The follow-up system
Past-customer follow-up, as a system
Your list is the cheapest work you will ever book. You already paid for every name on it. Most shops still treat follow-up as a campaign: a blast when the board gets thin, then back to silence. Run it as a system instead: a clock watched for every customer, a call the week they come due, and a board that fills every quarter — not every panic.
Key facts
- Follow-up targets a shop's own past customers, old leads and unsold estimates — people who already know the company.
- A customer is due when their last job plus the service cycle arrives: tune-ups twice a year, water heaters at 10–12 years, quotes the day they go quiet.
- The sequence is capped and stop-on-response: 1–5 attempts, up to 3 text follow-ups, inside your calling window.
- Pricing is Everything + the App — all five services and the mobile app in every tier — Up to 250 contacts at $297/month, 251–1,000 contacts at $447/month, 1,001–2,500 contacts at $594/month, Over 2,500 contacts at $891/month, month-to-month.
A system, not a campaign
A campaign has a start and an end. A system has a queue. Every week, some of your past customers cross a line — the tune-up comes due, the water heater turns ten, the quote from last season goes cold. A follow-up system watches for those crossings and works them in order, so follow-up never depends on someone in the office having a free afternoon. It never comes.
The lists it works
Three lists, one queue. Past customers whose next job is coming due. Old leads who asked once and went quiet. Unsold estimates — priced, promised, never booked. All three already know your name, which is why follow-up converts like nothing cold ever will: the call isn't an introduction, it's a reminder with a calendar attached.
The leads you already paid for
You already paid for these leads once. Your agent works every one — past customers, unsold estimates, platform leads — until they book, reply, or say stop.
The sequence, capped on purpose
You set the shape: 1 to 5 call attempts, up to 3 text follow-ups, inside the calling window you choose — weekday mornings, afternoons or evenings, or weekdays plus Saturday. Attempts spread across different days and times, because a customer who misses a Tuesday-morning call may answer Thursday evening. And the sequence stops the moment anyone books, replies, or asks not to be contacted. Three attempts is the working default; more is a ceiling, not a target — past it, each extra attempt books almost nobody and teaches customers to dread your number.
What the call actually does
The call names the customer's own work — "your last tune-up was in March; the fall one's due" — not a generic offer. It answers the obvious questions, checks the ZIP against your service area before booking anything, and agrees the job and the time on the call. The booking goes into one of the open windows you set, and a summary lands with you after every conversation.
What you see
Every call is logged with a summary and a recording. Every booking shows next to the call that made it. The count is right there in black and white.
The numbers, worked
Take a 1,200-name past-customer list — a modest shop. About 300 customers come due each quarter on tune-up cycles alone. At a cautious 15% booking rate, that's 45 jobs a quarter. At a $450 average ticket, that's $20,250 per quarter — $81,000 per year — from customers the shop already had. Zero ad spend.
Against that: your rate is built in your audit, from your own numbers — sized so one booked job covers the month. Four booked jobs of the quarter cover it with room to spare. The other 41 are margin.
Questions
Is follow-up a one-time campaign or an ongoing system?
Ongoing. Past customers come due every quarter as their equipment ages and their service cycles turn. The system runs continuously on a monthly plan. No contracts — cancel anytime.
Who gets contacted?
Only your own people, from the list your shop provides: past customers, old leads and unsold estimates. Plunger AI never buys lists and never contacts another shop's customers.
What happens when someone says stop?
It stops. Follow-ups end on any reply, and a customer who asks not to be contacted is never contacted again.
What does unlimited mean here?
Calling is unlimited — your agent can attempt as many calls as your list holds, and completed conversations are covered too. Dials that never connect never count, there is no allowance to run out of, and calling never pauses for usage.
What languages does the agent work in?
English, Spanish and Portuguese. A customer's language never has to be the reason a booking didn't happen, and every call opens by disclosing that it may be recorded.
Is it better to call or text a customer who hasn't booked in months?
For a customer who has been quiet for months, a call. A text can only ask — a conversation can answer “has it really been two years already?”, hear the hesitation, and agree on a time while the customer is still on the line. Reminders are fine for customers who already booked. Follow-up is a conversation, not a notification.
Free first
See your number before you pay for anything
Run the free Revenue Audit on your real numbers — past customers, unsold estimates, missed calls. Takes about a minute — no email up front, no card. The audit shows it. The agent collects it.