The Real Reason Your Customers Stop Calling Back

You did a great job. Customer was happy. Said they would call again.

That was two years ago.

You have not heard from them since.

This happens to almost every trades business. And it is rarely because the customer was unhappy. It is because you disappeared.

Out of sight out of mind

When a customer needs a plumber, an electrician, or a roofer they do not scroll through their memory looking for the best one they ever used. They Google it. Or they ask a friend. Whoever shows up first gets the call.

If you are not staying in touch, someone else is getting your customer.

A study by Bain and Company found that increasing customer retention by just 5% increases profits by 25% to 95%. Your existing customers are the cheapest leads you will ever have. You already did the hard part. They already trust you.

Why customers stop calling back

It is not price. It is not quality. It is because you never gave them a reason to remember you.

No follow up after the job. No check in six months later. No reminder that you exist when something breaks.

How to fix it

Step 1: Follow up three hours after every job. Send a quick text. "Hey just checking in, everything looking good with the work we did today?" Most customers never get this. The ones who do remember you forever.

Step 2: Send a check in at 90 days. Seasonal reminder. "Hey just wanted to check in as we head into winter. Let us know if you need anything looked at before the cold hits." Simple. Takes 30 seconds to send.

Step 3: Send a maintenance reminder at one year. "It has been about a year since we were out. Just a reminder that we are here if you need anything before another season goes by." This alone will bring back customers you thought were gone.

Step 4: Ask for a referral. Happy customers will refer you. But most of them never think to do it unless you ask. After a job goes well say "If you know anyone who needs this kind of work done we would really appreciate the referral."

The simple version

Your best new customer is an old one. Stay in touch. A quick text goes a long way. Most of your competition disappears after the invoice. You show up again and you win.