Guide

Getting repeat work from past customers

Most trades pour effort into finding new customers while sitting on a list of people who already paid them and liked the job. Going back to that list is the fastest work in the business and almost nobody does it.

Keep the list in the first place

Name, number, address, what you did and when. That is all it takes and it is worth more than any advertising you will ever pay for.

You need their permission to contact them later, so ask on the day and note that you asked. It takes ten seconds.

Time it around the work

Every trade has natural reasons to get back in touch.

  • Boiler and heating services, every year before winter
  • Gutter clearing, every autumn
  • Repainting exterior work, after a few years
  • Checking in on a big job twelve months later
  • Anything you fitted that has a warranty running out

Keep the message plain

A short text saying it is a year since you serviced the boiler and asking if they want it booked in beats any newsletter.

No offers needed. You are reminding them you exist at the moment they need you.

Ask for the introduction

A happy customer will happily pass your number to a neighbour if you ask, and the neighbouring houses usually need the same work.

The best moment to ask is the day you finish, standing in front of the work they are pleased with.

Make it automatic if you can

Reminders only happen when something is prompting you. That is one of the more useful things a CRM does for a small firm, and it is exactly what we set up when a client needs it.

Common questions

Can I text past customers without asking first?

You need their consent to market to them, so ask on the day and keep a note of it. A message about a job they booked is different to a promotion.

How often should I contact past customers?

Once or twice a year, with a genuine reason. More than that and people switch off.

Where to go next

Want us to sort this for you?

We build the site for free and look after the hosting, the updates and the local SEO for €59.99 a month on a 12 month minimum. Have a chat with us and see if it suits.

More guides like this

See all guides