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5 Ways to Write Better Customer Service Follow-up Emails [With Templates]

July 5, 2021 6 min. read
Academy / How to Improve Customer Service Follow-up Emails

As a business owner, you’re responsible for growing your business, improving the quality of your work, and building relationships with your clients.

One of the easiest ways to connect with clients is to send a follow-up email after project completion. There’s no post-service follow-up email that works for all businesses in all situations, and it can be overwhelming to figure out exactly what to say.

We’ve put together five examples of messages to include in your follow-up emails to customers. By sending a follow-up email after providing service, you can connect with your clients and make your business look more professional.

1. Email to confirm service completion

When you’re finished with a job, let the client know! A follow-up email after providing service—or partway into a recurring service—makes your business look more professional.

Your follow-up service email should also include a thank-you. By sending a thank-you email to a client after project completion, you’re telling them how much you appreciate their business.

This helps your customer service stand out, opens the door for future communication, and keeps your business top of mind when the client is ready to schedule another appointment.

LEARN MORE: Follow up quickly after finishing work—and get paid even faster

Here’s an example of what your post-service follow-up email could include:

2. Ask for feedback

Positive feedback shows you what you’re doing well, while negative feedback tells you how you can improve your service, solve a problem, and continue the relationship with the client.

Both types of feedback help your employees improve and your business grow. However, most clients won’t provide feedback unless you ask for it.

Sending a follow-up email for feedback is a chance to connect with your clients and ask for their honest opinions in a consistently professional way. You can even include a customer feedback survey, if you’d like.

I use the client’s ratings and comments to figure out what we do well and what we need to improve on.

Jerry Jerome Jr. Winters Landscape, Inc.

LEARN MORE: Send a customer satisfaction email in minutes

To get useful feedback from a customer satisfaction email, ask for it in your follow-up email after providing service:

When you get positive feedback from a client, don’t stop there. They may be willing to give you a testimonial or online review that will help send new clients your way, if you ask for it.

PRO TIP: Some business owners give their teams a bonus for every 10/10 review they get. This is an extra incentive for their employees to provide above-and-beyond service every time.

3. Upsell your services

When you’re sending a follow-up email, customer service should be your first priority. Still, it’s worth considering any opportunities to build repeat business after that initial appointment.

Can you turn a one-off cleaning appointment into a regular weekly cleaning? An appliance repair job into a maintenance contract? A spring cleanup into weekly lawn care visits?

When you’re sending an email to a client after project completion, include information about any service packages you offer—and maybe even a new customer discount as an incentive to work with you again.

Upselling indicates how well a business understands customer needs.

The six most dreaded words we hear from a customer are, ‘I didn’t know you did that.’ Money left on the table is the number-one reason businesses don’t succeed.

Kevin Simpson ActionEdge Business Coaching

Following up gives the client a reason to stay connected to you, and you’re able to upsell your services in a professional way. Here’s an example of what that could look like:

4. Encourage referrals and reviews

When you’re trying to drum up new business, start with your current client list. A referral from a happy client speaks volumes about your credibility, your professionalism, and the quality of your service.

And once you’re running a customer referral program, a follow-up email after providing service is the right place to promote it.

After all, when a client is happy with your work, they’re more likely to talk about it with friends and family!

Ask your customers to refer you.

It wasn’t until I started actually asking for referrals that we started getting the really good new customers.

Jesse Milton

Here’s what follow-up emails to customers could look like when you include information about your referral program:

5. Promote your social media

Social media can help you connect with your customers and grow your business.

If you’re active on social media (which you should be!), follow-up emails to customers can point your clients toward your business’s FacebookInstagram, or other platform pages.

These pages provide opportunities for your clients to get special deals, access exclusive promotions, and stay up to date with what you’re doing as a business.

And if a client likes or shares your posts, their friends and family will see them, too.

It’s earned reviews for no cost.

I include links to our Google and Facebook pages on our staff’s email signatures, as well as a link in our invoice templates and job follow-up forms. It’s earned reviews for no cost.

Saray Voycey

KEEP READING: Find out how this business grew their client list with Facebook

To promote your social media and other marketing platforms, try writing a customer service follow-up email like this:

Ready to connect with your clients, gather useful feedback, and promote your business in a professional way?

Try one of these five customer service follow-up email templates and start following up with your clients now.

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