Open the call list first
The call list puts the highest known value first. Fresh declined work, from the last 30 days, is the easiest call to make because the customer still remembers the visit.
Read the card before you dial
Each card shows the customer, the vehicle, the work that was declined, what it was quoted at and how long ago. Check the phone number and whether the customer agreed to texts before you pick a channel.
Record every result
Reached them, left a message or no answer: one click records it and the next customer loads. Skip, snooze or dismiss anything that shouldn't be called today, so the list stays honest.
Set a reminder for anything that needs a next step
If the customer wants a call back next week, add a reminder with a date. Reminders keep the next step on the customer so the whole team can see it.
Worked example: a Monday morning
The advisor opens the call list and starts with a front brake job declined seven days ago, quoted at $1,480.
The customer answers and books for Thursday. The advisor records the result and the next card loads: a maintenance package declined 73 days ago, still inside the 90-day quote window.
No answer, so the advisor leaves a message, records it and sets a reminder to try again on Wednesday.
Checklist: before the first call of the day
A five-minute pass keeps the day from drifting.
- The call list is sorted the way you intend to work it
- Each card's phone number is correct for the call
- Texts only go to customers who agreed to them
- Anything you can't finish today has a reminder with a date
Common questions
From your shop's declined recommendations and follow-ups, drawn from your Shopmonkey history. There's nothing to enter by hand.
More guides
Other operations guides
Check CRM data quality before you trust a report
A practical checklist for import freshness, customer contactability, vehicle completeness, record linkage, errors, and decision confidence.
Turn appointment requests into confirmed bookings
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Keep parts and vendor costs accountable
Enter every vendor invoice, link parts to the repair order, and keep returns, cores, credits, and aged open costs visible until they close.
Resolve data-quality findings that change the day
Work from import confidence and provenance into contact, duplicate, linkage, and merge findings, and apply the inspected correction.