Customer Journey SOP
Design every touchpoint before, during, and after the job so customers call you back and pay your price without flinching
Free sop · 18 min read
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- Written for home service owners, zero fluff
- The 10 checks, and how to fix each one
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What is inside
What you will get
The full touchpoint map across three phases (before the job, during the job, after the job) with the tool and the script for each step
The pre-arrival tech photo and the day-before check-in that turn a nervous waiting window into trust
The warranty conversation and the good/better/best options talk that let you charge more without pushing
The in-field upsell that captures extra work at peak trust, and the rule on when service agreements get sold (office, not tech)
The full 30/60/90 day follow-up sequence that produces the second job without spending a dollar on ads
The lapsed-customer reactivation that reliably wakes up dormant customers, and why it goes by text not email
The technician scorecard that ties pay to reviews, callbacks, and referrals so the journey runs itself
Is this for you?
This is for you if...
Owners who close the sale and then go silent, who run great jobs and still lose customers to the next contractor's mailer, and who know "customer experience" matters but can't point to the SOPs that produce it. Any trade where the tech walks into the home. HVAC, plumbing, electrical, roofing, chimney, garage door, landscaping, pressure washing. One truck or a whole fleet.
After reading
What you will be able to do
01
Build a pre-arrival sequence customers feel before the doorbell rings
02
Standardize the doorstep intro and the warranty conversation so every tech runs it the same way
03
Install the 30/60/90 day follow-up that produces the second sale on its own
04
Tie technician pay to the touchpoints that justify your price and feed your Google ranking
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