Most oil change customers do not leave because of a bad service. They leave because they forget, and the shop down the road happens to be closer on the day the oil light comes on. Oil change reminders by distance (km) and time fix that: you know when each car is due, and you get in touch first.
This guide shows how to work it out, whether you use a notebook or software.
Why do oil change customers stop coming back?
- They do not remember when the last change was.
- The sticker on the windscreen faded or was never put on.
- They change cars, phone numbers or routes.
- Nobody from the shop contacted them.
Only the last one is fully in your hands, and it is the cheapest to fix.
What information do you need at every visit?
Five things, written every time:
- Plate number of the vehicle.
- Customer’s name and phone number.
- Odometer reading today.
- What was used: oil grade and quantity, filter, any other service.
- Next change km: today’s km plus the change interval for that oil.
Without the odometer reading, nothing else works. Make it a rule: no reading, no bill.
How do you work out the next oil change by km?
The next change km is simple:
Next change km = today’s odometer + change interval
For example, a car at 84,200 km gets an oil with a 5,000 km interval. The next change is at 89,200 km.
But you cannot call a customer “at 89,200 km”; you need a date. For that you need to know how far the car drives in a day.
How do you turn km into a date?
Use the last two visits:
Km per day = (today’s km − last visit’s km) ÷ days between the visits
Then:
Days until due = change interval ÷ km per day
| Car | Km per day | Interval | Days until due |
|---|---|---|---|
| Daily office commute | 40 | 5,000 km | about 125 days |
| Ride-hailing car | 180 | 5,000 km | about 28 days |
| Weekend car | 15 | 5,000 km | about 333 days |
Look at the weekend car. By km it will not be due for almost a year, but engine oil also ages with time. That is why you should also set a maximum number of days between changes, and remind at whichever comes first: the km or the days.
For a first-time customer with no history, use a sensible default daily distance and let the next visit correct it.
What should the windscreen sticker say?
The sticker is the reminder the customer sees every day. Keep it clear:
- Shop name and phone number
- Date of this change
- Oil grade used
- Next change at: 89,200 km
- An expected date, if you have one
Place it where the driver sees it, usually the top corner of the windscreen. A sticker with your phone number also brings the car back to your shop, not just to a shop.
How do you build a daily calling list?
Each morning, list every car whose expected date falls within the next few days. For each, note:
- plate, name and phone;
- last visit date and km;
- what they used last time.
Then call or message. Keep the message short and personal:
“Hello, this is [shop name]. Your [car] had its oil changed on 12 August at 84,200 km. By our estimate it is due soon. We are open until 7 pm today. Should we expect you?”
You can send that message yourself from the shop’s phone, by text or your usual chat app. Mention what they used last time so they know you remember them.
How do you record the result of a reminder?
Write one of these against each name:
- Called: spoke to them.
- Will come: gave a day.
- No answer: try again in two days.
- Not interested: sold the car, moved, or uses another shop. Skip them this round.
This stops two staff calling the same person, and tells you which reminders work.
What other reminders can bring customers back?
Once you have km and dates, you can do more:
- Air filter and other filters every few oil changes.
- Tyre rotation after a set number of km.
- Customers not seen lately: no visit for, say, 120 days.
- Products that run out, like coolant or brake oil.
Do not overdo it. One useful reminder beats three that feel like advertising.
When is the best time to remind a customer?
Timing matters as much as the message. A few practical rules:
- Remind a few days before the due date, not on it. People need time to plan a visit.
- Avoid early mornings and late nights. Late morning and early evening usually get the friendliest answers.
- Think about the week. Many customers prefer to come on their day off, so a reminder a day or two before the weekend works well.
- Avoid public holidays and family meal times. Use common sense about the local calendar.
- Stop after two tries in one round. Record “No answer” and move on.
How do you collect correct phone numbers?
A reminder is only as good as the phone number behind it. Many shops have half their customers with no number or a wrong one.
- Ask for the number at the first visit, before the work starts, not while the customer is paying and in a hurry.
- Read it back to them, digit by digit.
- Ask whose number it is. For company cars or family cars, the driver and the person who decides may be different people.
- Ask which number they use for chat apps, if they prefer messages.
- Update the number whenever a call fails or the customer mentions a new one.
Tell customers why you are asking: “We will remind you when the next oil change is due.” Most are happy to share a number for that.
How do you know if reminders are working?
Check once a month:
- How many customers on the list came back within two weeks?
- How many said “not interested”, and why?
- Are repeat customers a growing share of your bills?
If people come back but late, shorten the days before the due date when you call.
How does RMS handle oil change reminders?
At the counter you press F2, type the plate, enter today’s km and press F9 to repeat the last oil and filter. The bill shows the next change km and an expected visit date, worked out from how far the car usually drives a day; with no history, 50 km a day is assumed. RMS prints a windscreen service sticker with the next change km.
The Due list shows who to call today: service due by km or by days since the last visit, whichever comes first, plus tyre rotation, products due and customers not seen lately. You record Called, Will come, No answer or Not interested, and print or export the list. RMS does not send SMS or chat messages itself; you call or message from your own phone. When the customer comes back, the reminder closes by itself. See service reminders and the oil change shop page.
Your reminder checklist
- Odometer reading on every bill
- Next change km on every bill and sticker
- A maximum number of days as well as km
- Daily calling list, checked every morning
- Result recorded for every call
- Monthly check on who came back
Try RMS free for 14 days
Every installation of RMS starts with a free 14-day trial with all Pro features. No card is needed. Download RMS, bill your regulars for two weeks, and watch the Due list fill up.