Turn one job into years of work

Finish well

• Clean up properly.
• Walk the customer through the finished work.
• Tell them how to look after it.

Follow up

A check-in a week or two later, and a review request, shows you care about the result. Use the review message writer.

Stay in touch

Many trades have natural cycles: servicing, seasonal checks, compliance. A reminder at the right time is useful, not annoying.

Keep their details

Store the customer's name, address and job history so you can quote quickly next time and remember what you did.

Ask for referrals

Say it plainly: 'If you know anyone who needs a hand, I would appreciate you passing my number on.'

Tip. Thank referrers with a text or a small gesture, never a hard sell.

Ideas that fit most trades

• A reminder text when a service or compliance check is due.
• A seasonal check-in before summer or winter.
• A simple thank-you after a referral.
• A fridge magnet or sticker with your number, left on the job.

Keep it respectful

Only message people about things that matter to them. One useful message a few times a year builds trust. Constant promotions do the opposite.

Why it is worth the effort

Winning a new customer takes quoting time, marketing and trust. A past customer already knows you. A few repeat jobs and referrals from each customer add up quickly.

Ideas by trade

A simple follow-up system

1. Record every customerName, contact, address and what you did.
2. Message after three daysCheck everything is working.
3. Ask for a review and referralIn that same message.
4. Set a reminderFor the next service date.
5. Send a seasonal noteTwo or three times a year.
6. Respect their wishesStop if they ask.

Watch out. Only send marketing messages to people who expect to hear from you, and always let them opt out. Australian spam and privacy rules apply to texts and emails.

Mistakes that lose repeat customers

• Leaving a mess or not explaining what you did.
• Disappearing after the invoice is paid.
• Contacting people only when you want work.
• Not recording what you did, so you cannot remind them.
• Sending generic messages that read like spam.

A real-life scenario

A pest controller kept a simple spreadsheet of every customer, the date of the service and when the next one was due. Each month he sent a short personal message to those due soon. Around a third booked straight away. He estimated that the reminders brought in more work than his paid advertising, at almost no cost.

A list and a reminder date are all you need to start.

Quick answers