Customer Follow-Up Automation That Actually Works
Following up manually is hit-or-miss. Automation ensures every customer gets touched at the right time.
Customer Follow-Up Automation That Actually Works
You meant to follow up with that customer. Then three weeks passed.
They rebooked... with someone else.
The Follow-Up Problem
Manual follow-up fails because:
- You forget
- You're too busy
- It feels awkward
- No system = no consistency
What to Automate
Post-job (2-4 hours):
Review request
Post-job (1 week):
"How's everything working? Any issues?"
Seasonal (3-6 months):
"Time for maintenance?" / "Ready for summer AC tune-up?"
Anniversary (1 year):
"Been a year since we serviced your [X]. Time for a check-up?"
The Value of Each Touchpoint
| Touchpoint | Purpose | Revenue Impact |
|---|---|---|
| Review request | Build reputation | +20% future calls |
| Week-1 check | Catch issues, build trust | Referrals |
| Seasonal | Generate repeat business | $200-500/rebooking |
| Anniversary | Stay top-of-mind | $300-800/rebooking |
Simple Setup
Minimum viable automation:
Better automation:
Tools
- Fixly: Review requests + reminders built-in
- Jobber/Housecall Pro: CRM with follow-up features
- Mailchimp: Email-only, DIY setup
The Compound Effect
One follow-up might rebook one customer.
Consistent follow-up to all customers over years:
- 10% more repeat business
- 20% more referrals
- Dominant market position
Automation makes consistency possible.
Frequently Asked Questions
Won't customers find automation annoying?
Not if it's relevant and well-timed. One follow-up is expected. Spam is not.
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