workflow 01 · for past customers

Past customer follow-up

Past customer follow-up (also called customer reactivation) is a short, friendly email sequence to people who already bought from you but haven't been back. It goes from your own inbox, in your voice, only to people with a real reason to hear from you, and you approve every word before anything sends.

I want this How it works

Consent and opt-outs respected

Two clay houses with mailboxes and an envelope flying toward them
example · an email from your inbox “Hi Karen, it's been a year since your spring cleanup. Want us on the list again?” Karen replied two hours later Her emails stopped · you booked her in

What is past customer follow-up?

Most local businesses have hundreds of past customers sitting in a booking app, a spreadsheet or an invoicing tool. Nobody reminds them you're still here, so when they need you again, they search Google and find someone else.

Past customer follow-up turns that list into a few useful notes: a check-in when service is due, a reminder about the estimate they never booked, a seasonal heads-up. Anyone who replies, books or unsubscribes stops getting messages right away.

Written by Joe Lissy, founder of chalkthis., Sound Beach, NY. Updated .

how it works

How does past customer follow-up work?

  1. Clean the list

    We pull your customer list out of the software you already use, set aside anyone who shouldn't hear from you, and sort the rest by when they last came in.

  2. Write it in your voice

    Three short emails per group: a personal note, a reason to come back now, and a polite last word. You read and approve every one before anything sends.

  3. Send, stop, hand off

    Emails go out in small batches from your own mailbox. Replies come straight to you, and anyone who replies, books or unsubscribes stops getting messages.

the rules are part of the build

What stays in your control.

  • Only people who bought from you or asked you for something hear from you.
  • Every email has an unsubscribe link and your business address, and opt-outs are honored right away.
  • No offers, discounts or deadlines you didn't approve in writing.
  • Email first. Texts only go to people who agreed to texts.
  • Customers who were just in are left alone.

worth knowing

Marketing email has to explain how to opt out and include a valid physical postal address, and opt-outs must be honored within 10 business days. The FTC: "The law makes no exception for business-to-business email."

Source: Federal Trade Commission, "CAN-SPAM Act: A Compliance Guide for Business"

questions owners ask

Questions about past customer follow-up

Is this just an email blast?

No. It's a few short, personal emails to people who already know you, sent in small batches from your own inbox. Each one asks for one thing, and the moment someone replies, books or unsubscribes, they stop getting messages.

Who gets the emails?

Only past customers and people who asked you for a quote or information. Never bought, scraped or 'met them once' lists. Customers who were in recently are left alone by default.

Will the emails come from chalkthis.?

No. They come from your own business email, signed with your name. Replies land in your inbox like any other email.

Do you text my past customers?

Not for follow-up. Marketing texts need written permission, so follow-up starts with email. Texts only go to people who agreed to them.

What do I need to get started?

An export of your customer list (names, emails, the last visit or job and what you did for them) and 30 minutes to tell us what is worth saying. If the list lives on paper, we start there.

How do I know it worked?

You see who replied, who booked and who unsubscribed. We count the jobs that came from the list and leave out work that was already on the calendar.

What does it cost?

It depends on the business and the leak. On a short call we'll show you what fixing it is likely worth, and you'll see the price before anything starts. No long contract.

The other five.

Each one plugs a different leak. Start with the one that costs you the most, and add the next when it pays for itself.

Ready to hear from your past customers again?

Tell us what's costing you the most. We reply within one business day.

What do you want help with?
Best time for a call back (optional · Eastern Time)

Pick a day and we'll call you then. Or leave it, and we'll reply by email.

See the Privacy Policy and Terms.

or email joe@chalkthis.ai