Follow-Up Protocol & Cadence

Purpose

Defines the follow-up cadence for unsold estimates and pending proposals to maximize conversion without being pushy.

When to Use

Any time a customer doesn't purchase during the in-home visit.

Procedure

Day 1 (Same Day)

Send thank-you text within 2 hours: "Hi [Name], thanks for meeting with me today. I've sent your estimate to your email. Let me know if you have any questions. — [Your Name], Spartan Plumbing"

Ensure estimate is sent via ServiceTitan email.

Log the follow-up in ServiceTitan notes.

Day 3

Call the customer (don't just text). Ask if they reviewed the estimate and have questions.

If no answer, voicemail + follow-up text.

Address any new objections.

Day 7

Check-in email or text based on customer preference.

Offer value: "I wanted to follow up and let you know about our financing option..."

Offer a second consultation if interested but uncommitted.

Day 14

Final proactive outreach: "Hi [Name], checking in one last time. We'd love to help when you're ready. This estimate is valid for 30 days."

If no response, move to long-term nurture.

Long-Term Nurture (Monthly)

Unsold estimates stay in ServiceTitan's follow-up queue.

Monthly check-in via automated email/text.

Re-engage with seasonal triggers (water heater estimates in fall, sewer work in spring).

Tracking & Accountability

• All follow-up attempts logged in ServiceTitan with date, method, and outcome.
• Sales managers review unsold estimates weekly.
• Target: 20%+ conversion on follow-up estimates.

Important Notes

• Most unsold estimates convert with proper follow-up — the customer is interested.
• If a customer asks you to stop, respect that immediately and log it.
• If they went with a competitor, note the reason (price, timing, service).
• After 30 days, pricing may need refresh — notify the customer.

Related SOPs

• Closing Process & Techniques — initial close attempt
• Estimate Creation & Approval — estimate details
• Post-Sale Customer Communication — after-sale follow-up