A repair shop
A customer came in for maintenance but hasn’t scheduled their next visit. Send a reminder based on the service information you have, with a way to ask the shop what’s due or request an appointment.
Customer Reconnection
Give past customers
a reason to return.
Your next booking may come from someone who already knows your business.
A customer finishes an appointment, picks up their vehicle, or completes a project. Then life gets busy, and the next visit never makes it onto the calendar.
Use email and text follow-up to send useful reminders, check in after a service, and invite customers back. Standard 78 helps with setup, training, and support, or you can run the tools yourself.
Book a 15-Minute Call ↗Let’s find one follow-up opportunity worth starting with.
Where it could help
Make the message fit the business.
“We haven’t heard from you” is rarely enough on its own. Start with something useful to the customer. Here are a few examples to build around your services and records.
A salon or barber
A regular client left without rebooking. When their usual return window approaches, send a friendly invitation to choose a time. Leave out clients who have already booked.
An HVAC or landscaping business
Reach past customers ahead of a seasonal service window. Explain the work you’re offering and let them reply with a question or request a visit while your team plans its schedule.
An independent retailer
A past purchase gives you a useful reason to check in, share care tips, or mention a relevant new item. Group customers by interest so the message feels connected to what they bought.
Illustrative uses, not customer results. The audience, timing, and channel depend on your business and customer permissions.
An example follow-up sequence
A reminder, a little space, then a clear stopping point.
For a salon, a first sequence could focus on past clients who are due for another visit and haven’t rebooked. This sample shows how the pieces fit together. It isn’t a fixed schedule for every business.
- Before sending
Choose the right group.
Use the last-visit information you have. Check contact details and permission for the chosen channel, remove opt-outs, and exclude clients with an upcoming appointment.
- Day 1
Send a simple invitation.
Use your business name, your voice, and a working reply or booking option. Test the message before it reaches customers.
- Around day 5
Follow up only if it still makes sense.
If the client hasn’t replied or booked, one short reminder could help: “Still thinking about your next visit? Let us know if you need help finding a time.” Check the available reply and booking information before continuing.
- Then stop
Leave room for the customer.
End this sequence after the planned reminder. Set up pause or stop rules for replies, bookings, and opt-outs, and decide when your team should take over. A later campaign needs its own relevant reason.
Where does follow-up get missed in your business?
Talk Through Your First Sequence ↗Setup, training & support
Know what you’re putting in place.
If you choose setup help, we agree on the scope before building. A practical first sequence gives your team a process it can understand, test, and use.
The setup can include
- A defined customer group. Agree on who qualifies, which information to use, and who should be excluded.
- Messages and timing. Prepare the first message, any reminder, and a clear reply or booking step.
- A configured sequence. Set the available triggers, timing, stop rules, and handoff to your team.
- Testing and a walkthrough. Check sample contacts, links, and message steps, then show your team how to use and adjust the process.
Prefer to do it yourself? Use the tools independently, with optional help when you need it.
A few questions you might have
Can we use our existing customer list or CRM?
We’ll review where the records live, which details are available, and what can be imported or connected. A name and phone number alone don’t tell us whether someone is due or has agreed to receive messages. We’ll work out what’s usable before choosing the sequence.
What if our records are incomplete?
Start with the group you can identify reliably. If return dates, contact details, or messaging permissions are missing, we can discuss what needs to be organized first. You don’t need to reach your whole customer list at once.
Should we use email, text, or both?
Choose the channel the customer has agreed to use and that fits the message. A short appointment reminder and a longer product update may call for different approaches. We’ll review your setup, channel requirements, and opt-out handling before launch.
Do we need a discount to bring people back?
No. A timely maintenance reminder, a helpful check-in, or an easy way to rebook can be a useful reason to reach out. If you choose an offer, it should fit your business and the customers receiving it.
What happens when someone replies or books?
Plan that handoff before sending. Your team handles replies and appointments, and the sequence should pause or stop when the next step is taken. We’ll review which reply and booking signals your setup can use and where a team check is needed.
Will every customer get the same messages?
You can group customers by the information you keep, such as service type, last visit, or purchase interest. Each group can have a relevant message and timing. Begin with one clear group so the process stays manageable.
Can we set it up and manage it ourselves?
Yes. The tools can be used independently. You can choose self-setup, get configuration and training help, or arrange additional campaign support. We’ll make clear what your team handles and what Standard 78 is taking on.
How will we know whether it’s helping?
Review replies, appointment activity, and customer feedback, using the information your setup records. A link click is not a completed appointment. Look at whether the messages led to useful conversations and actual next steps, then adjust the audience, timing, or message.
What does it cost, and what happens on the first call?
We’ll discuss your customer group, current tools, and the help you want. Setup and ongoing costs depend on that scope; we’ll explain them before you decide. You don’t need a finished campaign or a cleaned-up database to have the first conversation.
Start with one opportunity
Who should have heard from you by now?
Bring one example: customers due for another visit, a seasonal service, or a point where follow-up gets missed. In a 15-minute call, we’ll talk through a useful first sequence and the setup or support that could help.
Book a 15-Minute Call ↗Start with your current process. We’ll work through the next step together.