Chapter 6 · Use relationships you already have

Give Past Customers a Useful Reason to Hear from You

Repeat customers start with a relevant reason to get in touch: what to say, when, and which permissions to check. With a message to copy.

All chapters
  1. 1. Attention or conversion
  2. 2. Customers to attract
  3. 3. Offer and proof
  4. 4. Choose your channels
  5. 5. First customers
  6. 6. Past customers
  7. 7. Referrals
  8. 8. Google reviews
  9. 9. Local marketing
  10. 10. Referral partners
  11. 11. Commercial clients
  12. 12. Bids and tenders
  13. 13. Google Business Profile
  14. 14. Service and location pages
  15. 15. Hiring an SEO company
  16. 16. Content from your jobs
  17. 17. Customer acquisition cost
  18. 18. Google Ads
  19. 19. Local Services Ads
  20. 20. Facebook ads
  21. 21. Lead marketplaces
  22. 22. Quiet season
  23. 23. A website that gets inquiries
  24. 24. From inquiry to contract
  25. 25. Measure your marketing
  26. 26. Outsource marketing
  27. 27. By business type
  28. 28. Marketing plan
  29. Marketing plan template
  30. Campaign test brief
  31. Message templates
  32. Weekly marketing review
On this page
  1. Choose a real reason
  2. Run a small first batch

A past customer is not a permanently available sales opportunity. They may have no current need. The useful question is whether there is something timely and relevant you can help them with now.

Group your records by service, completion date and likely next need. A customer whose yard was redesigned may need seasonal maintenance. A commercial client may have another site. Someone who postponed a renovation may be ready to revisit it, if they agreed to future contact. Someone who opted out should remain out.

Choose a real reason

Useful reasons include a service interval, a related project the customer mentioned, an agreed planning date or a genuine opening in your schedule. “We have not emailed you in a while” is not much of a reason from the customer's perspective.

Hi [name], we completed [work] for you in [month]. You mentioned [related need] might be something for later. Is it still on your list? If so, I can explain the options and our current planning window. If not, no problem.

For recurring work, make the next step easier: “Would you like us to check availability for the same service?” Avoid asking them to describe information you already hold, but confirm anything that may have changed.

Run a small first batch

Choose a manageable group you are permitted to contact. Personalize the context, record the date and note the outcome. Some replies will be “not now.” Ask whether they want a reminder at a specific time; do not assume permission for an indefinite sequence.

Measure useful conversations, suitable projects, bookings and contribution after delivery costs. Ten replies saying hello are pleasant but do not establish a profitable campaign.

Important distinction: a message about an existing job and a promotional campaign are different. Follow the applicable rules for your location and channel, and honor opt-outs. Practical privacy and outreach resources appear in the source notes.

Your output: a small customer segment, a reason to contact it and one message. If you cannot explain the relevance in a sentence, choose another segment or wait.

Put it in place

Want this running without the evenings?

Vision sets up the journey from inquiry to signed quote for businesses that sell on quotes: inquiry page, instant replies, follow-ups that stop when the client answers. Start with the free 3-minute diagnostic.

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