How to get repeat customers as a tradesperson
The cheapest job to win is the one from someone who has already used you and was happy. Yet most tradespeople do nothing to stay in touch, and then wonder why a past customer used someone else next time.
Keep a simple record
For every job, note the customer's name, contact details, address, what you did, what you used and the date. A spreadsheet or a notes app is enough. Ask permission to contact them again; most people are happy to say yes.
Remind people when work is due
A lot of trade work comes round again: boiler services, gutter cleaning, chimney sweeping, decking treatment, exterior painting, tree work, safety checks. A short, friendly message when it is due, sent in advance, brings back work you would otherwise lose to whoever they find first on Google.
Make booking again effortless
Keep the same phone number, the same name and the same website, so people can find you years later. A website with your contact details and recent work reassures returning customers that you are still trading and still doing good work.
Ask for recommendations
Happy customers will often recommend you if asked. The best moment is when they are pleased with the finished job. Make it easy: a card, a link to your website, or a request for a Google review that their friends will see.
Leave something behind
A card, a sticker on the boiler, or a note with the date of the job and your number means that when the customer next needs you, your details are already in the house. It is old-fashioned, and it works.
Look after the small jobs
Customers who call about a small job and get a quick, polite answer remember it when the big job comes along. Even if you cannot take it on, recommend someone who can. That goodwill comes back as repeat work and recommendations.
Follow up after a job too: a short message a week later asking if everything is working properly shows you care about the result, not just the invoice, and it often prompts a review.
Common questions
- How often should I contact past customers?
- Only when you have a genuine reason, such as work being due. A couple of useful messages a year is welcome; a monthly newsletter usually is not.
- Do I need special software?
- No. A spreadsheet or a simple job app is enough for most sole traders.
- Is it worth offering a discount to past customers?
- Sometimes, but reliability and convenience usually matter more to them than a small discount.
If you would rather somebody just did it
I build websites for self-employed tradesmen and small businesses across the UK: £249.99 to build, then £49.99 a month to host, maintain and update it. The sites I have built show on page one of Google for 103 searches between them, in Search Console.