Purpose
Defines the communication touchpoints after a job is sold and completed to ensure customer satisfaction and build long-term relationships.
When to Use
After every completed job — from small repairs to large installations.
Procedure
Immediate (Day of Service)
At job completion: Thank the customer, review what was done, explain any maintenance items.
Provide email receipt through ServiceTitan.
If the job was large (install, repipe, sewer), confirm the customer knows what to expect during the first few days (e.g., "You may notice [normal post-install behavior]").Day 1-2 Post-Service
Follow-up call or text from the office: "Hi [Name], we wanted to check in and make sure everything is working well after our visit. Is everything good?"
If issues: Schedule a return visit immediately. Don't let a callback linger.
If satisfied: Ask for a Google review. "We're glad to hear it! If you have a moment, a quick Google review would mean a lot to us."Day 7 Post-Service
For large jobs (installs, sewer, repipe): Second check-in to confirm everything is performing as expected.
For standard jobs: No additional contact needed unless the customer reaches out.30 Days Post-Service
Automated email through ServiceTitan: "Thanks again for choosing Spartan! If you have any questions about the work we did, we're always here to help."
Include a reminder about the membership plan (if they're not already a member).Ongoing Relationship
Membership customers: Annual inspection reminder when their service date approaches.
Non-member customers: Seasonal outreach (spring plumbing checkup, fall water heater prep).
All customers: Birthday or anniversary emails (if programmed in ServiceTitan marketing).Important Notes
- Post-sale communication is where loyalty is built. The sale doesn't end when you leave the property.
- Quick response to any post-sale issues prevents negative reviews and builds trust.
- Every touchpoint is an opportunity to reinforce Spartan's brand: professional, caring, reliable.
- Track post-sale satisfaction as a metric — customer feedback drives improvement.
Related SOPs
- Customer Callback Protocol — making follow-up calls
- Google Review Solicitation Process — asking for reviews
- Referral Program & Ask Process — referral ask during follow-ups
