Customer follow-ups

Some customers do not say they are done. They simply have not booked again, or have had to cancel a few times. Customer follow-ups puts those observed signals in one private work list, so a friendly check-in does not depend on somebody remembering it.

What appears on the list

One customer gets one card, even when more than one reason applies:

• They have had a completed clean but have not booked again within the number of days you choose — 90 days by default.
• They have reached the number of customer-initiated cancellations you choose in your look-back period — two cancellations in 90 days by default.

The card says what BlastoClean observed, such as “It has been 96 days since the last clean” or “2 customer cancellations in 90 days.” It does not decide what the customer means or label anyone as a bad fit.

A future visit or an active recurring service keeps a customer out of the time-away reason. One card can still show the cancellation history that the office may want to discuss.

Reach out your way

Open the list from Customers on the web app or mobile app. From each card, your team can:

• Call, email or text the customer when that channel is available.
• Schedule a new visit while the conversation is fresh.
• Snooze the card until a better time.
• Mark the customer as contacted after you have actually reached out.
• Dismiss a card, including Do not contact when the customer asks not to hear from you.

Nothing happens just because a card exists. BlastoClean opens the call, email or text for a person to review and send; it never sends a win-back message to a customer automatically.

Preferences always come first

A visit-reminder text permission is not permission to market to somebody. Customer follow-ups uses separate email and SMS marketing preferences, and only offers a text or email when the customer has the right current preference and contact details. A STOP reply still opts a phone number out. A Do not contact decision blocks future follow-up outreach.

See Text messages and consent for the text messaging rules.

Keep the office in the loop

Owners choose the inactivity and cancellation thresholds, then can turn on a daily internal email reminder and optional staff text reminder for the people who can work the list. Those reminders are off until an owner enables them, and they remind your team to look — they do not contact customers.

The point is a timely, human follow-up: a reason to reach out, not an automatic campaign.