How Often Should Amber Work Be Followed Up?

How Often Should Amber Work Be Followed Up?

One of the most common questions service teams ask about amber follow up is a simple one.

How often should we actually be following this work up?

Too little follow up feels careless. Too much follow up feels pushy.

Finding the right balance is where many dealerships struggle.

The mistake is thinking there is one fixed answer

There is no single rule that works for every advisory.

Amber work covers a wide range of issues, from tyres that will need replacing soon, to components that are worn but still serviceable.

What matters is not a fixed number of reminders, but whether the follow up feels reasonable and expected.

That expectation is usually set during the original conversation.

Follow up should be tied to when the work is due

Good amber follow up starts with timing, not frequency.

Most amber advisories naturally fall into one of three timeframes:

• One to two months
• Around three months
• Before the next MOT or service

Following up around these points feels natural because it aligns with what the customer was told at the time.

Contacting a customer weeks earlier than expected often feels unnecessary. Contacting them long after the agreed time feels like the moment has passed.

One initial reminder is usually enough to start

In most cases, a single, well timed reminder is all that is needed.

This reminder should:

• Refer back to the original discussion
• Be specific about the advisory
• Make it easy for the customer to respond or ask a question

Many customers will respond at this point if they intend to proceed.

A second reminder can be reasonable

If there is no response, a second reminder can be appropriate.

This is not about pressure. It is about acknowledging that people miss messages or forget.

A short gap, often around a week, gives customers time without feeling chased.

There should always be a clear stopping point

One of the most important aspects of good amber follow up is knowing when to stop.

After:

• An initial reminder
• A reasonable follow up
• A final check in

The process should end.

Continuing to contact customers indefinitely does not improve outcomes and can damage trust.

Clear closure protects both the customer relationship and the dealership.

Why more reminders rarely improve conversion

It is tempting to assume that more follow up leads to more bookings.

In reality, repeated reminders often:

• Reduce response rates
• Create irritation
• Blur responsibility
• Increase admin without return

Customers who want the work done usually respond early. Those who do not respond after reasonable contact have often made their decision.

Follow up should feel like follow through

The best amber follow up feels like the dealership is simply doing what it said it would do.

There is no urgency. No sales language. No pressure.

Just a reminder at the agreed time, and then space for the customer to decide.

Advisors should not be deciding this each time

When advisors are left to decide:

• How often to follow up
• When to stop
• How to phrase messages

Outcomes become inconsistent.

Some customers get contacted multiple times. Others not at all.

Clear, limited follow up works best when it is handled consistently rather than individually.

A final thought

Amber work does not fail to convert because dealerships follow up too little or too much.

It fails when follow up is unpredictable.

The right number of reminders is not about maximising contact. It is about matching what was discussed, reminding once or twice at the right time, and then stopping.

That balance is what customers expect, even if they never say it out loud.

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Understand the fundamentals of [follow up amber work](/) and how consistent systems improve outcomes without adding pressure.