How to Create a Simple System for Customer Follow-Ups

thelocalink
Aug 8
3 min read

Updated: Aug 15

If you're running a home service business, you already know how much time and effort it takes to land a new customer. But what many small business owners forget is that keeping a customer is often easier (and way more profitable) than constantly chasing new ones.

The good news? You don’t need fancy software or a marketing team to stay in touch with your customers. A simple follow-up system can help you earn repeat jobs, 5-star reviews, and even word-of-mouth referrals — without adding hours to your day.

Let’s break it down step by step.

1. Decide What You Want to Follow Up On

Before you create your system, think about what kind of follow-ups make the most sense for your business. Some common ones include:

After the job is complete:
- Just a quick message to make sure they’re happy with the work.
Asking for a review:
- People are much more likely to leave one if you ask — especially right after a great experience.
Maintenance or seasonal reminders
- Let customers know when it’s time for their next service (ex: “It’s time to clean those gutters again!”)
Future services or upsells
- Suggest additional services they may need down the line.

TIP: Instead of trying to do all of these at once, pick one or two to start. Focus on consistency.

2. Choose Your Follow-Up Method

Different customers respond better to different communication styles. Choose one (or more) that works for you and them:

Text messageQuick and informal — great for short updates or reminders.
EmailBetter for longer messages or sending links (like to a review page).
Phone callIdeal for high-ticket jobs or customers you want to build a strong connection with.

TIP: Instead of using the same method for everyone, try asking customers what they prefer when you first start working with them.

3. Create Message Templates You Can Reuse

Templates save time and keep your tone consistent. Here are a few you can copy and tweak:

After Job is Done:“Hi [Name], thanks again for choosing us! Just checking in to make sure everything looks great. Let me know if you need anything else!”
Review Request:“Hi [Name], we loved working with you on [job type]! If you have a minute, we’d be so grateful if you could leave us a quick review: [insert review link]”
Seasonal Reminder:“Hey [Name], just a reminder it’s almost time for another [seasonal service]. Want me to get you on the schedule before we book up?”

TIP: Instead of writing each message from scratch, keep a folder or document with your go-to templates.

4. Keep Track of Who You’ve Followed Up With

It’s easy to forget who you’ve contacted — especially when you're busy. Use a simple tracking system:

Spreadsheet Columns:

Customer Name
Job Completed
Date of Service
Follow-Up Sent
Notes (did they respond? leave a review? ask for more services?)

Or, if you want something a little more automated, tools like Jobber, Notion, or Google Sheets can help you manage this.

TIP: Instead of relying on memory (and sticky notes), build a repeatable system.

5. Set a Regular Follow-Up Routine

Like anything else in your business, follow-ups should be part of the routine. Set aside a regular time to send them out — for example:

Every Friday morning: check the jobs you did that week and send follow-ups
Once a month: send seasonal reminders or promos

TIP: Instead of waiting until things “slow down,” make follow-ups part of your weekly or monthly checklist.

Bonus Tips:

Add your Google review link to your email signature or text templates
Keep it short and friendly — no one wants to read a paragraph-long message
Don’t stress about responses — even if half reply, you’re still ahead
Be genuine. People can tell the difference between a quick check-in and a sales pitch

Final Thoughts:

You don’t need a CRM system or a VA to stay connected with your customers. Just a few small steps — taken consistently — can turn one-time clients into lifelong customers.

Remember: people remember how you follow up just as much as how you show up.

Want help connecting with more customers who actually value quality service? Check out LocaLink — a local platform built to help small home service businesses grow and get found by the right people.