How often should I contact past customers?
Once before each season you sell, with one follow-up to people who did not reply. More than that reads as spam.
CUSTOMER REACTIVATION
How Do You Win Back Past Lawn Care and Snow Customers?
QUICK ANSWER
The easiest customers to win are the ones who have already paid you. Before each season, contact every past customer and every unconverted quote with a short, specific message: the service, the timing and one way to say yes. Send it by text or email before demand peaks, February to April for spring cleanups and mowing, August to October for snow, then follow up once and answer every reply the same day.
Who should be on a reactivation list?
Everyone who has given you their contact details and a reason to hear from you: last season's customers who have not rebooked, one-time cleanup or aeration customers, people who asked for a quote and never booked, and customers who paused service. Remove anyone who asked not to be contacted and anyone outside your current service area.
- • Last season's recurring customers who have not renewed.
- • One-time customers: cleanups, aeration, a single snow push.
- • Quotes that never booked.
- • Summer customers with no snow contract, and snow customers with no summer service.
When should you send seasonal reactivation messages?
Send before the customer starts shopping, not when you are already busy. Spring cleanup and mowing messages belong in February to April. Snow messages belong in August to October, because most snow contracts are locked before the first storm. Fall cleanup and aeration messages go out in late summer.
| Season | Send window | What to offer |
|---|---|---|
| Spring | February to April | Spring cleanup and mowing renewal on the same day as last year |
| Fall | Late summer | Fall cleanup, aeration and leaf removal |
| Snow | August to October | Seasonal snow contract renewal and pre-sell to summer customers |
What should a reactivation message say?
Keep it to three lines: who you are, the specific service and timing, and one clear way to say yes. Use the customer's name and the service they bought before. A reply of yes should be enough to get them on the schedule.
- • Example: "Hi Sam, it's [your company]. We're booking spring cleanups now and can keep you on the same day as last year. Reply YES and we'll confirm your date."
- • One service per message.
- • A deadline only if it is real, such as the date your route fills.
Should you text, email or call past customers?
Text is the easiest to reply to, email suits longer renewals such as a snow contract with terms attached, and a phone call is worth it for your largest accounts. Identify your business in every message and stop when someone asks you to. Consent rules for texts and commercial email differ between the United States and Canada, so check the rules that apply to you before sending.
What happens when past customers reply?
Replies arrive in bursts, usually while the crew is working, and a slow answer wastes the campaign. Have someone, or something, ready to answer and book the same day. Tlezz pairs reactivation with a 24/7 AI receptionist and missed-call text-back, so replies and call-backs are answered and booked onto the calendar.
How missed-call text-back worksHow the AI booking assistant works
Does Tlezz run reactivation campaigns?
Yes. Full Route ($2,997 setup plus $597/month) includes seasonal campaigns for spring cleanup, fall cleanup and snow pre-sell (Aug–Oct), database reactivation to past customers before each season and a monthly report on jobs booked. Market Dominator ($4,500 setup plus $997/month) includes everything in Full Route.
Frequently asked questions
Should I offer a discount to win customers back?
Not by default. An early-booking deadline or a guaranteed slot on their usual day is often enough reason to reply. Save discounts for filling specific gaps in a route.
What if I do not have a customer list?
Build one from your invoices, your phone's call and text history, quote requests and your accounting software. Name, phone, email, address and last service are enough.
Can I message people who only asked for a quote?
Rules for following up on an enquiry differ by country and by how long ago the person contacted you. Check the rules that apply to you, TCPA and CAN-SPAM in the United States and CASL in Canada, and always honour opt-outs.
Which Tlezz programs include database reactivation?
Full Route ($2,997 setup plus $597/month) and Market Dominator ($4,500 setup plus $997/month).
Keep reading
- Snow removal marketingThe August to October pre-sell window in detail.
- How to build route densityWhy past customers on existing routes are the best stops to add.
- Missed-call text-backCatching the replies and call-backs a campaign produces.
- Pricing and programsFull Route includes seasonal campaigns and database reactivation.
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