When customers call to make an appointment, or they walk into your shop you should immediately look at their history in your Mitchell1 management system. Talk to them about previous services they have had in the past and potential repair recommendations they will need in the future, inquire about their desire to have the work completed as soon as possible.
It is important to remind your customers about the services that car is needs because it increases longevity of ownership which saves them money in the long run. Mentoring past recommendations and follow up calls also allows the customers to think about about their vehicle needs in advance so they are not caught off guard when they walk in already concerned about their vehicle.