Marketing automation isn't about replacing the human touch—it's about scaling it. Every home service business has repetitive marketing tasks that could be automated: follow-up emails, appointment reminders, review requests, seasonal promotions, and re-engagement campaigns.
The businesses that implement smart automation workflows save 10-15 hours per week while increasing conversion rates and customer lifetime value. Here are the essential workflows every contractor needs.
Workflow 1: New Lead Welcome Sequence
When a new lead enters your system (form submission, phone call, chat), immediately start building the relationship.
### Timing and Channels
Immediate (0 minutes):
- SMS: "Thanks for contacting [Company]! We received your request for [service] and will call you within 15 minutes."
- Internal alert: Notify sales team via SMS/Slack
- Automated call attempt
- Email: Welcome email with company story, reviews, and FAQ
- SMS: "Hi [Name], just checking in. We're ready to help with your [service] needs. When's a good time to talk?"
- Email: Educational content about their specific service need
- Include case study or before/after photos
- Final touchpoint with limited-time offer
- "Schedule this week and save 10%"
- Personalize with lead's name and specific service interest
- Include social proof (reviews, testimonials)
- Clear next steps ("Book online" or "Call us")
- Stop sequence when lead converts or requests to stop
- Email: Confirmation with appointment details
- SMS: "Your [service] is scheduled for [date] at [time]. Reply CONFIRM to confirm."
- Calendar invite (iCal/Google Calendar link)
- Email: Reminder with what to expect
- SMS: "Reminder: Your [service] appointment is tomorrow at [time]. Text YES to confirm or RESCHEDULE to change."
- SMS: "[Technician] is on the way! You're next on the schedule. Estimated arrival: [time]"
- SMS: "[Technician] will arrive in 30 minutes. Track their location: [link]"
- Two-way SMS for confirmations/rescheduling
- Real-time technician tracking
- Automatic rescheduling if customer cancels
- Payment reminder for deposits
- SMS: "Thanks for choosing [Company]! How was your experience? Reply with a rating 1-5."
- Immediate SMS: "We're thrilled you're happy! Would you mind sharing your experience on Google? [review link]"
- Immediate alert to management
- Personal call from manager within 2 hours
- Do NOT ask for public review
- Invoice/receipt
- Work completed
- Photos of work
- Warranty information
- Maintenance tips
- Contact for any issues
- "How's everything working?"
- Educational content related to service
- Offer related services
- Referral incentive ("Refer a friend, get $50")
- Service-specific maintenance tips
- Offer discount on related service
- Seasonal preparation advice
- "Time for your AC tune-up! Beat the heat and avoid breakdowns. Schedule now and save 15%."
- "Winter is coming. Schedule your furnace inspection before the cold hits."
- "Time to change your HVAC filter! Order online for free delivery."
- Tag customers by service type in CRM
- Set up date-based triggers
- Personalize based on equipment type
- Include maintenance plans/subscriptions
- Email: "Here's your estimate for [service]"
- SMS: "We sent your estimate. Any questions? Call [phone] or reply here."
- SMS: "Just checking if you received your estimate. Any questions about pricing or timeline?"
- Email: Address common objections
- Email: Limited-time discount
- "Schedule by [date] and save $X"
- Create urgency with expiring offer
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
5 minutes if no contact:
- Automated call attempt
- Email: Welcome email with company story, reviews, and FAQ
- SMS: "Hi [Name], just checking in. We're ready to help with your [service] needs. When's a good time to talk?"
- Email: Educational content about their specific service need
- Include case study or before/after photos
- Final touchpoint with limited-time offer
- "Schedule this week and save 10%"
- Personalize with lead's name and specific service interest
- Include social proof (reviews, testimonials)
- Clear next steps ("Book online" or "Call us")
- Stop sequence when lead converts or requests to stop
- Email: Confirmation with appointment details
- SMS: "Your [service] is scheduled for [date] at [time]. Reply CONFIRM to confirm."
- Calendar invite (iCal/Google Calendar link)
- Email: Reminder with what to expect
- SMS: "Reminder: Your [service] appointment is tomorrow at [time]. Text YES to confirm or RESCHEDULE to change."
- SMS: "[Technician] is on the way! You're next on the schedule. Estimated arrival: [time]"
- SMS: "[Technician] will arrive in 30 minutes. Track their location: [link]"
- Two-way SMS for confirmations/rescheduling
- Real-time technician tracking
- Automatic rescheduling if customer cancels
- Payment reminder for deposits
- SMS: "Thanks for choosing [Company]! How was your experience? Reply with a rating 1-5."
- Immediate SMS: "We're thrilled you're happy! Would you mind sharing your experience on Google? [review link]"
- Immediate alert to management
- Personal call from manager within 2 hours
- Do NOT ask for public review
- Invoice/receipt
- Work completed
- Photos of work
- Warranty information
- Maintenance tips
- Contact for any issues
- "How's everything working?"
- Educational content related to service
- Offer related services
- Referral incentive ("Refer a friend, get $50")
- Service-specific maintenance tips
- Offer discount on related service
- Seasonal preparation advice
- "Time for your AC tune-up! Beat the heat and avoid breakdowns. Schedule now and save 15%."
- "Winter is coming. Schedule your furnace inspection before the cold hits."
- "Time to change your HVAC filter! Order online for free delivery."
- Tag customers by service type in CRM
- Set up date-based triggers
- Personalize based on equipment type
- Include maintenance plans/subscriptions
- Email: "Here's your estimate for [service]"
- SMS: "We sent your estimate. Any questions? Call [phone] or reply here."
- SMS: "Just checking if you received your estimate. Any questions about pricing or timeline?"
- Email: Address common objections
- Email: Limited-time discount
- "Schedule by [date] and save $X"
- Create urgency with expiring offer
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
1 hour:
- Email: Welcome email with company story, reviews, and FAQ
- SMS: "Hi [Name], just checking in. We're ready to help with your [service] needs. When's a good time to talk?"
- Email: Educational content about their specific service need
- Include case study or before/after photos
- Final touchpoint with limited-time offer
- "Schedule this week and save 10%"
- Personalize with lead's name and specific service interest
- Include social proof (reviews, testimonials)
- Clear next steps ("Book online" or "Call us")
- Stop sequence when lead converts or requests to stop
- Email: Confirmation with appointment details
- SMS: "Your [service] is scheduled for [date] at [time]. Reply CONFIRM to confirm."
- Calendar invite (iCal/Google Calendar link)
- Email: Reminder with what to expect
- SMS: "Reminder: Your [service] appointment is tomorrow at [time]. Text YES to confirm or RESCHEDULE to change."
- SMS: "[Technician] is on the way! You're next on the schedule. Estimated arrival: [time]"
- SMS: "[Technician] will arrive in 30 minutes. Track their location: [link]"
- Two-way SMS for confirmations/rescheduling
- Real-time technician tracking
- Automatic rescheduling if customer cancels
- Payment reminder for deposits
- SMS: "Thanks for choosing [Company]! How was your experience? Reply with a rating 1-5."
- Immediate SMS: "We're thrilled you're happy! Would you mind sharing your experience on Google? [review link]"
- Immediate alert to management
- Personal call from manager within 2 hours
- Do NOT ask for public review
- Invoice/receipt
- Work completed
- Photos of work
- Warranty information
- Maintenance tips
- Contact for any issues
- "How's everything working?"
- Educational content related to service
- Offer related services
- Referral incentive ("Refer a friend, get $50")
- Service-specific maintenance tips
- Offer discount on related service
- Seasonal preparation advice
- "Time for your AC tune-up! Beat the heat and avoid breakdowns. Schedule now and save 15%."
- "Winter is coming. Schedule your furnace inspection before the cold hits."
- "Time to change your HVAC filter! Order online for free delivery."
- Tag customers by service type in CRM
- Set up date-based triggers
- Personalize based on equipment type
- Include maintenance plans/subscriptions
- Email: "Here's your estimate for [service]"
- SMS: "We sent your estimate. Any questions? Call [phone] or reply here."
- SMS: "Just checking if you received your estimate. Any questions about pricing or timeline?"
- Email: Address common objections
- Email: Limited-time discount
- "Schedule by [date] and save $X"
- Create urgency with expiring offer
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Day 1 (if not yet contacted):
- SMS: "Hi [Name], just checking in. We're ready to help with your [service] needs. When's a good time to talk?"
- Email: Educational content about their specific service need
- Include case study or before/after photos
- Final touchpoint with limited-time offer
- "Schedule this week and save 10%"
- Personalize with lead's name and specific service interest
- Include social proof (reviews, testimonials)
- Clear next steps ("Book online" or "Call us")
- Stop sequence when lead converts or requests to stop
- Email: Confirmation with appointment details
- SMS: "Your [service] is scheduled for [date] at [time]. Reply CONFIRM to confirm."
- Calendar invite (iCal/Google Calendar link)
- Email: Reminder with what to expect
- SMS: "Reminder: Your [service] appointment is tomorrow at [time]. Text YES to confirm or RESCHEDULE to change."
- SMS: "[Technician] is on the way! You're next on the schedule. Estimated arrival: [time]"
- SMS: "[Technician] will arrive in 30 minutes. Track their location: [link]"
- Two-way SMS for confirmations/rescheduling
- Real-time technician tracking
- Automatic rescheduling if customer cancels
- Payment reminder for deposits
- SMS: "Thanks for choosing [Company]! How was your experience? Reply with a rating 1-5."
- Immediate SMS: "We're thrilled you're happy! Would you mind sharing your experience on Google? [review link]"
- Immediate alert to management
- Personal call from manager within 2 hours
- Do NOT ask for public review
- Invoice/receipt
- Work completed
- Photos of work
- Warranty information
- Maintenance tips
- Contact for any issues
- "How's everything working?"
- Educational content related to service
- Offer related services
- Referral incentive ("Refer a friend, get $50")
- Service-specific maintenance tips
- Offer discount on related service
- Seasonal preparation advice
- "Time for your AC tune-up! Beat the heat and avoid breakdowns. Schedule now and save 15%."
- "Winter is coming. Schedule your furnace inspection before the cold hits."
- "Time to change your HVAC filter! Order online for free delivery."
- Tag customers by service type in CRM
- Set up date-based triggers
- Personalize based on equipment type
- Include maintenance plans/subscriptions
- Email: "Here's your estimate for [service]"
- SMS: "We sent your estimate. Any questions? Call [phone] or reply here."
- SMS: "Just checking if you received your estimate. Any questions about pricing or timeline?"
- Email: Address common objections
- Email: Limited-time discount
- "Schedule by [date] and save $X"
- Create urgency with expiring offer
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Day 3:
- Email: Educational content about their specific service need
- Include case study or before/after photos
- Final touchpoint with limited-time offer
- "Schedule this week and save 10%"
- Personalize with lead's name and specific service interest
- Include social proof (reviews, testimonials)
- Clear next steps ("Book online" or "Call us")
- Stop sequence when lead converts or requests to stop
- Email: Confirmation with appointment details
- SMS: "Your [service] is scheduled for [date] at [time]. Reply CONFIRM to confirm."
- Calendar invite (iCal/Google Calendar link)
- Email: Reminder with what to expect
- SMS: "Reminder: Your [service] appointment is tomorrow at [time]. Text YES to confirm or RESCHEDULE to change."
- SMS: "[Technician] is on the way! You're next on the schedule. Estimated arrival: [time]"
- SMS: "[Technician] will arrive in 30 minutes. Track their location: [link]"
- Two-way SMS for confirmations/rescheduling
- Real-time technician tracking
- Automatic rescheduling if customer cancels
- Payment reminder for deposits
- SMS: "Thanks for choosing [Company]! How was your experience? Reply with a rating 1-5."
- Immediate SMS: "We're thrilled you're happy! Would you mind sharing your experience on Google? [review link]"
- Immediate alert to management
- Personal call from manager within 2 hours
- Do NOT ask for public review
- Invoice/receipt
- Work completed
- Photos of work
- Warranty information
- Maintenance tips
- Contact for any issues
- "How's everything working?"
- Educational content related to service
- Offer related services
- Referral incentive ("Refer a friend, get $50")
- Service-specific maintenance tips
- Offer discount on related service
- Seasonal preparation advice
- "Time for your AC tune-up! Beat the heat and avoid breakdowns. Schedule now and save 15%."
- "Winter is coming. Schedule your furnace inspection before the cold hits."
- "Time to change your HVAC filter! Order online for free delivery."
- Tag customers by service type in CRM
- Set up date-based triggers
- Personalize based on equipment type
- Include maintenance plans/subscriptions
- Email: "Here's your estimate for [service]"
- SMS: "We sent your estimate. Any questions? Call [phone] or reply here."
- SMS: "Just checking if you received your estimate. Any questions about pricing or timeline?"
- Email: Address common objections
- Email: Limited-time discount
- "Schedule by [date] and save $X"
- Create urgency with expiring offer
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Day 7:
- Final touchpoint with limited-time offer
- "Schedule this week and save 10%"
- Personalize with lead's name and specific service interest
- Include social proof (reviews, testimonials)
- Clear next steps ("Book online" or "Call us")
- Stop sequence when lead converts or requests to stop
- Email: Confirmation with appointment details
- SMS: "Your [service] is scheduled for [date] at [time]. Reply CONFIRM to confirm."
- Calendar invite (iCal/Google Calendar link)
- Email: Reminder with what to expect
- SMS: "Reminder: Your [service] appointment is tomorrow at [time]. Text YES to confirm or RESCHEDULE to change."
- SMS: "[Technician] is on the way! You're next on the schedule. Estimated arrival: [time]"
- SMS: "[Technician] will arrive in 30 minutes. Track their location: [link]"
- Two-way SMS for confirmations/rescheduling
- Real-time technician tracking
- Automatic rescheduling if customer cancels
- Payment reminder for deposits
- SMS: "Thanks for choosing [Company]! How was your experience? Reply with a rating 1-5."
- Immediate SMS: "We're thrilled you're happy! Would you mind sharing your experience on Google? [review link]"
- Immediate alert to management
- Personal call from manager within 2 hours
- Do NOT ask for public review
- Invoice/receipt
- Work completed
- Photos of work
- Warranty information
- Maintenance tips
- Contact for any issues
- "How's everything working?"
- Educational content related to service
- Offer related services
- Referral incentive ("Refer a friend, get $50")
- Service-specific maintenance tips
- Offer discount on related service
- Seasonal preparation advice
- "Time for your AC tune-up! Beat the heat and avoid breakdowns. Schedule now and save 15%."
- "Winter is coming. Schedule your furnace inspection before the cold hits."
- "Time to change your HVAC filter! Order online for free delivery."
- Tag customers by service type in CRM
- Set up date-based triggers
- Personalize based on equipment type
- Include maintenance plans/subscriptions
- Email: "Here's your estimate for [service]"
- SMS: "We sent your estimate. Any questions? Call [phone] or reply here."
- SMS: "Just checking if you received your estimate. Any questions about pricing or timeline?"
- Email: Address common objections
- Email: Limited-time discount
- "Schedule by [date] and save $X"
- Create urgency with expiring offer
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
### Key Elements
- Personalize with lead's name and specific service interest
- Include social proof (reviews, testimonials)
- Clear next steps ("Book online" or "Call us")
- Stop sequence when lead converts or requests to stop
- Email: Confirmation with appointment details
- SMS: "Your [service] is scheduled for [date] at [time]. Reply CONFIRM to confirm."
- Calendar invite (iCal/Google Calendar link)
- Email: Reminder with what to expect
- SMS: "Reminder: Your [service] appointment is tomorrow at [time]. Text YES to confirm or RESCHEDULE to change."
- SMS: "[Technician] is on the way! You're next on the schedule. Estimated arrival: [time]"
- SMS: "[Technician] will arrive in 30 minutes. Track their location: [link]"
- Two-way SMS for confirmations/rescheduling
- Real-time technician tracking
- Automatic rescheduling if customer cancels
- Payment reminder for deposits
- SMS: "Thanks for choosing [Company]! How was your experience? Reply with a rating 1-5."
- Immediate SMS: "We're thrilled you're happy! Would you mind sharing your experience on Google? [review link]"
- Immediate alert to management
- Personal call from manager within 2 hours
- Do NOT ask for public review
- Invoice/receipt
- Work completed
- Photos of work
- Warranty information
- Maintenance tips
- Contact for any issues
- "How's everything working?"
- Educational content related to service
- Offer related services
- Referral incentive ("Refer a friend, get $50")
- Service-specific maintenance tips
- Offer discount on related service
- Seasonal preparation advice
- "Time for your AC tune-up! Beat the heat and avoid breakdowns. Schedule now and save 15%."
- "Winter is coming. Schedule your furnace inspection before the cold hits."
- "Time to change your HVAC filter! Order online for free delivery."
- Tag customers by service type in CRM
- Set up date-based triggers
- Personalize based on equipment type
- Include maintenance plans/subscriptions
- Email: "Here's your estimate for [service]"
- SMS: "We sent your estimate. Any questions? Call [phone] or reply here."
- SMS: "Just checking if you received your estimate. Any questions about pricing or timeline?"
- Email: Address common objections
- Email: Limited-time discount
- "Schedule by [date] and save $X"
- Create urgency with expiring offer
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Workflow 2: Appointment Confirmation & Reminders
No-shows cost contractors thousands in lost revenue. Automated reminders cut no-show rates by 50-70%.
### Timeline
Immediate (when booked):
- Email: Confirmation with appointment details
- SMS: "Your [service] is scheduled for [date] at [time]. Reply CONFIRM to confirm."
- Calendar invite (iCal/Google Calendar link)
- Email: Reminder with what to expect
- SMS: "Reminder: Your [service] appointment is tomorrow at [time]. Text YES to confirm or RESCHEDULE to change."
- SMS: "[Technician] is on the way! You're next on the schedule. Estimated arrival: [time]"
- SMS: "[Technician] will arrive in 30 minutes. Track their location: [link]"
- Two-way SMS for confirmations/rescheduling
- Real-time technician tracking
- Automatic rescheduling if customer cancels
- Payment reminder for deposits
- SMS: "Thanks for choosing [Company]! How was your experience? Reply with a rating 1-5."
- Immediate SMS: "We're thrilled you're happy! Would you mind sharing your experience on Google? [review link]"
- Immediate alert to management
- Personal call from manager within 2 hours
- Do NOT ask for public review
- Invoice/receipt
- Work completed
- Photos of work
- Warranty information
- Maintenance tips
- Contact for any issues
- "How's everything working?"
- Educational content related to service
- Offer related services
- Referral incentive ("Refer a friend, get $50")
- Service-specific maintenance tips
- Offer discount on related service
- Seasonal preparation advice
- "Time for your AC tune-up! Beat the heat and avoid breakdowns. Schedule now and save 15%."
- "Winter is coming. Schedule your furnace inspection before the cold hits."
- "Time to change your HVAC filter! Order online for free delivery."
- Tag customers by service type in CRM
- Set up date-based triggers
- Personalize based on equipment type
- Include maintenance plans/subscriptions
- Email: "Here's your estimate for [service]"
- SMS: "We sent your estimate. Any questions? Call [phone] or reply here."
- SMS: "Just checking if you received your estimate. Any questions about pricing or timeline?"
- Email: Address common objections
- Email: Limited-time discount
- "Schedule by [date] and save $X"
- Create urgency with expiring offer
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
3 days before:
- Email: Reminder with what to expect
- SMS: "Reminder: Your [service] appointment is tomorrow at [time]. Text YES to confirm or RESCHEDULE to change."
- SMS: "[Technician] is on the way! You're next on the schedule. Estimated arrival: [time]"
- SMS: "[Technician] will arrive in 30 minutes. Track their location: [link]"
- Two-way SMS for confirmations/rescheduling
- Real-time technician tracking
- Automatic rescheduling if customer cancels
- Payment reminder for deposits
- SMS: "Thanks for choosing [Company]! How was your experience? Reply with a rating 1-5."
- Immediate SMS: "We're thrilled you're happy! Would you mind sharing your experience on Google? [review link]"
- Immediate alert to management
- Personal call from manager within 2 hours
- Do NOT ask for public review
- Invoice/receipt
- Work completed
- Photos of work
- Warranty information
- Maintenance tips
- Contact for any issues
- "How's everything working?"
- Educational content related to service
- Offer related services
- Referral incentive ("Refer a friend, get $50")
- Service-specific maintenance tips
- Offer discount on related service
- Seasonal preparation advice
- "Time for your AC tune-up! Beat the heat and avoid breakdowns. Schedule now and save 15%."
- "Winter is coming. Schedule your furnace inspection before the cold hits."
- "Time to change your HVAC filter! Order online for free delivery."
- Tag customers by service type in CRM
- Set up date-based triggers
- Personalize based on equipment type
- Include maintenance plans/subscriptions
- Email: "Here's your estimate for [service]"
- SMS: "We sent your estimate. Any questions? Call [phone] or reply here."
- SMS: "Just checking if you received your estimate. Any questions about pricing or timeline?"
- Email: Address common objections
- Email: Limited-time discount
- "Schedule by [date] and save $X"
- Create urgency with expiring offer
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
- What to prepare
- Expected duration
- Technician bio and photo
- Contact info if they need to reschedule
1 day before:
- SMS: "Reminder: Your [service] appointment is tomorrow at [time]. Text YES to confirm or RESCHEDULE to change."
- SMS: "[Technician] is on the way! You're next on the schedule. Estimated arrival: [time]"
- SMS: "[Technician] will arrive in 30 minutes. Track their location: [link]"
- Two-way SMS for confirmations/rescheduling
- Real-time technician tracking
- Automatic rescheduling if customer cancels
- Payment reminder for deposits
- SMS: "Thanks for choosing [Company]! How was your experience? Reply with a rating 1-5."
- Immediate SMS: "We're thrilled you're happy! Would you mind sharing your experience on Google? [review link]"
- Immediate alert to management
- Personal call from manager within 2 hours
- Do NOT ask for public review
- Invoice/receipt
- Work completed
- Photos of work
- Warranty information
- Maintenance tips
- Contact for any issues
- "How's everything working?"
- Educational content related to service
- Offer related services
- Referral incentive ("Refer a friend, get $50")
- Service-specific maintenance tips
- Offer discount on related service
- Seasonal preparation advice
- "Time for your AC tune-up! Beat the heat and avoid breakdowns. Schedule now and save 15%."
- "Winter is coming. Schedule your furnace inspection before the cold hits."
- "Time to change your HVAC filter! Order online for free delivery."
- Tag customers by service type in CRM
- Set up date-based triggers
- Personalize based on equipment type
- Include maintenance plans/subscriptions
- Email: "Here's your estimate for [service]"
- SMS: "We sent your estimate. Any questions? Call [phone] or reply here."
- SMS: "Just checking if you received your estimate. Any questions about pricing or timeline?"
- Email: Address common objections
- Email: Limited-time discount
- "Schedule by [date] and save $X"
- Create urgency with expiring offer
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
2 hours before:
- SMS: "[Technician] is on the way! You're next on the schedule. Estimated arrival: [time]"
- SMS: "[Technician] will arrive in 30 minutes. Track their location: [link]"
- Two-way SMS for confirmations/rescheduling
- Real-time technician tracking
- Automatic rescheduling if customer cancels
- Payment reminder for deposits
- SMS: "Thanks for choosing [Company]! How was your experience? Reply with a rating 1-5."
- Immediate SMS: "We're thrilled you're happy! Would you mind sharing your experience on Google? [review link]"
- Immediate alert to management
- Personal call from manager within 2 hours
- Do NOT ask for public review
- Invoice/receipt
- Work completed
- Photos of work
- Warranty information
- Maintenance tips
- Contact for any issues
- "How's everything working?"
- Educational content related to service
- Offer related services
- Referral incentive ("Refer a friend, get $50")
- Service-specific maintenance tips
- Offer discount on related service
- Seasonal preparation advice
- "Time for your AC tune-up! Beat the heat and avoid breakdowns. Schedule now and save 15%."
- "Winter is coming. Schedule your furnace inspection before the cold hits."
- "Time to change your HVAC filter! Order online for free delivery."
- Tag customers by service type in CRM
- Set up date-based triggers
- Personalize based on equipment type
- Include maintenance plans/subscriptions
- Email: "Here's your estimate for [service]"
- SMS: "We sent your estimate. Any questions? Call [phone] or reply here."
- SMS: "Just checking if you received your estimate. Any questions about pricing or timeline?"
- Email: Address common objections
- Email: Limited-time discount
- "Schedule by [date] and save $X"
- Create urgency with expiring offer
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
30 minutes before:
- SMS: "[Technician] will arrive in 30 minutes. Track their location: [link]"
- Two-way SMS for confirmations/rescheduling
- Real-time technician tracking
- Automatic rescheduling if customer cancels
- Payment reminder for deposits
- SMS: "Thanks for choosing [Company]! How was your experience? Reply with a rating 1-5."
- Immediate SMS: "We're thrilled you're happy! Would you mind sharing your experience on Google? [review link]"
- Immediate alert to management
- Personal call from manager within 2 hours
- Do NOT ask for public review
- Invoice/receipt
- Work completed
- Photos of work
- Warranty information
- Maintenance tips
- Contact for any issues
- "How's everything working?"
- Educational content related to service
- Offer related services
- Referral incentive ("Refer a friend, get $50")
- Service-specific maintenance tips
- Offer discount on related service
- Seasonal preparation advice
- "Time for your AC tune-up! Beat the heat and avoid breakdowns. Schedule now and save 15%."
- "Winter is coming. Schedule your furnace inspection before the cold hits."
- "Time to change your HVAC filter! Order online for free delivery."
- Tag customers by service type in CRM
- Set up date-based triggers
- Personalize based on equipment type
- Include maintenance plans/subscriptions
- Email: "Here's your estimate for [service]"
- SMS: "We sent your estimate. Any questions? Call [phone] or reply here."
- SMS: "Just checking if you received your estimate. Any questions about pricing or timeline?"
- Email: Address common objections
- Email: Limited-time discount
- "Schedule by [date] and save $X"
- Create urgency with expiring offer
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
### Advanced Features
- Two-way SMS for confirmations/rescheduling
- Real-time technician tracking
- Automatic rescheduling if customer cancels
- Payment reminder for deposits
- SMS: "Thanks for choosing [Company]! How was your experience? Reply with a rating 1-5."
- Immediate SMS: "We're thrilled you're happy! Would you mind sharing your experience on Google? [review link]"
- Immediate alert to management
- Personal call from manager within 2 hours
- Do NOT ask for public review
- Invoice/receipt
- Work completed
- Photos of work
- Warranty information
- Maintenance tips
- Contact for any issues
- "How's everything working?"
- Educational content related to service
- Offer related services
- Referral incentive ("Refer a friend, get $50")
- Service-specific maintenance tips
- Offer discount on related service
- Seasonal preparation advice
- "Time for your AC tune-up! Beat the heat and avoid breakdowns. Schedule now and save 15%."
- "Winter is coming. Schedule your furnace inspection before the cold hits."
- "Time to change your HVAC filter! Order online for free delivery."
- Tag customers by service type in CRM
- Set up date-based triggers
- Personalize based on equipment type
- Include maintenance plans/subscriptions
- Email: "Here's your estimate for [service]"
- SMS: "We sent your estimate. Any questions? Call [phone] or reply here."
- SMS: "Just checking if you received your estimate. Any questions about pricing or timeline?"
- Email: Address common objections
- Email: Limited-time discount
- "Schedule by [date] and save $X"
- Create urgency with expiring offer
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Workflow 3: Post-Service Follow-Up
The job isn't done when you leave the property. Post-service automation drives reviews, repeat business, and referrals.
### Day 0 (Service Completion)
Immediate:
- SMS: "Thanks for choosing [Company]! How was your experience? Reply with a rating 1-5."
- Immediate SMS: "We're thrilled you're happy! Would you mind sharing your experience on Google? [review link]"
- Immediate alert to management
- Personal call from manager within 2 hours
- Do NOT ask for public review
- Invoice/receipt
- Work completed
- Photos of work
- Warranty information
- Maintenance tips
- Contact for any issues
- "How's everything working?"
- Educational content related to service
- Offer related services
- Referral incentive ("Refer a friend, get $50")
- Service-specific maintenance tips
- Offer discount on related service
- Seasonal preparation advice
- "Time for your AC tune-up! Beat the heat and avoid breakdowns. Schedule now and save 15%."
- "Winter is coming. Schedule your furnace inspection before the cold hits."
- "Time to change your HVAC filter! Order online for free delivery."
- Tag customers by service type in CRM
- Set up date-based triggers
- Personalize based on equipment type
- Include maintenance plans/subscriptions
- Email: "Here's your estimate for [service]"
- SMS: "We sent your estimate. Any questions? Call [phone] or reply here."
- SMS: "Just checking if you received your estimate. Any questions about pricing or timeline?"
- Email: Address common objections
- Email: Limited-time discount
- "Schedule by [date] and save $X"
- Create urgency with expiring offer
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
If 4-5 rating:
- Immediate SMS: "We're thrilled you're happy! Would you mind sharing your experience on Google? [review link]"
- Immediate alert to management
- Personal call from manager within 2 hours
- Do NOT ask for public review
- Invoice/receipt
- Work completed
- Photos of work
- Warranty information
- Maintenance tips
- Contact for any issues
- "How's everything working?"
- Educational content related to service
- Offer related services
- Referral incentive ("Refer a friend, get $50")
- Service-specific maintenance tips
- Offer discount on related service
- Seasonal preparation advice
- "Time for your AC tune-up! Beat the heat and avoid breakdowns. Schedule now and save 15%."
- "Winter is coming. Schedule your furnace inspection before the cold hits."
- "Time to change your HVAC filter! Order online for free delivery."
- Tag customers by service type in CRM
- Set up date-based triggers
- Personalize based on equipment type
- Include maintenance plans/subscriptions
- Email: "Here's your estimate for [service]"
- SMS: "We sent your estimate. Any questions? Call [phone] or reply here."
- SMS: "Just checking if you received your estimate. Any questions about pricing or timeline?"
- Email: Address common objections
- Email: Limited-time discount
- "Schedule by [date] and save $X"
- Create urgency with expiring offer
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
If 1-3 rating:
- Immediate alert to management
- Personal call from manager within 2 hours
- Do NOT ask for public review
- Invoice/receipt
- Work completed
- Photos of work
- Warranty information
- Maintenance tips
- Contact for any issues
- "How's everything working?"
- Educational content related to service
- Offer related services
- Referral incentive ("Refer a friend, get $50")
- Service-specific maintenance tips
- Offer discount on related service
- Seasonal preparation advice
- "Time for your AC tune-up! Beat the heat and avoid breakdowns. Schedule now and save 15%."
- "Winter is coming. Schedule your furnace inspection before the cold hits."
- "Time to change your HVAC filter! Order online for free delivery."
- Tag customers by service type in CRM
- Set up date-based triggers
- Personalize based on equipment type
- Include maintenance plans/subscriptions
- Email: "Here's your estimate for [service]"
- SMS: "We sent your estimate. Any questions? Call [phone] or reply here."
- SMS: "Just checking if you received your estimate. Any questions about pricing or timeline?"
- Email: Address common objections
- Email: Limited-time discount
- "Schedule by [date] and save $X"
- Create urgency with expiring offer
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
### Day 1
Email: Service Summary
- Invoice/receipt
- Work completed
- Photos of work
- Warranty information
- Maintenance tips
- Contact for any issues
- "How's everything working?"
- Educational content related to service
- Offer related services
- Referral incentive ("Refer a friend, get $50")
- Service-specific maintenance tips
- Offer discount on related service
- Seasonal preparation advice
- "Time for your AC tune-up! Beat the heat and avoid breakdowns. Schedule now and save 15%."
- "Winter is coming. Schedule your furnace inspection before the cold hits."
- "Time to change your HVAC filter! Order online for free delivery."
- Tag customers by service type in CRM
- Set up date-based triggers
- Personalize based on equipment type
- Include maintenance plans/subscriptions
- Email: "Here's your estimate for [service]"
- SMS: "We sent your estimate. Any questions? Call [phone] or reply here."
- SMS: "Just checking if you received your estimate. Any questions about pricing or timeline?"
- Email: Address common objections
- Email: Limited-time discount
- "Schedule by [date] and save $X"
- Create urgency with expiring offer
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
### Day 7
Email: Check-In
- "How's everything working?"
- Educational content related to service
- Offer related services
- Referral incentive ("Refer a friend, get $50")
- Service-specific maintenance tips
- Offer discount on related service
- Seasonal preparation advice
- "Time for your AC tune-up! Beat the heat and avoid breakdowns. Schedule now and save 15%."
- "Winter is coming. Schedule your furnace inspection before the cold hits."
- "Time to change your HVAC filter! Order online for free delivery."
- Tag customers by service type in CRM
- Set up date-based triggers
- Personalize based on equipment type
- Include maintenance plans/subscriptions
- Email: "Here's your estimate for [service]"
- SMS: "We sent your estimate. Any questions? Call [phone] or reply here."
- SMS: "Just checking if you received your estimate. Any questions about pricing or timeline?"
- Email: Address common objections
- Email: Limited-time discount
- "Schedule by [date] and save $X"
- Create urgency with expiring offer
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
### Day 30
Email: Maintenance Reminder
- Service-specific maintenance tips
- Offer discount on related service
- Seasonal preparation advice
- "Time for your AC tune-up! Beat the heat and avoid breakdowns. Schedule now and save 15%."
- "Winter is coming. Schedule your furnace inspection before the cold hits."
- "Time to change your HVAC filter! Order online for free delivery."
- Tag customers by service type in CRM
- Set up date-based triggers
- Personalize based on equipment type
- Include maintenance plans/subscriptions
- Email: "Here's your estimate for [service]"
- SMS: "We sent your estimate. Any questions? Call [phone] or reply here."
- SMS: "Just checking if you received your estimate. Any questions about pricing or timeline?"
- Email: Address common objections
- Email: Limited-time discount
- "Schedule by [date] and save $X"
- Create urgency with expiring offer
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Workflow 4: Seasonal Service Reminders
Proactively remind customers when they need seasonal services.
### HVAC Example
Spring (March):
- "Time for your AC tune-up! Beat the heat and avoid breakdowns. Schedule now and save 15%."
- "Winter is coming. Schedule your furnace inspection before the cold hits."
- "Time to change your HVAC filter! Order online for free delivery."
- Tag customers by service type in CRM
- Set up date-based triggers
- Personalize based on equipment type
- Include maintenance plans/subscriptions
- Email: "Here's your estimate for [service]"
- SMS: "We sent your estimate. Any questions? Call [phone] or reply here."
- SMS: "Just checking if you received your estimate. Any questions about pricing or timeline?"
- Email: Address common objections
- Email: Limited-time discount
- "Schedule by [date] and save $X"
- Create urgency with expiring offer
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Fall (September):
- "Winter is coming. Schedule your furnace inspection before the cold hits."
- "Time to change your HVAC filter! Order online for free delivery."
- Tag customers by service type in CRM
- Set up date-based triggers
- Personalize based on equipment type
- Include maintenance plans/subscriptions
- Email: "Here's your estimate for [service]"
- SMS: "We sent your estimate. Any questions? Call [phone] or reply here."
- SMS: "Just checking if you received your estimate. Any questions about pricing or timeline?"
- Email: Address common objections
- Email: Limited-time discount
- "Schedule by [date] and save $X"
- Create urgency with expiring offer
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Filter Reminders (Every 3 months):
- "Time to change your HVAC filter! Order online for free delivery."
- Tag customers by service type in CRM
- Set up date-based triggers
- Personalize based on equipment type
- Include maintenance plans/subscriptions
- Email: "Here's your estimate for [service]"
- SMS: "We sent your estimate. Any questions? Call [phone] or reply here."
- SMS: "Just checking if you received your estimate. Any questions about pricing or timeline?"
- Email: Address common objections
- Email: Limited-time discount
- "Schedule by [date] and save $X"
- Create urgency with expiring offer
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
### Implementation
- Tag customers by service type in CRM
- Set up date-based triggers
- Personalize based on equipment type
- Include maintenance plans/subscriptions
- Email: "Here's your estimate for [service]"
- SMS: "We sent your estimate. Any questions? Call [phone] or reply here."
- SMS: "Just checking if you received your estimate. Any questions about pricing or timeline?"
- Email: Address common objections
- Email: Limited-time discount
- "Schedule by [date] and save $X"
- Create urgency with expiring offer
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Workflow 5: Abandoned Estimate Follow-Up
When you send an estimate but don't get a response, automation keeps you top-of-mind.
### Timeline
Day 0 (Estimate Sent):
- Email: "Here's your estimate for [service]"
- SMS: "We sent your estimate. Any questions? Call [phone] or reply here."
- SMS: "Just checking if you received your estimate. Any questions about pricing or timeline?"
- Email: Address common objections
- Email: Limited-time discount
- "Schedule by [date] and save $X"
- Create urgency with expiring offer
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Day 2:
- SMS: "Just checking if you received your estimate. Any questions about pricing or timeline?"
- Email: Address common objections
- Email: Limited-time discount
- "Schedule by [date] and save $X"
- Create urgency with expiring offer
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Day 5:
- Email: Address common objections
- Email: Limited-time discount
- "Schedule by [date] and save $X"
- Create urgency with expiring offer
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
- "Why choose us"
- Customer testimonials
- Financing options
- Comparison to competition
Day 10:
- Email: Limited-time discount
- "Schedule by [date] and save $X"
- Create urgency with expiring offer
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Day 30:
- Final email: Move to nurture sequence
- Continue sending value-add content quarterly
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Workflow 6: Win-Back Campaign
Re-engage customers who haven't used your services in 12+ months.
### Segmentation
Separate by:
- Last service date (12, 18, 24 months)
- Service type (may need recurring maintenance)
- Customer lifetime value (prioritize high-value)
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
### Campaign Flow
Email 1: "We Miss You!"
- Acknowledge it's been a while
- Showcase new services or improvements
- Special "welcome back" discount
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Email 2: "Your Home Needs You"
- Educational content about maintenance
- Consequences of neglecting service
- Easy scheduling options
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Email 3: "Last Chance Offer"
- Aggressive discount (20-30%)
- Expiring soon (creates urgency)
- Multiple CTAs (call, book online, text)
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
If No Response:
- Remove from active list
- Move to quarterly newsletter only
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Workflow 7: Referral Request Campaign
Your happiest customers are your best marketers. Make it easy for them to refer.
### Trigger: 30 Days After 5-Star Review
Email/SMS:
"We're so glad you loved our service! Know anyone who needs [service type]? For every referral who books, you get $50 and they get 10% off their first service."
Include:
- Unique referral link/code
- Easy sharing buttons (text, email, social)
- Clear explanation of rewards
- Tracking dashboard
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
### Ongoing Reminders
- Monthly email to customers with active referrals
- Immediate notification when referral converts
- Automatic delivery of referral rewards
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Workflow 8: Emergency Service Response
For 24/7 emergency services, speed is everything.
### After-Hours Lead Capture
Immediate (0 minutes):
- SMS: "Emergency received! On-call technician notified. You'll receive a call within 10 minutes."
- Alert on-call tech via SMS + phone call
- If no response in 2 minutes, alert backup tech
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
5 minutes:
- Automated call to customer if tech hasn't called yet
- Provide estimated callback time
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Follow-Up:
- Continue standard post-service workflow
- Add premium for emergency service satisfaction
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Implementation Best Practices
### Choose the Right Platform
All-in-One Options:
- HubSpot (free tier available)
- GoHighLevel (built for service businesses)
- ActiveCampaign (powerful automations)
- Keap (formerly Infusionsoft)
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Requirements:
- Email + SMS capability
- CRM integration
- Trigger-based workflows
- A/B testing
- Analytics/reporting
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
### Personalization Variables
Always include:
- Customer name
- Service type requested/received
- Technician name (for reminders)
- Specific appointment details
- Custom fields from CRM
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
### Testing and Optimization
A/B Test:
- Subject lines (email open rates)
- Message timing (send time optimization)
- Call-to-action wording
- Discount amounts
- Message length
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Monitor:
- Open rates (email/SMS)
- Click-through rates
- Conversion rates
- Unsubscribe rates
- Response rates
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
### Compliance
Email:
- Include unsubscribe link in every email
- Honor unsubscribes immediately
- Only email those who opted in
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
SMS:
- Get explicit consent before texting
- Include opt-out instructions ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Follow TCPA regulations
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Measuring ROI
Track these metrics to prove automation value:
Efficiency Gains:
- Time saved per week
- Reduction in manual follow-ups
- Staff redeployment to higher-value tasks
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Revenue Impact:
- Increase in lead-to-customer conversion rate
- Reduction in no-show rate
- Increase in review generation
- Increase in repeat customer rate
- Increase in referral rate
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Customer Experience:
- Response time improvements
- Customer satisfaction scores
- Reduced complaint rates
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Common Pitfalls to Avoid
Over-Automation:
- Don't remove the human element entirely
- Some situations require personal outreach
- Monitor sentiment and adjust
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Poor Timing:
- Don't send emails at 2 AM
- Respect time zones
- Consider work schedules (B2C evening, B2B daytime)
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Generic Messaging:
- "Dear Customer" feels robotic
- Personalize beyond just name
- Segment by service, location, behavior
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Set-and-Forget Mentality:
- Review workflows quarterly
- Update for seasonal changes
- Refresh creative regularly
- Optimize based on data
Conclusion
Marketing automation isn't about being impersonal—it's about being impossibly consistent. It ensures that every lead gets immediate attention, every customer gets timely reminders, and every opportunity for repeat business is captured.
Start with the high-impact workflows: new lead welcome, appointment reminders, and post-service follow-up. Get those dialed in, then expand to seasonal campaigns, win-back sequences, and referral programs.
The contractors who master automation don't work harder—they work smarter, scaling personalized communication that would be impossible to maintain manually.
Tags:Marketing AutomationLead NurturingEmail MarketingSMS Marketing