Most pumpers think that long term growth is found in more calls, more ads, and more trucks. In reality, the most effective way to grow is through follow-up - because a repeat customer is much more valuable than a new one.
In a study done on people who bought products online, repeat customers often paid 2 - 2.5 times more per order than first-time buyers. This is important for you pumpers because these statistics apply more heavily to service-businesses than product-businesses. One of the most effective points of contact is to follow up with them.
Why is Trust so Important?
In most sales, knowledge isn’t the barrier anymore - the internet has solved that. Customers just want to know: “can I trust this company?”
Widely known marketing sources often cite that the average repeat customer is 60-70% more likely to purchase from a business than a new prospect.
That’s why building trust with your customers is so important. Most business owners make the mistake of focusing on chasing new clients instead of giving attention to their current ones. The lack of follow-through is a big reason behind the “90% of businesses fail in the first 5 years” statistic that your family and friends warned you about.
The good news? It doesn’t have to be that way.
Follow up Basics
I’m not here to teach a crash-course on trust-building (that’s for another post). Instead, let’s go over the basics of effective follow-up.
Imagine if all the energy spent on social media posts, ads, and networking events was 70% more effective and took a fraction of the time. That’s the power of the follow up.
What does following up look like in practice?
24-Hour Thank You
After every job, send a quick thank-you message. A short text, email, or a handwritten note makes a big impression.
Example: “Hey [customer name], we just wanted to say thank you for choosing us. We appreciate your business and if you need anything at all, we’re here for you!”
The 7-Day Check-In
Around a week later, check with your customer to make sure that everything went well and that they don’t need anything fixed.
Example: “Hi [customer name], just making sure the pumping service we did is working great for you. Do you have any questions or concerns?”
The 6-month Value Add
Reach out with something useful - a tip, a “how-to”, or a resource related to septic tank maintenance. This shows you care beyond the transaction and helps you stay on the top of their mind.
Example: “We just posted a guide on maintaining your septic tank - thought you might find it helpful!”
The 3-5-Year Relationship Touch
Every year, reconnect with them on a personal level. Ask about their business, share an update about your business, or offer them a reminder if it’s time to get their tank pumped.
Example: “Hey [name], it looks like it’s coming up on 4 years from the last time we pumped your septic tank. Would you like to schedule a pumping service?"
The Referral
When the time feels right (after you’ve delivered a good amount of value and the customer has a good outlook on your business), invite them to share their experience with others.
Example: “Hey [name], it was our pleasure meeting you and helping maintain your home’s septic system. If you would like to share your support, feel free to submit a review on our Google page!”
This type of follow-up helps decrease expenses, increase profit, and build a loyal customer base that will support your business for years to come.
The best part is that you don’t have to do it all manually! Software such as ServiceTitan, Jobber, and Housecall Pro offer automated follow-ups and reminders that you can set up to help your business.
I’ve made a downloadable PDF that includes the above steps, just email me at riley@septictrucks.com
If you’re needing to replace or buy a septic truck, check out our inventory here or contact us here today!
By Riley Reed