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Using Automation to Stay at the Top of Customer's Minds in Your Plumbing or HVAC Business – The Four Tips

Looking to generate more repeat revenue? Here's the fastest way to constantly remind customers of your business and services.


How often do you think of someone you've serviced as "your customer"? The truth is that if you've only serviced someone one time, they're not really your customers – they can be everybody's customers.

They have the freedom to choose another business whenever a plumbing, HVAC, or electrical problem comes up. In fact, it's brazen to assume that people will automatically call you up only because you've helped them once before.

But a few decades ago, this line of thinking had some merit. Everyone had Joe the plumber's number written on a fridge magnet. These days, however, people have access to so much more information.

Customers can easily forget who came over the last time they needed something fixed. So, they can go online and just find someone else, unless you can do a good job of staying at the top of a customer's mind.

It’s the reason why you have to consistently remind your market of who you are and what you can do. But the biggest challenge here is actually doing it right. 

Now, you don't have to send five emails per week. But even an email or two per week is very time-consuming to do manually. Therefore, without a proper communication system in place that works without your involvement, you can't stay at the top of customers’ minds.

If this is where you're struggling, the following tips should help.


The Four Tips


Tip #1- Automate Your Follow-up Process for People You Already Sold To

There are two types of follow-up communication:

  • With potential customers
  • With past customers

The first is what you typically do to get people to trust and buy your service. But when you're talking about repeat revenue, those aren't the people to target.

You have to set up a process that follows up communication with people and businesses that already put money in your pocket.

The fact is that you could've done a fantastic job for a customer and still not get another call from them if a new issue arises.


Simply because people forget. 

Even if they may have your contact information somewhere, you might still slip their mind. Thus, you have to focus your efforts on reminding past customers of your service and value.

However, it's a process that demands automation because you can't always manage incoming leads and old leads.


Tip #2 - Encourage Customers to Leave Reviews to Create Automatic Brand Awareness

As you get your past customers to come back to you for more, you're already starting to increase their lifetime value. Repeat revenue is great for business.

But you can go one step further. 

Automation is not only limited to creating systems and processes or using specific software solutions. You can also automate your relationship with past customers.


You do it by encouraging them to leave reviews. Customer reviews and testimonials are passive automated techniques for building brand awareness. 

Good Google reviews, in particular, can help increase your rank and put you on the map. You can be the number one choice for people in your area as a result.

Add to that follow-up communications and you'll position your plumbing and HVAC business at the top of your ideal customer's mind.


Tip #3 - Automate Your Review Response Process

Unfortunately, many plumbing and HVAC businesses don't emphasize reviews and testimonials. They don't push for them because they're scared of negative reviews, and Google doesn't let you filter those out.

However, there are ways to deal with bad reviews and even fix your rating and standing in your local area.

Now, manually replying to reviews, whether good or bad, is too time-consuming. Therefore, like with everything else regarding client communication, you can automate your response process.

To be precise, you can set up automated tasks for getting notifications when someone leaves a poor review. You can also automate the contact information collection process and even send out a quick reply inviting displeased customers to reach out with their issues.

With certain applications, like ConversionAMP, it's also possible to automatically follow up positive reviews with a coupon or other signs of appreciation.

It's all part of the follow-up blueprint for previous customers.

Every business has to do these things if it wants repeat revenue. But many don't because they don't know how much easier everything is once automated.


Tip #4 - Keep Sending Messages to Your Customers

If you want the attention of past customers and keep your name in front of them, you have to continue to improve your communication.

But keep in mind that you shouldn't be too salesy. Many plumbing and HVAC businesses make the mistake of flooding customers with coupons, sales, package deals for inspections, etc.

That said, personalized messaging and follow-ups can seem tedious. They can certainly take significant time away from other tasks.

This is why automation has already revolutionized the plumbing and HVAC industry. You can send out scheduled automated messages to past customers with a friendly, personal touch if you use the right system and software.

As a result, you don't have to rely on traditional sales tactics and overwhelm past customers with deals to get them to reach out. You can simply remind them of your presence in other creative ways and actually forge stronger, long-lasting relationships.


Automation is Changing the Industry for the Better

Any business, across any sector, that’s trying to get their customers' attention uses automation as part of their marketing strategy. But in the plumbing and HVAC industry, you're serving so many customers that it's nearly impossible to keep in touch after a while if done manually.

Automation lets you cross everything off your checklist with limited manual input on your end. At the same time, it enables you to maintain an open line of communication by creating templates and using your customer information to create personalized emails for all your contacts.

It's one of the most powerful tools in your arsenal if you want to stay busy, increase a customer's lifetime value, create repeat revenue, and do so without pouring in countless hours of work on low-value tasks.

If you'd like to discuss how you can generate better results online, let's schedule a time to chat. You can pick a time that works for you now by going to


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