---
title: "Customer follow-ups · BlastoClean docs"
description: "A private work list for customers who have not booked in a while or have cancelled repeatedly, with manual call, email and text outreach that respects their preferences."
url: "https://www.blastoclean.com/docs/customer-follow-ups"
---

# Customer follow-ups

Running the company · Web and mobile · 2 min read · updated August 15, 2026

**Customer follow-ups put people who may need a personal check-in on one staff-only list; your team decides whether and how to reach out, and no win-back message is sent automatically.**

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](/docs/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.