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3 Ways to Improve Your Customer Service Follow-up Emails

Are you following up with your customers after your company completes a job?

If you answered no to this question… start following up with your customers today!

Your responsibility as the business owner is to improve the quality of your work, develop relationships with your customers, and continue to grow the business.

One of the easiest ways to engage with your customers is to send an email follow-up when a Job is complete. (Side-note: Jobber’s client communication features make this easy for you to do).

There’s no simple follow-up email that works for all businesses in all situations, and it can be a bit overwhelming to figure out exactly what you want to email your customer. To get the ball rolling, we’ve put together 3 examples of what you can include in your emails that will give you a great start in following up with your customers.

1. Let your customer know that the work is complete

When a job is complete, you still have the responsibility to stay in touch with your customers. A simple email follow-up that thanks the customer for their business can go a long way.

Let your customer know the job is done and make sure you’re top of mind when your customer needs to schedule their next appointment. This will help your customer service stand out and open the door for future communication

 

Example:

Hi [customer name],

Our team has completed [description of job/work here]. If you have any questions about the work or service, please don’t hesitate to contact me directly.

Thanks for your business. We look forward to working with you again in the future.

Best,
[name]
[email address]
[phone number]

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2. Ask For Feedback

Most customers won’t provide feedback unless you ask for it. It’s your job as a business owner to find out how you and your team are doing!

Asking for feedback in a follow-up email is a great way to hear from customers and improve your business.

Sometimes you’ll get negative feedback. While this isn’t what you want to hear, it’s important that you do receive this feedback. Negative feedback gives you an opportunity to find out how you can improve your service. Also, if you receive negative feedback, it provides you with an opportunity to remedy a negative situation and continue the relationship with the customer.

Other times, you’ll receive positive feedback – awesome! When you get positive feedback from a client, don’t stop there. There may be opportunities to get a customer testimonial, online review, or book the next appointment.

To get feedback you can simply add a few sentences to the email when you let your customer know the job is done: 

 

Example:

We work really hard to provide the best experience for our customers and are always looking for ways to improve. If you have any feedback please reply to this email directly. We read every email we get and appreciate your help in improving our customer experience.

If you’d like to take your feedback emails to the next level, we recommend providing your customers with a link to an online survey they can fill out. If you’re a Jobber user, we have great feature that allows you to survey your customers directly from Jobber!

3. Promote Your Business

Follow-up emails can be used as an extra tool in your marketing mix. This tool can help you promote other communication channels, encourage repeat business, and reach a new audience.

Promote your Social Media Channels

Are you active on social media? Will customers get opportunities to special deals and promotions if they like you on Facebook or follow you on Twitter?

If the answer is yes to any of the questions above, then follow-up emails are a great way to ask for a follow. Add a line of text like this to any customer follow-up emails:

 

Example:

Would you like to stay up to date with the latest news and promotions from [your company name]? Don’t forget to like us on Facebook and follow us on Twitter.

Like Jobber on Facebook
Follow Jobber on Twitter

Encourage Repeat Business

Are there opportunities for you to build repeat business after an initial appointment?

A one-off cleaning appointment can turn into a regular monthly cleaning. An initial appliance repair visit can turn into a maintenance contract. A spring cleanup for a lawn care company can turn into weekly visits.

Make sure to include information about your different packages and if possible, offer an incentive though a new customer discount.

 

Example:

Hi [customer name],

Our team has completed [description of job/work here].

We’re currently offering a 20% discount for new customers when they sign up for one of our weekly or monthly packages. If you’d like to take advantage of this offer or have any questions about any of our other services, please contact me directly.

Thanks for your business. We look forward to working with you again in the future.

Best,

[name]
[email address]
[phone number]

Reach a New Audience

Your customers value opinions from their friends and colleagues. A referral to your business from a customer can speak volumes about your credibility and top quality service.

If you’re currently running a referral program then a follow-up email is a great place to promote your program. If you’re not running a referral program – get started with our guide on how to start your own referral program.

 

Example:

Hi [customer name],

Our team has completed [description of job/work here].

Did you know that your friends and family can earn [percentage or dollar discount] off their first service with us? All they have to do is mention your name when they book with us and we’ll make sure you get the same discount off your next service!

Thanks for your business. We look forward to working with you again in the future.

Best,

[name]
[email address]
[phone number]

Lets Get Started

Follow-up emails are a great way to connect with customers, get feedback, and promote your business.

If you’re currently using Jobber and would like to start using Jobber’s follow-up email functionality, or if you’re not using Jobber and would like to learn more – give us a call! Our team would love to hear from you at 1.855.721.1115

Do you already send out customer follow-up emails? Let us know in the comments if there is anything you include in your emails that help your customer service stand out.

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