🛠️ Job Completion Customer Follow-Up Playbook

For Home Service Business Owners (HVAC, Plumbing, Electrical, Landscaping & More)

🧭 Purpose of This Playbook

Most home service businesses focus so much on completing jobs that they overlook one of the most powerful levers for growth: strategic follow-up. This playbook gives you a structured post-service process designed to:

• Turn one-time customers into repeat clients
  
  
• Increase online reviews
  
  
• Upsell or cross-sell other services
  
  
• Encourage customer referrals
  
  
• Build long-term recurring revenue through service plans
  
  

🗓️ 14-Day+ Strategic Follow-Up Timeline

‍

✍️ Step 1: Handwritten Thank You Card (Day 0)

Why it matters:
Nothing creates a lasting impression quite like a handwritten note. In a digital world full of noise, this analog touchpoint stands out. Customers often save these notes for months—even years—because they feel personal, thoughtful, and sincere.

Psychology at play:

• Triggers emotional connection
  
  
• Enhances trust
  
  
• Reinforces brand loyalty
  
  
• Differentiates your business from competitors
  
  

Pro Tips:

• Send the card the same day the job is completed to create a "magic moment"
  
  
• Use IgnitePOST’s handwritten mail service to automate at scale
  
  
• You can include:
  
  
  
  • Business cards for future contact
    
    
  • Magnets for fridge or garage (great for long-term visibility)
    
    
  • Gift cards or incentives to encourage referrals or rebooking
    
    

Handwritten Card Examples (under 500 characters):

Hi [Customer Name],
Thanks for trusting us with your [type of work]! We truly appreciate your business. If you ever need anything—or know someone who does—we’d love to help again.
– [Your Name], [Business Name]

Hi [Customer Name],
It was a pleasure helping you with your home! We also offer [related services], so keep us in mind for future needs. Thank you again for the opportunity!
– [Your Name]

Hi [Customer Name],
Thanks so much for the opportunity to work on your [project type]. If you ever have questions or need a hand with something else, we’re just a call away.
– [Company Name]

‍

‍

‍

📲 Step 2: Satisfaction Follow-Up Text (Day 1–2)

Why it matters:
A quick, informal check-in via text shows the customer you're still thinking about them and genuinely care about their satisfaction. It helps you identify any issues before they become problems—and creates an opportunity to wow them with great customer service.

Example Text Message:
"Hi [Customer Name], it’s [Tech Name] from [Company]. Just checking in—how’s everything working after the job we did for you? Let us know if anything comes up!"

‍

‍

📧 Step 3: Email Request for Review + Additional Services (Day 3)

Why it matters:
Online reviews are critical for home service businesses. They increase visibility, establish trust with future clients, and improve local SEO rankings. Most happy customers simply need a nudge to leave a review.

What to include:

• A thank-you message
  
  
• A direct ask for a review (with a clickable link)
  
  
• A brief mention of other services you offer that they may not know about
  
  

Example Email Copy:

Subject: How’d we do?
Hi [Customer Name],
Thank you again for choosing [Company Name]! We’d be so grateful if you could leave us a quick review—it really helps us grow and helps others find our services.
👉 [Google/Yelp Review Link]
Also, just a heads-up—we also handle [related service]. If you ever need help there, we’ve got your back.
Thanks again!
– [Your Name]

‍

‍

📞 Step 4: Personal Phone Call (Day 5–7)

Why it matters:
The human touch goes a long way. A 2-minute check-in call strengthens your relationship and builds trust. It's also a perfect time to discuss:

• Ongoing maintenance or annual service plans
  
  
• Other needs they might have (cross-selling opportunity)
  
  
• Ask if they have friends or neighbors who could use your help
  
  

Example Call Script:
"Hi [Customer Name], it’s [Your Name] from [Business Name]. Just wanted to make sure everything is working great after our recent visit. If you ever need help with [related service], we’d be happy to assist. And if you have any friends or neighbors in need, feel free to pass along our info—we’d love to help them too!"

‍

‍

📧 Step 5: Service Plan & Referral Request Email (Day 14)

Why it matters:
Two weeks is enough time for customers to settle in and appreciate the work. Now’s the moment to introduce options that help them stay protected (and increase your recurring revenue).

What to include:

• A brief reminder of the value of maintenance
  
  
• A link or description of your annual service plan
  
  
• A soft ask for referrals
  
  
• A referral incentive if available
  
  

Example Email Copy:

Subject: Keep your systems running year-round 🔧
Hi [Customer Name],
To keep everything running smoothly, we offer a [Yearly/Seasonal] Maintenance Plan that saves you money and helps you avoid surprises.
Also, if you know anyone who needs similar help, we’d love to assist—and we’ll thank you with [referral reward, if applicable].
Interested? Just reply to this email or give us a call!
– [Your Name]

‍

‍

🔁 Step 6: Ongoing Monthly or Quarterly Newsletter

Why it matters:
Staying top-of-mind is essential in the home service industry. A simple, well-timed email can remind a customer to schedule service, ask about a new project, or refer someone your way.

What to include:

• Seasonal reminders and tips (e.g. “It’s time for a furnace tune-up!”)
  
  
• Promotions or limited-time offers
  
  
• Customer success stories or case studies
  
  
• Referral program reminders
  
  
• Highlight different services you offer

‍

‍

🎯 Final Thoughts

By following this playbook, home service businesses can:

• Improve customer retention
  
  
• Earn more 5-star reviews
  
  
• Cross-sell services they already offer
  
  
• Secure long-term, recurring revenue
  
  
• Build a sustainable referral engine
  
  

And the best part? Much of this can be automated using tools like IgnitePOST for handwritten mail and your existing CRM or marketing automation tools for the digital follow-ups.

If you'd like help implementing a follow-up system like this—especially automating personalized handwritten mail—reach out to us today. We'd be happy to help you drive more revenue and repeat business through smart, authentic follow-ups.

www.IgnitePOST.com

sales@ignitepost.com

‍