The service-business customer follow-up checklist
Customer follow-up is easier when each opportunity has a clear trigger, owner, message, stop condition, and measurable outcome. Use this checklist to review the full customer path without adding another complicated process to the workday.
After a missed call
- Record the missed call and timestamp.
- Send the approved opening text promptly.
- Identify the business and assistant.
- Collect the customer’s request, address, timing, and useful photos.
- Alert the owner when the customer replies or action is needed.
- Stop automation when the owner takes over.
Count the lead as recovered when the customer replies to Sarah’s delivered message or the owner calls the customer back. Keep that separate from a completed job.
After an estimate is sent
- Save the customer, job description, amount, and sent date.
- Start the approved follow-up schedule.
- Stop when the customer replies.
- Surface price, timing, scope, and trust objections.
- Record accepted, declined, paused, and working estimates separately.
- Confirm the completed job before recording revenue.
An accepted estimate is encouraging, but it is not completed work. The monthly report should preserve that difference.
After a job is completed
- Confirm completion using the approved signal.
- Invite honest customer feedback.
- Offer the same Google review opportunity regardless of sentiment.
- Alert the owner to concerns.
- Record recurring or annual service needs.
- Schedule the reminder for the appropriate future month.
A review request, review scan, posted review, completed job, and recurring-service opportunity are different events and should be reported separately.
At the end of each month
- Missed calls recorded
- Calls recovered
- Missed calls that became completed jobs
- Estimates working
- Recovered estimates that became completed jobs
- Confirmed recovered revenue
- Reviews requested and verified reviews received
- Annual services ready to book
The report should show the flow from activity to completed work. Owners should be able to see what Owners Advantage did and which outcomes still need attention.
Clear answers for business owners.
Does the owner have to update every step manually?
No. The goal is to use recorded system events wherever they are reliable and ask the owner only for confirmations the system cannot establish.
What should be reviewed during onboarding?
Phone routing, voicemail, business hours, Sarah’s wording, MAX’s schedule and messages, escalation rules, Google review destination, recurring services, and monthly reporting definitions.
Can the checklist be changed by business type?
Yes. HVAC maintenance, plumbing emergencies, remodeling estimates, landscaping visits, and other services may need different questions and timing.
Turn missed opportunities into an organized process.
See how Sarah, MAX, and the owner dashboard could fit your existing phone and estimate workflow.
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