Client Experience Doesn't End When the Truck Leaves
The handful of touchpoints after the work is done drive repeat business and referrals, and almost nobody has designed them.
Owners obsess over the job itself and improvise everything around it. But customers judge the business on the edges: the confirmation, the arrival window, the close-out, the follow-up.
Design the four edges
Booking confirmation, day-before reminder, on-the-way message, and post-job summary. Four templates. Written once. They eliminate most inbound 'where are you?' calls.
Close out in writing
A short summary of what was done, what to watch for, and what's recommended next. It reduces callbacks, supports the next sale, and gives the team something to reference when a dispute appears.
Ask for the review at the peak
Satisfaction peaks within a few hours of completion, not a week later. Ask then, in one sentence, with a direct link.
Make the recurring path obvious
If there's a maintenance interval, put it in the close-out with a date. Half of repeat revenue is just remembering on the customer's behalf.