Inactive-customer reactivation
Customers who have gone quiet past their normal service interval get a short, approved sequence inviting them back, and replies land with a person.
There is a long list of past customers in the system who have not booked in a year. Nobody has time to call them. Meanwhile the ad budget goes to strangers who have never heard of you.
- 01Trigger
Weekly sweep
Customers past the interval with no open work are pulled from the history.
- 02Qualify or process
Apply the exclusions
Complaints, collections, opt-outs, moved, and recently contacted come off the list.
- 03System update
Tag and log
Each customer is tagged with the sequence and every touch is recorded.
- 04Customer communication
Two short messages
An approved invitation to come back, with a way to reply or book, and one follow-up.
- 05Human escalation
A person books
Every reply becomes a task; the office confirms the booking.
- 06Measurement
Customers returned
Messages sent, replies, bookings, and revenue from returned customers, monthly.
Best for
- Recurring-service businesses with a customer list that has gone cold
- Companies spending on new-customer ads while past customers sit untouched
- Offices that have tried a one-time blast and want something that runs every week
Trigger
A weekly sweep finds customers past a set number of days since their last job with no open work.
Inputs
- Last service date and type for each customer
- Contact details, preferences, and texting consent
- The exclusion list: complaints, collections, opted out, recently contacted
- The approved message and any offer the owner has signed off on
Actions
- Build the week's list from the customer history and remove exclusions
- Send one approved message with an easy way to reply or book
- Send a second touch after a set number of days if there is no reply
- Tag every reply and open a task for a person
- Remove the customer from the list the moment they book
Outputs
- A weekly reactivation list the office can see before it runs
- Replies as tasks with the thread attached
- A count of returned customers by month
Human handoff
The message invites a reply or a booking. A person handles every reply and any booking that needs judgment. No discount is applied unless the owner approved it in the message.
Exceptions
- Customers in collections or with a complaint on file are excluded
- Customers marked as moved or sold are removed from the list
- A reply of stop is honored and logged
- Customers touched by another sequence in the last month are held back
Required access
- Customer history from the field software, by export or API
- The texting or email channel from the business identity
- Approval of the segments, the message, and any offer
Important limitations
- Results follow list quality; old numbers bounce and old emails go unopened
- Consent to text past customers has to be confirmed before the first message
- Med spa messages carry no clinical content and are approved by the practice
- FieldRoutes
- ServiceTitan
- Jobber
- GoHighLevel
- Google Sheets
- FieldRoutes (validate first)
- ServiceTitan (validate first)
- Jobber
- GoHighLevel
- Google Sheets
About one to two weeks, plus carrier registration if texting is new
$2,000 to $5,000
The range for the tier this workflow usually falls in. Your number comes in a written scope. Pricing →
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