Repeat customers
Bring past customers back with reminders and follow-up that go out on time.
The people who already said yes are your easiest jobs. We check back in with them at the right time of year, and we follow up on the quotes that went quiet.
See how it works in about a minute and a half. Sound on.
What you get
Seasonal reminders
Tune-ups, cleanups, plan renewals: a friendly note when their service comes due.
Win-backs
Customers who haven't booked in a while hear from you, one offer at a time.
Quote follow-up
Estimates get a check-in at 3, 10 and 30 days. It stops the moment they book or say no.
Call details by email
When someone wants to book, you get one email with everything. You call them back. Missed a call? Callers who say yes to texts get a text back from your shop's name.
Using Jobber?
- Upload your Jobber exports and we'll email you a free follow-up report: who's gone quiet, which quotes stalled, and who to call first.
Three plans
- System · $279/mo. Website, Google profile, reviews, calls answered, every lead followed up and past customers brought back.
- System+ · $697/mo. Everything in System, plus ads run for you. $200/mo in ad spend included.
- System++ · $947/mo. $400/mo in ad spend included.
Billed monthly, or prepay yearly at signup. No setup fees. We're a newer platform, so the first 500 shops lock in founding pricing for life. Live within 1 to 3 days of paying. Postcards are an add-on. Compare plans
Why repeat customers are the easiest work you will get
A past customer already knows your work, already trusts you and already has your number somewhere. Winning them back costs far less than finding someone new, and they usually book faster and argue less about price. The problem is rarely that they were unhappy. Most of the time, they just forgot, or someone else reached them first.
- They know you. No need to win trust from zero.
- They need the work again. Furnaces need tune-ups, lawns need programs, cars need oil changes, hair grows back.
- They refer. A customer you stay in touch with is far more likely to send friends your way.
- They leave reviews. Happy repeat customers write the reviews that bring in new ones.
How to get repeat customers: six steps that work
You don't need a loyalty app or a big email program. For a shop or a service business, getting repeat customers comes down to a few habits done every time:
- 1. Keep one customer list. Name, phone, email, address, what you did and when. Jobber, Housecall Pro, Clover, Square, a spreadsheet or a notebook all work as a starting point.
- 2. Ask for a review after every job. It thanks the customer, keeps you top of mind and tells you early if something went wrong.
- 3. Send service reminders when the work is due. Tied to the season or the service interval, not a random date.
- 4. Follow up on every open quote. A few friendly check ins bring back jobs that would have gone quiet.
- 5. Run a win-back for customers who drifted. One clear, friendly message with one reason to book now.
- 6. Make booking again easy. Reply YES, tap to call, or a link to book or order.
That is the whole system. The hard part is doing it every week while you run the business, which is the part we take off your plate.
Service reminders that go out on time
A good service reminder arrives right when the customer starts to think about the job, and it comes from your shop, not a stranger. We set the timing for your trade and send each reminder by email, or by text for customers who opted in:
- HVAC: furnace tune-ups in early fall, AC checks in spring.
- Lawn care and landscaping: program renewals in late winter, aeration and seeding in fall.
- Auto repair: oil changes, inspections and tire swaps by mileage or season.
- Salons and barbers: a nudge when a client is due for their next cut or color.
- Pest control: plan restarts before spring activity.
- Restaurants: a note to regulars who have not ordered in a while, with ordering that goes straight into your Clover or Square.
Example reminder
Win-back campaigns: how they work
A win-back campaign is for customers who used to book with you and stopped. It is one of the simplest ways to fill a slow month, because these people already know you. Here is how we run them for you:
- Pick who counts as lapsed. For most trades that is no job in 12 to 18 months. For salons and restaurants it is much shorter.
- Send one friendly message. In your business's name, with what you did for them last and one reason to book now.
- One offer at a time, only if you want one. Many win-backs work with no discount at all.
- One follow-up, then stop. If they don't reply, a single check in a couple of weeks later. Anyone who books or says no stops hearing from us.
- Replies come straight to you, and every booking shows up in your monthly report.
Customer follow-up after every quote and every job
Follow-up is where most shops lose repeat work without noticing. A quote goes out, the customer gets busy, and nobody checks back. A job gets done, and nobody asks how it went. We handle both:
- Quote follow-up: check ins at 3, 10 and 30 days on open estimates. It stops the moment they book or say no.
- After the job: a thank you with three choices: leave a Google review, refer a friend, or send private feedback to you by email.
- Missed calls: answered day or night, with the details emailed to you, and callers who say yes to texts get a text back from your shop's name.
Customer retention strategies for a small shop
Most customer retention advice is written for big companies with call centers and loyalty apps. For an independent shop or service business, the strategies that work are simpler and cheaper:
| Strategy | What it looks like | Who does it with us |
|---|---|---|
| Service reminders | A note when the next service is due | We send them |
| Quote follow-up | Check ins at 3, 10 and 30 days | We send them |
| Review and feedback asks | A message after every job | We send them |
| Win-back campaigns | One message to customers who drifted | We send them |
| Doing great work | Showing up on time and fixing it right | You |
Every message goes out in your business's name, by email, or by text for customers who opted in. You see what was sent in your monthly report.
What it costs
- System, $279/mo. Service reminders, win-backs, quote follow-up and review asks, plus your website, Google profile, calls answered and a monthly report.
- System+, $697/mo. Everything in System, plus Facebook and Instagram ads with $200/mo in ad spend included.
- System++, $947/mo. Everything in System+, with $400/mo in ad spend included.
- Add-ons. Ordering or booking for $99/mo (ordering goes straight into your Clover or Square), and premium targeted postcards, 500 for $1,250.
Billed monthly, or prepay yearly at signup. No setup fees, and you can cancel anytime.
Repeat customer questions, straight answers
How do you get repeat customers?
Do good work, then stay in touch. Ask for a review right after the job, keep every customer's contact details in one list, and reach out when their next service makes sense: a tune-up, a seasonal cleanup, a plan renewal or a checkup. Follow up on quotes that went quiet. Most customers who don't come back simply forgot about you, so a friendly, well timed reminder brings back a lot of them.
How to encourage repeat customers?
Make the next visit easy and well timed. Send a reminder when the service actually comes due, not a newsletter every week. Thank customers after the job and ask how it went. Keep your prices and booking clear, answer the phone, and reply quickly. A small offer for customers who have not booked in a while can help, but timing and convenience matter more than discounts.
What is a winback campaign and how does it work?
A win-back campaign reaches out to customers who used to buy from you but stopped. You pick who counts as lapsed (for example, no visit in 12 to 18 months), send a short, friendly message in your business's name, and give them one clear reason to book now. If they don't reply, one follow-up a couple of weeks later is enough. The campaign stops for anyone who books or asks you to stop.
What are five effective strategies for retaining customers?
1. Service reminders sent when the work comes due. 2. Quick follow-up after every quote and job. 3. A review and feedback ask after every job, so you hear about problems early. 4. Win-back messages to customers who have gone quiet. 5. Easy ways to book again, like a reply YES text or a link to your calendar or ordering page.
How often should I follow up with past customers?
Only as often as there is a good reason. For most shops and service pros that means one or two reminders a year tied to the season or the service interval, plus a thank you and review ask after each job. Over messaging trains people to ignore you, so every message should be about something they actually need.
What should a service reminder say?
Keep it short and personal: who you are, what you did for them last time, what is due now and one easy next step. For example: Hi Dana, it's [Your shop]. We tuned up your furnace last October. Want to get on the schedule before the first cold snap? Reply YES and we'll call you.
Will you text my customers without permission?
No. We always ask a shop's customers to opt in before texting them, and they can reply STOP anytime. Reply HELP for help. Texts only go to customers who agreed to them. Everyone else gets email.
Do I need to change software?
No. We work from your customer list, whether it's in Jobber, Housecall Pro, a spreadsheet or on paper.
Is texting extra?
No. Texting is included in every plan. Carrier registration takes a week minimum, so texting turns on as soon as the carriers approve it, about 1 to 2 weeks after signup. Premium targeted postcards and the $99/mo ordering add-on, which sends phone and online orders straight into your Clover or Square, are the only add-ons, billed separately. We text only customers who opted in.
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