Every shop has a pile of declined jobs sitting in their system. Brake flushes customers said “not today” to. Transmission services they wanted to “think about.” Tire replacements they’re putting off until next month — which turns into next quarter, which turns into never.
That declined work represents real revenue. And most shops either ignore it completely or handle the follow-up in a way that actively drives customers away.
There’s a better approach.
Why Calling About Declined Work Backfires
Let’s start with what not to do: don’t have your service advisors cold-call customers about declined jobs.
It feels proactive. It feels like good salesmanship. But in practice, these calls come across as pushy and salesy. The customer didn’t want the service when they were standing at your counter — a phone call two weeks later isn’t going to change their mind. What it will do is create resentment.
And resentful customers don’t come back.
This is one of the biggest mistakes shops make with declined work follow-up. They treat it like a sales problem when it’s actually a communication and process problem.
The Two-Part System That Actually Works
1. Automate the Reminder (Not the Sales Pitch)
Instead of a phone call, set up an automated message — email or text — that goes out several weeks after the original repair is closed.
The key is tone. This isn’t “Hey, you still need that brake flush!” It’s more like:
> “Hi [Name], we recommended a brake fluid service during your last visit. If you have any questions about what was recommended or would like to schedule, we’re happy to help. Just give us a call.”
No pressure. No hard sell. Just a gentle nudge that positions your shop as helpful, not hungry. The customer doesn’t feel like they’re being chased — they feel like you’re looking out for them.
Shop management systems with built-in marketing automation make this effortless. You set it up once, and it runs in the background — converting declined jobs into booked appointments without your advisors spending a minute on the phone.
2. Catch It at the Next Check-In
Here’s where the real money is: train your service advisors to review declined jobs at every check-in.
When a returning customer drops off their vehicle, the advisor should already know what was declined last time. Before the tech even touches the car, the advisor can say:
> “I see last time we recommended a brake fluid flush. Have you had that done elsewhere, or would you like us to add it to today’s work?”
This is natural. It’s helpful. It shows the customer you’re paying attention. And it saves the technician from having to re-inspect and re-write something that was already identified.
If the customer had it done elsewhere, great — remove it from the recommended list so it doesn’t keep coming up. If not, re-add it to the ticket. Either way, you’ve provided better service and created an opportunity to capture revenue that would have otherwise disappeared.
Why This Matters for Your Numbers
Declined work isn’t just lost revenue — it’s identified revenue. Your team already did the inspection. The customer already heard the recommendation. The hardest part is done.
Shops that systematically follow up on declined work — through automation and advisor process — consistently see:
- Higher average repair orders on return visits
- Better customer retention (because the follow-up feels like service, not sales)
- Reduced inspection redundancy (techs aren’t re-discovering the same issues)
Follow-Up vs. Selling: Know the Difference
There’s an important distinction between following up with a customer and selling to a customer.
Following up means checking in to see how the vehicle is running. Asking if they’re happy with the work. Making sure nothing was missed. That kind of follow-up builds trust and loyalty — especially when it comes from someone who wasn’t the advisor on the original ticket.
Selling means calling to push a service they already said no to.
One builds your brand. The other erodes it.
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Want to see how automated declined-job follow-up works inside a modern shop management system? Book a free Strategy Session with the Shop4D team — we’ll look at your current workflow and show you exactly where revenue is slipping through the cracks.