How Should We Follow Up Deferred EVHC Work?

Not every customer will authorise recommended work immediately. When EVHC items are deferred, clear and helpful follow-up can support customer confidence, vehicle maintenance and long-term aftersales relationships.

Support Page Body – EVHC | RTS Automotive Essentials

Deferred work is a normal part of the EVHC process. Customers may choose not to authorise work immediately for several reasons, including cost, time, personal circumstances or needing to consider their options. The follow-up conversation should therefore feel helpful and supportive, not pressured.

EVHC

Five stages of an effective deferred work follow-up

Stage 1

Understand What Was Deferred

Before contacting the customer, review the original EVHC findings to ensure the follow-up is accurate and relevant.

Which items were deferred

Whether the items were red or amber

What explanation was given during the visit

Whether images, video or measurements were provided

Any notes about the customer’s decision

Stage 2

Prioritise Safety and Urgency

Not all deferred items carry the same level of urgency. When following up, explain the level of urgency clearly and avoid exaggerating the issue.

Red items may require prompt follow-up — they could affect safety, roadworthiness or reliability

Amber items may be more suitable for planned maintenance conversations

Stage 3

Make the Conversation Helpful

A strong follow-up should remind the customer what was identified and why it matters. Keep the conversation practical and customer-focused.

“We identified that your front tyres were approaching replacement level. This was marked as amber, so it does not require immediate action, but it should be monitored. We can arrange a convenient time to recheck or replace them before they become more urgent.”

Stage 4

Offer Clear Options

Customers are more likely to respond positively when the next step is simple. The aim is to help the customer manage their vehicle, not simply to chase a sale.

Booking the work now

Scheduling a future appointment

Rechecking the item at a later date

Providing a quotation

Combining the work with another planned visit

Stage 5

Record the Outcome

After the follow-up, update the customer record to support consistent communication and reduce the risk of repeated or irrelevant contact.

Whether the customer authorised the work

Whether a booking was made

Whether the customer declined

Any preferred follow-up date

Any additional customer comments

Best Practice

Review the original EVHC before contacting the customer
Prioritise safety-related and urgent items
Explain deferred work clearly and calmly
Offer practical booking or recheck options
Avoid pressure-based language
Record the outcome accurately

Helpful follow-up supports customer trust and keeps important vehicle maintenance visible.