How do I get repeat customers?

Check in after each job, note each customer's next likely need with a date, offer regular service where it fits, and contact your best customers between jobs.

When should I follow up after a sale?

A week or two after delivery, then at the intervals that suit the work — a quarter, six months or a year.

How do I ask a customer for a referral?

Ask at a good moment, such as after they thank you, and ask for a specific introduction rather than "anyone you know".

How do I set up a monthly invoice for a regular customer?

Set up a recurring invoice; it drafts the invoice each period for you to issue. See Set up a recurring invoice.

How can I see which customers buy the most?

Open the Sales by customer or product report and choose the period. See Report figures.

Can I send a newsletter to all my customers?

Only to those who have agreed to receive marketing, and leave out anyone recorded as Opted out. See Marketing and consent.

Repeat business

Copy for AI

Winning a new customer takes far more time than selling again to one who already knows your work. Repeat business comes from staying in touch after the job, at the right moments and with a reason. This article covers the after-sales check-in, renewals and maintenance, referrals, and how to make sure no good customer is forgotten.

Good practice

Check in after delivery. A week or two after the job, ask whether everything is working as expected. It catches small problems before they become complaints, and it is the best moment to ask for a review or a referral.

Know each customer’s next need. A café that has just renovated may need maintenance in a year, an extra outlet next year, or seasonal work. Write the likely next need down, with a date.

Offer regular service where it fits. A maintenance plan, a monthly retainer or a yearly check gives the customer peace of mind and gives you steady income.

Remind before a renewal, not after. For anything that expires — a service contract, a warranty, a licence — get in touch a month before, so the customer has time to decide and budget.

Ask for referrals by name. “Do you know anyone else who might need this?” rarely works. “Would you introduce me to the owner of your second outlet?” often does.

Look at your best customers twice a year. Your sales by customer show who brings in the most. Make sure each of them hears from you between jobs.

Market only with consent. A newsletter or a promotion is marketing. See Marketing and consent.

Do it in easySales

Book the check-in when you deliver. Post a task on the account, due a week or two after the job, for whoever looks after the customer. See Tasks.
Keep a next contact in the diary. When you complete a check-in, select Done & schedule next to book the following one — in three months, six months or a year.
Record the next need as an opportunity. Create an opportunity on the account with Type Add-on or Renewal, its Sales Value and an Expected Close Date, so it appears on the pipeline board and in the forecast.
Invoice regular work automatically. A recurring invoice creates the draft each period; you check and issue it.
Repeat a past job in minutes. Copy on a past quotation or invoice starts a new draft for the same customer with the same lines, at today’s date. See Copy a quotation.
Find your best customers. The Sales by customer or product report ranks customers by net sales for a period. See Reports.
See the whole history before you call. The account’s Activities tab shows every note, call and visit across the customer, so you can pick up where the last conversation ended.

Templates you can use

The check-in after delivery

Hi [Name], it has been two weeks since we installed the new counter. Is everything working well, and are the lights where you want them? If anything needs adjusting, just let me know.

Asking for a referral

Hi [Name], I am glad the café is happy with the result. You mentioned your second outlet in Tiong Bahru — would you be willing to introduce me to the person planning it? A short email to both of us would be perfect.

A renewal reminder, a month ahead

Hi [Name], your yearly maintenance with us ends on 30 November. I have attached a quotation to renew it for next year at the same price, SGD 480.00 before GST. If you would like to change anything, we can talk it through.

Offering maintenance after a project

Hi [Name], many of our clients book a check every six months to keep the woodwork and fittings in good shape. For Harbour Café, that would be SGD 240.00 before GST per visit. Would you like me to set it up?

Common questions

How do I get repeat customers? Check in after each job, note each customer’s next likely need with a date, offer regular service where it fits, and contact your best customers between jobs.
When should I follow up after a sale? A week or two after delivery, then at the intervals that suit the work — a quarter, six months or a year.
How do I ask a customer for a referral? Ask at a good moment, such as after they thank you, and ask for a specific introduction rather than “anyone you know”.
How do I set up a monthly invoice for a regular customer? Set up a recurring invoice; it drafts the invoice each period for you to issue. See Set up a recurring invoice.
How can I see which customers buy the most? Open the Sales by customer or product report and choose the period. See Report figures.
Can I send a newsletter to all my customers? Only to those who have agreed to receive marketing, and leave out anyone recorded as Opted out. See Marketing and consent.