Follow through after the job is done

Leave the customer with a clear handover

Explain what you completed, anything still outstanding and the next step you agreed. Where relevant, provide the appropriate manufacturer or professional care instructions. Do not improvise instructions for equipment or work outside your competence.

Put useful details in writing. Separate the invoice, any warranty information and aftercare instructions so the customer can find what they need later.

• A plain summary of the completed work.
• Any outstanding item and who will deal with it.
• Relevant care information and documents.
• A clear way to raise a question or concern.

Make a follow-up useful

Choose a follow-up that fits the work and what you agreed with the customer. Keep it about that job: whether they have the information they need and how to contact you if something needs attention.

Keep service communication and promotional offers distinct. Use the customer's agreed contact preferences and check the rules that apply to your messages before setting up recurring campaigns.

Ask for an honest review

Keep the invitation brief and make it easy to find the right review page. Ask for an honest account of the experience, without telling the customer what rating to leave.

Do not make an invitation depend on whether someone first gives you positive private feedback. Avoid incentives or promises in exchange for a review, and check the review platform's current rules before automating requests.

If a customer raises a concern, focus on resolving it. Do not make support conditional on removing or changing a review.

Keep the history ready for the next call

Save the completed work, relevant materials or equipment details, agreed follow-ups and any unresolved issue with the customer record. The next visit should start with context.

Review what the follow-up tells you about your business. Are customers asking the same handover question? Are callbacks coming from an unclear scope? Improve the process where the pattern points, rather than treating each message as an isolated task.