How do you automate the first steps with a new customer?
Many steps between a customer saying yes and the first visit can run by themselves: a welcome message that says what happens next, a short intake form, the agreement sent for signature, a booking link, a deposit invoice if you take one, and reminders. Keep a person on the first call and on anything that needs judgment, send texts or automated calls only with the person's consent, and test every step as a customer would.
The steps that can run on their own
| Step | What it does | Worth checking |
|---|---|---|
| Welcome message | Goes out when the customer says yes; says what happens next, in order, and who to contact | Does it arrive the same day, from an address people recognize? |
| Intake form | Asks only for what you need to start | Do the answers land in the customer's record, with the source? |
| Agreement | Is sent for signature | Is the signed copy saved where you can find it? |
| Booking link | Lets the customer pick a time for the first visit | Does the visit appear on your calendar? |
| Deposit invoice | Only if you take one; sent once the agreement is signed | Does a paid deposit show as paid? |
| Reminders | Go out before the visit and for anything still missing | Do they stop once the step is done? |
Where each step is covered
The related answer on electronic signatures covers whether a signature is legally binding and what to keep. The related answer on following a job from quote to invoice covers keeping one record as a job moves on. The related answer on online booking or scheduling software compares a booking page with crew scheduling, and the related answer on sending invoices and reminders automatically covers deposit requests and reminders.
What a person should still do
As general advice, keep these with a person:
- The first call or visit, which lets you hear what the form missed.
- Reading the intake answers before anything else is sent. Anything unusual or unclear goes to a person.
- Anything that needs judgment: a change to the agreement, an unusual job, a customer who seems unsure.
- Replies. If the customer answers the welcome message, answer by hand. The related answer on drip campaigns covers welcome sequences and stopping them when someone replies.
Texts and calls: consent first
Text or call a new customer only with the person's consent; the related answer on texting a new lead covers consent and stop requests. This is general advice, not legal advice.
Test it as the customer
- Put a test customer through the whole sequence with your own email address and phone.
- Check that the welcome message arrives and does not land in spam.
- Fill in the form and look for the answers in the record.
- Sign, book and, if you take a deposit, pay it, then check each result.
- Each week, look for customers who said yes and stopped partway; that shows which step fails, and the test is worth repeating after any change.
Related answers
- Are electronic signatures legally binding for a small business?
- How do you follow a job from quote to invoice, and do you need job management software?
- Online booking or scheduling software: which does a service business need?
- How can a small business send invoices and payment reminders automatically?
- Can you text a new lead or a past customer, and what consent do you need?
- What is a drip campaign, and does a small service business need one?
Business systems and integrations
Many businesses already pay for the right tools. They just do not talk to each other, so details get typed twice and things fall through. We set them up properly and connect them.