.
Continue
After they respond
"That's great to hear. I looked back over your service history and it looks like [brief summary — e.g., you've been in three times this year, we've taken care of your oil changes and replaced your front brakes]. Your vehicle has been well cared for."
"I'd also love to offer you something as a thank-you for a full year with us — [loyalty offer]. It's just our way of saying we appreciate you."
"While I have you — are you coming up on anything for the [vehicle]? I can look at your history and tell you if anything is due."
"I'd also love to offer you something as a thank-you for a full year with us — [loyalty offer]. It's just our way of saying we appreciate you."
"While I have you — are you coming up on anything for the [vehicle]? I can look at your history and tell you if anything is due."
If yes to service: "Perfect. I have [time A] and [time B] — which works better?"
If no: "That's great — everything sounds well maintained. The loyalty offer stands whenever you're ready. Just mention it when you call. Thank you again — truly."
If no: "That's great — everything sounds well maintained. The loyalty offer stands whenever you're ready. Just mention it when you call. Thank you again — truly."
Voicemail
Voicemail script
"Hi, this message is for [First Name]. This is [Your Name] from [Shop Name]. It's been just about a year since you first came in to see us and I just wanted to personally call and say thank you. A full year of trusting us with your vehicle really means a lot. I also have a small thank-you offer for you. Please give me a call at [phone number] whenever you have a moment. [Phone number]. Thank you for being such a great customer — talk soon."
Most common reaction
They say
"Oh wow — I didn't expect this call."You say
"That's exactly how we like it. We just really appreciate your business and wanted to make sure you knew that. It's been a great year."Coach's note
Delivery tip — the final word in this library
Nobody gets this call. That's the entire point. The surprise of being remembered — one year later, before you've asked them for anything — is more powerful than any marketing your shop can run. Keep it short, warm, and completely genuine. The offer is secondary. The relationship is the whole thing. When you make this call and mean it, customers tell their friends. Not because of what you offered — but because of how you made them feel. That's what this entire system is built on.