TABLE OF CONTENTS
- Why This Playbook Matters?
- What You'll Learn?
- Final Thoughts: Retention = Profit
- Take your cleaning business to the next level—Sign up with HighLevel and start growing today!
Why This Playbook Matters?
Winning a new customer is 5X more expensive than keeping an existing one. Yet, many cleaning businesses focus only on acquiring new leads, ignoring the goldmine of repeat business and referrals.
The reality?
✅ 70% of cleaning customers hire the same company again—if they follow up.
✅ Businesses with strong referral programs grow 2X faster than those relying only on ads.
✅ Companies that send review requests after service get 35% more repeat customers.
This playbook will show you how to turn every happy customer into repeat business and a referral machine, without extra effort.
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What You'll Learn?
✅ How to automate follow-ups and keep customers coming back.
✅ How to get more 5-star reviews to boost bookings & trust.
✅ How to create a referral program that turns clients into sales reps.
✅ How to offer maintenance plans to ensure steady revenue.
✅ How to use AI & Smart Lists to engage customers and prevent churn.
Step 1: Automate Follow-Ups & Rebooking
Why It Matters?
Most cleaning businesses lose thousands because they don’t follow up with past customers. You provide a great service, but if you don’t remind them, they forget to book again.
? Fact: 62% of customers forget the name of their cleaning service after 3 months.
1.1 Post-Service Follow-Up Messages
Send an automated thank-you SMS or email after every cleaning job.
Ask if everything is satisfactory & remind them about rebooking.
Offer a discount for their next service to increase retention.
Example Message:
"Hey Sarah, thanks for choosing [Your Business Name]! Hope you loved the cleaning. Want 15% off your next service? Book within the next 30 days & save!"
How to Automate Customer Follow-Ups
1.2 Automated Check-In Reminders
Set up monthly or quarterly cleaning reminders based on service type (e.g., deep cleaning, carpet cleaning, office janitorial services).
Offer easy online booking with one click.
Example Message:
"Sarah, it's been 3 months since your last deep clean! Need a refresh? Reply YES to schedule your next appointment."
How to Set Up Maintenance Reminders
Step 2: Get More 5-Star Reviews Automatically
Why It Matters?
87% of customers check online reviews before booking a cleaning service. More 5-star reviews = higher rankings on Google & more bookings.
2.1 Automate Review Requests
Send SMS & email review requests right after service completion.
Personalize the request with the customer’s name & service details.
Direct customers to Google, Yelp, and Facebook for maximum visibility.
Example Message:
"Hey Sarah, we loved cleaning for you! If we did a great job, could you leave us a quick review? It helps a lot! Click here: [Google Review Link]"
How to Automate Review Requests
2.2 Handle Negative Reviews Proactively
AI flags negative reviews before they go public.
Offer a quick resolution before a bad review impacts your rating.
Example:
A customer had an issue with a cleaning. Instead of leaving a bad review, they get a follow-up message:
"Hey Sarah, we noticed you weren’t fully satisfied. We want to make it right! Let’s schedule a free touch-up. Reply YES to book."
Step 3: Create a Referral Machine
Why It Matters?
Referral customers convert 5X faster and spend 16% more than new customers.
? Fact: Cleaning businesses with referral programs see a 30% increase in revenue.
3.1 Set Up a Referral Program
Reward customers who refer friends & family with discounts or service credits.
Offer an incentive to both the referrer & the new customer (e.g., $25 off their next cleaning).
Example Message:
"Love our cleaning service? Refer a friend & you BOTH get $25 off your next booking! Just send them this link: [Referral Link]"
How to Set Up an Automated Referral Program
3.2 Automate Referral Follow-Ups
Send a reminder after service:
"Know someone who needs a cleaner? Refer them now & get $25 off!"
Track referrals & apply rewards automatically with HighLevel.
Step 4: Lock in Recurring Revenue with Maintenance Plans
Why It Matters?
Cleaning businesses with subscription-based maintenance plans generate 30% more repeat business and higher customer retention rates.
4.1 Offer Service Plans for Recurring Work
Create weekly, bi-weekly, or monthly cleaning plans.
Automate invoicing & renewal reminders so customers never miss a cleaning.
Example Message:
"Join our VIP Cleaning Plan: Monthly home cleaning + priority booking for $99/month. Save $$ & keep your home spotless!"
How to Set Up Subscription-Based Services
4.2 Upsell Preventative Maintenance During Jobs
Train staff to offer maintenance plans at checkout.
Give a discount for signing up on the spot.
Example Message:
"Sarah, we just finished your deep cleaning. Want to lock in monthly maintenance? Sign up today & get $20 off!"
Step 5: Use AI & Smart Lists to Boost Customer Engagement
Why It Matters?
Your past customers are 10X more likely to book again than cold leads.
HighLevel automates personalized outreach based on customer history.
5.1 Smart Lists for Re-Engagement
Create lists of past customers by service type, location, or last booking date.
Send seasonal promotions, upgrade offers, and rebooking reminders.
5.2 AI-Powered Follow-Ups & Surveys
Use AI to check in with past customers via SMS:
"Hey [First Name], it’s been 3 months since your last cleaning. Need a refresh? Reply YES to book!"
Send satisfaction surveys to prevent churn and improve service.
How to Sell & Automate Maintenance Plans
How to Use Smart Lists for Customer Retention
Final Thoughts: Retention = Profit
By automating follow-ups, increasing reviews, encouraging referrals, and offering maintenance plans, you create a system where every happy customer leads to more jobs & revenue—without extra effort.
HighLevel makes this effortless—so you can focus on delivering exceptional cleaning services while your business grows on autopilot.
Your Next Steps?
✅ Automate follow-ups & rebooking
✅ Increase 5-star reviews & handle negative feedback smartly
✅ Create a referral system that runs itself
✅ Lock in recurring revenue with maintenance plans
✅ Use AI & automation to engage past customers
Take your cleaning business to the next level—Sign up with HighLevel and start growing today!
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