Why Your Follow Up Must Include 15 Touch Points

Why 15 Touches Matter in Home Service Businesses

Home service leads:

Are often price shopping
May be busy or stressed (especially emergencies)
Commonly request multiple quotes
Rarely book on the first contact

The contractor who follows up best—not cheapest—wins.

15-TOUCH FOLLOW-UP PLAN (30 DAYS)

TOUCH PHASE 1: SPEED WINS (Touches 1–5 | Day 0–2)

Goal: Contact immediately + establish credibility

Touch 1 – Instant SMS (0–1 minute)

Channel: Text
Automation: YES

“Hi {{First Name}}, this is {{Rep Name}} with {{Company}}. We just received your request for {{Service}}. Are you looking to get this taken care of ASAP or just exploring options?”

Touch 2 – Immediate Phone Call (2–5 minutes)

Channel: Call
Automation: Dialer + manual call

If no answer: Leave voicemail

“Hi {{Name}}, this is {{Rep}} with {{Company}}. Just calling about your request for {{Service}}—we help homeowners in {{City}} every day. I’ll send you a quick text as well.”

Touch 3 – Follow-Up Text (10 minutes)

Channel: Text

“Just tried giving you a quick call—no rush. We’re local, licensed, and can usually schedule fast. What’s the best time to connect today?”

Touch 4 – Email (Same Day)

Channel: Email

Subject: We Received Your {{Service}} Request

Short, trust-based:

Local
Licensed
Insured
Reviews
Fast response

Touch 5 – Second Call (Day 1 Morning)

Channel: Call

Leave voicemail if needed

“Just making sure your request didn’t get lost—happy to help when it’s convenient.”

TOUCH PHASE 2: VALUE & TRUST (Touches 6–10 | Day 3–10)

Goal: Position authority, remove hesitation

Touch 6 – Text with Proof (Day 3)

Channel: Text

“We just helped a homeowner nearby with a similar {{Service}}—happy to share pricing ranges or availability if helpful.”

Touch 7 – Email: Reviews & Social Proof

Channel: Email

Include:

Google review snippet
Before/after image
Certifications

Touch 8 – Call Attempt (Day 5)

Channel: Call

If answered → book
If not → voicemail:

“Just checking back—many homeowners wait until the issue gets worse. Happy to help prevent that.”

Touch 9 – Text with Soft Urgency (Day 7)

Channel: Text

“We’re filling up for the week—did you still want an estimate or inspection?”

Touch 10 – Email: Education-Based

Channel: Email

Example topics:

“3 Signs Your {{System}} Needs Attention”
“What Happens If This Gets Delayed”

TOUCH PHASE 3: LONG-TAIL CONVERSION (Touches 11–15 | Day 14–30)

Goal: Stay visible without being annoying

Touch 11 – Call Attempt (Day 14)

Channel: Call

No voicemail if you’ve left multiple—just ring.

Touch 12 – Text: “Close the Loop” (Day 16)

Channel: Text

“Hey {{Name}}, just checking before I close this out—do you still need help with {{Service}}, or are you all set?”

⚠️ This text often gets responses

Touch 13 – Email: Incentive (Day 18)

Channel: Email

Offer:

Free inspection
$50–$250 off
Priority scheduling

Touch 14 – Text Reminder (Day 21)

Channel: Text

“Quick reminder—we’re offering {{Offer}} through the end of the month if you still need help.”

Touch 15 – Final Call or Text (Day 30)

Channel: Call or Text

“Last follow-up from me—if you need help in the future, save our number. We’re always here.”

CRM AUTOMATION BEST PRACTICES

Must-Haves:

✅ Instant response (under 60 seconds)
✅ Call + text + email combo
✅ Local phone number
✅ Human voicemail, not robotic
✅ Auto-pause sequence once booked