Once your team finish a job or service, what’s the next part of your business process? Does your team give a thankful nod or do you just send out an invoice?

 

If you are not sending out follow-up emails to your customers, you might be missing some customer service they are looking for.

 

As a business owner, the role you play in delivering a service to your customers is critical. You are the one in charge of developing customer-business relationship, improving the quality of service you provide, and, ultimately, the one responsible in growing your business. One of the ways you can achieve the third is through great customer service.

 

In order to engage with your customers, you need to reach out to them—and one of the simplest way you can do that is through regular emails, or through a series of follow-up emails once you complete a job. (Side-note: check out Husky Intelligence’s key features which make it easier for you to do this!)

 

But with the all the different kinds of businesses out there, there really is no one simple follow-up email, which would do the trick for all of them. It has to be specifically tailored to your target market. But since we’re in the field service industry and we want to help you get the ball rolling, we’re giving you a couple tricks of the trade.

Here are 3 ways how you can improve customer service through follow-up emails:

1.  Ping your customers when you complete the job

 

Once you’ve completed a job, it’s not enough to just send an invoice and end the sales process—there is always a possibility to create more business with the same customers. You can improve your customer service through follow-up emails once you complete the job by letting your customers know that you have finished it. This simple gesture of letting them know can go a long way for customer relationships.

 

One of the perks of doing this is that your business is on the top of your customers minds when they need to book their next service or appointment. It indicates to them that you have a great customer service, which could result in them welcoming you for more business opportunities.

Here’s one approach you can try:

 

Hello!

We recently completed a work order on behalf of your request. If you have any questions or would like to clarify something regarding the work completed, please do reach out to us immediately at [insert number]. Thank you for putting your trust in our services. We look forward to doing business with you in the future.

Regards,
Team

2.  Ask for some feedback or survey

 

This one is usually an approach that is taken for granted or ignored. It is not very likely that your customers will voluntarily provide feedback or comments on the work you have done. As a business owner, you need to know how your team is doing and how you can use this data as leverage.

 

With customer service follow-up emails, you can ask for feedback and improve the service you provide for the subsequent work orders of similar nature.

 

Nevertheless, don’t expect you will only receive praise for your work. There will be negative feedback, but you should consider this as constructive criticism. Negative feedback will give you an idea of what areas of your business you lack in. It just tells that you room for improvement. Plus, it is better to address customers’ negative experience so you can rectify it later. Due to this, the business relationship could continue and it could become even stronger.

 

If you have gotten positive feedback – sweet! If you ever do receive positive feedback, you should use this as a leverage to get more business with the same customer.

 

You can simply ask feedback from your customers by attaching several lines to either your thank you email or a follow-up email.

Here’s one way to do it:

 

Thank you for recently availing of our service.

We always strive to make sure that we’re constantly improving our services. In line with that, we would appreciate if you can provide us with some feedback regarding our most recent work. We take into consideration your inputs and make sure to read all your feedback. You can reply to this email directly. Thank you!

If you would like to take it up a notch, there are online surveys you can link to your account. Check out Husky’s field service management software to make use of this great feature that allows you to survey your customers directly!

 

Follow-up emails do not always need to be about your recent work or the latest service you attended to. Those can also be used to promote your business. With follow-up emails, you can either promote your other communication channels, encourage repeat business from the same clients, or reach an entirely new audience.

Here’s one way of promoting it:

 

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To summarize, follow-up emails are a great tool for improving customer relationships and generating more business! This allows you to promote your business, get some feedback for your team or business, and connect with customers.