You deliver great work. The customer’s thrilled. But a few months later, they’ve hired someone else or worse, can’t even remember your name.
If that’s happened to you, you’re not alone.
According to a recent report, 27% of customers say they never hear back from a small business after their first purchase. And in trades like roofing, flooring, and restoration—where referrals and rehires fuel the pipeline—that’s a big problem.
The Hidden Cost of Not Following Up
Here’s what the data shows:
- 81% of customers want to hear from businesses again, especially after a purchase.
- But most businesses don’t follow up, often because of time.
- And it takes 3 new customers to make up for 1 lost repeat.
If you’re juggling crews, quotes, and calls, following up can feel like one more thing you don’t have time for. But that silence is costing you.
1. Make the First Follow-Up Easy and Fast
The first 48 hours after a job are crucial. Send a thank-you message. Ask for feedback. Let them know how to reach you next time.
You don’t need a fancy system. Even saving a few text templates in your phone can help you build a habit and a connection.
2. Be Findable When They Need You Again
Most customers don’t remember your name. They remember how you made them feel and whether they can find you again.
A simple digital business card like OneTapConnect, a Google Business profile, or a short branded web page can do wonders here. Think of it as your always-on reminder that says, “I’m still here.”
3. Use Simple Reminders to Stay Top-of-Mind
Set a calendar alert to check in after 3 months. Or add past customers to a low-effort monthly email list. Think about the tips, seasonal offers, or friendly check-ins you can do to keep your customers engaged.
You don’t need daily posts or slick campaigns. Just consistency.
4. Make Referrals Ridiculously Easy
Word-of-mouth is gold. But only if customers know how to share your info.
Having a digital Business Card with a QR code, creating a “Save My Info” link on your quote, or texting them a shareable link to your digital microsite after the job is easy enough, but it works. That tiny step helps you stay in their network and in their conversations.
5. Train Your Crew to Share, Not Sell
Your team doesn’t need to pitch. But they can make sure customers know how to reach you again. A digital card, a sticker with your link, or even a short text with your info can go a long way.
The best follow-up starts at the job site.
Wrap-Up: You Don’t Need Fancy You Need Consistent
The biggest lesson from the data that we gathered is this – customers want to hear from you. And the businesses that follow up, just a little, win big over time.
So start simple. Build the habit. Stay visible.
And if you ever need tools to make that easier whether that’s a digital business card, a branded follow-up link, or analytics to track who’s engaging, we can help you do just that.
But for now? Just send that thank-you. The rest can come after.