Turn Every Service Call into Repeat Business & A Referral Machine

TABLE OF CONTENTS

• Why This Playbook Matters?
• Step 1: Automate Follow-Ups & Rebooking
• Step 2: Get More 5-Star Reviews Automatically
• Step 3: Create a Referral Machine
• Step 4: Lock in Recurring Revenue with Plumbing Maintenance Plans
• Step 5: Use AI & Smart Lists to Boost Customer Engagement
• Final Thoughts: Retention = Long-Term Profit

Why This Playbook Matters?

Winning a new plumbing customer is 5X more expensive than retaining an existing one. Yet, many plumbing businesses chase new leads while neglecting the goldmine of repeat customers & referrals.

The Reality?

✅ 76% of homeowners call the same plumber again—if they follow up.
✅ Referral customers convert 5X faster & spend 16% more than cold leads.
✅ Plumbers who send review requests after service see a 35% increase in repeat bookings.

This playbook will show you how to turn every job into more business—on autopilot.

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What You'll Learn?

✅ How to automate follow-ups & keep customers coming back.
✅ How to get more 5-star reviews to boost trust & bookings.
✅ How to create a referral program that turns happy clients into sales reps.
✅ How to offer maintenance plans for steady revenue.
✅ How to use AI & Smart Lists to prevent customer churn.

Step 1: Automate Follow-Ups & Rebooking

Why It Matters?

Most plumbing businesses lose thousands because they don’t follow up with past customers.

Fact: 65% of customers forget their plumber’s name after just 6 months.

1.1 Post-Service Follow-Up Messages

✔ Send an automated thank-you SMS or email after every plumbing job.
✔ Ask if everything is running smoothly & remind them about future service.
✔ Offer a discount for their next service to boost retention.

Example Message:
"Hey Mike, thanks for trusting [Your Business Name] for your plumbing needs! Everything running smoothly? Schedule a pipe checkup in 6 months & get $50 off!"

How to Automate Customer Follow-Ups

1.2 Automated Check-In Reminders

✔ Set up maintenance reminders for key services (e.g., drain cleaning, water heater inspections).
✔ Offer a quick way to book their next appointment online.

Example Message:
"Mike, it’s been 6 months since your last water heater check. Need us to stop by? Reply YES, and we’ll take care of it!"

How to Set Up Maintenance Reminders

Step 2: Get More 5-Star Reviews Automatically

Why It Matters?

⭐ 85% of customers trust online reviews as much as personal recommendations.
⭐ Plumbing businesses with 50+ Google reviews rank 2X higher than those with fewer.

2.1 Automate Review Requests

✔ Trigger SMS & email review requests right after job completion.
✔ Personalize the request with the customer’s name & job details.
✔ Direct them to Google, Facebook, and Yelp for maximum exposure.

Example Message:
"Hey Mike, thanks for choosing us! If we did a great job, could you leave us a quick review? It helps us a ton! Click here: [Google Review Link]"

How to Automate Review Requests

2.2 Handle Negative Reviews Proactively

✔ AI flags negative reviews before they go public.
✔ Customers with complaints get a follow-up call first.
✔ Turn unhappy customers into loyal clients by resolving issues quickly.

Example:
A customer had a complaint about a late service. Instead of leaving a bad review, they receive a follow-up message:

"Hey Mike, we noticed you weren’t fully satisfied. We’d love to make things 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 leads from ads.

Fact: Plumbing businesses with referral programs grow 30% faster than those relying only on ads.

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., $50 off their next service).

Example Message:
"Love our plumbing service? Refer a friend & you BOTH get $50 off your next job! Just send them this link: [Referral Link]"

How to Set Up an Automated Referral Program

3.2 Automate Referral Follow-Ups

✔ Send referral reminders after service.
✔ Track referrals & apply rewards automatically with HighLevel.

Example Message:
"Know someone who needs a plumber? Refer them now & get $50 off your next repair!"

Step 4: Lock in Recurring Revenue with Plumbing Maintenance Plans

Why It Matters?

Plumbers who offer maintenance plans generate 30% more repeat business and higher customer retention rates.

4.1 Offer Service Plans for Recurring Work

✔ Create annual or semi-annual plumbing maintenance plans.
✔ Automate invoicing & renewal reminders so customers never miss a service.

 Example Message:
"Join our VIP Plumbing Plan: Annual home plumbing check + priority service for $199/year. Save $$ & avoid costly emergencies!"

How to Set Up Subscription-Based Services

4.2 Upsell Preventative Maintenance During Jobs

✔ Train your team to suggest maintenance plans after major repairs.
✔ Offer a discount for signing up on the spot.

Example Message:
"Mike, we just fixed your water heater. Want to lock in annual maintenance? Sign up today & get $25 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 a cold lead. 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.
✔ Send satisfaction surveys to prevent churn and improve service.

Example Message:
"Hey [First Name], it’s been 6 months since your last plumbing check. Need an inspection? Reply YES to book!"

How to Sell & Automate Maintenance Plans

How to Use Smart Lists for Customer Retention

Final Thoughts: Retention = Long-Term Profit

By automating follow-ups, increasing reviews, encouraging referrals, and offering maintenance plans, you create a system where every satisfied customer leads to more jobs & revenue—without extra effort.

HighLevel makes this effortless—so you can focus on delivering top-notch plumbing 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 plumbing business to the next level—Sign up with HighLevel and start growing today!