Why "We'll Mention It at the Next Visit" Rarely Works

Why "We'll Mention It at the Next Visit" Rarely Works

It is one of the most common phrases used when discussing amber work.

"We'll keep an eye on it." "We'll mention it next time." "Let's see how it goes and pick it up on the next visit."

It sounds reasonable. It feels low pressure. And in the moment, it keeps the conversation moving.

But in practice, this approach rarely leads to the work being completed.

Good intentions are not a system

Most missed amber work is not the result of neglect.

It is the result of good intentions without a structure to support them.

Once the vehicle leaves:

- The customer gets on with their life - The workshop moves on to the next job - The advisory lives only in a past conversation or a note

Without a clear follow up point, there is nothing to bring that discussion back at the right time.

The next visit is often not when you think it will be

Relying on "the next visit" assumes there will be one, and that it will arrive at the right moment.

In reality:

- Customers delay servicing - Vehicles are taken elsewhere - Timeframes stretch quietly

By the time the car does return, the context of the original discussion is often lost.

What was once a planned piece of work becomes a surprise, or worse, something the customer feels was never clearly explained.

Memory fades faster than expected

Even when customers fully understand an advisory at the time, memory fades.

Weeks or months later:

- Details are forgotten - Importance is reduced - The issue feels less relevant

Silence from the dealership unintentionally reinforces the idea that the work was optional or not important.

Follow up replaces assumption with clarity

A simple, well timed follow up removes guesswork.

It reminds the customer:

- What was discussed - Why it matters - When action was expected

It also reassures them that the dealership has not forgotten and is acting consistently.

This is not chasing. It is following through.

Why structure matters

When follow up relies on individual memory or judgement, outcomes vary.

Some advisories are remembered. Others are not. Some customers are contacted. Others are not.

A clear follow up process ensures:

- Every customer is treated the same - No work is lost quietly - No pressure is applied unnecessarily

A final thought

"We'll mention it next time" feels helpful in the moment.

But without a defined follow up point, it often means the conversation never resumes.

Amber work is far more likely to convert when the dealership takes responsibility for remembering, rather than hoping the timing works out naturally.

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Learn how [amber follow up](/) can be structured to ensure consistency and improve conversion rates.