The Importance of Following Up After a Project

Why Following Up After a Project Matters More Than You Think

In the fast-paced world of construction, remodeling, landscaping, and other relationship-based industries, most business owners focus on landing the next job. But what separates good companies from great ones isn’t just the work they do; it’s how they follow up after the work is done.

According to research by Bain & Company, 60–80% of customers who describe themselves as “satisfied” still do not go back to the same company. Why? Because the relationship ends when the project ends. That’s where a strategic follow-up process becomes a powerful tool for long-term growth.

In this post, we’ll break down why post-project follow-ups are essential, how they increase referrals, reviews, and retention, and how to automate this step with help from Building Raving Fans.

What Happens When You Don’t Follow Up

You might think, “If the client is happy, they’ll call again.” But in reality:

• Clients forget quickly. Out of sight, out of mind.

• Competitors stay visible. Your client will hear from other service providers.

• Referrals stall. Without a reminder, they won’t think to share your name.

• No feedback = no improvement. You miss out on insights that could grow your business.

Following up gives you a second chance to leave a lasting impression, not as a contractor, but as a partner.

Benefits of Post-Project Follow-Ups

1. Strengthens Trust & Retention

A simple check-in call, email, or handwritten card makes clients feel cared for, not just sold to. That deepens trust, a topic we explored in 'Building Trust Through Customer Appreciation'.

💡 Bonus Tip: Use our automated gifting and appreciation programs to send a thank-you gift or card after the project wraps. It’s effortless for you and unforgettable for the client.

2. Encourages Referrals

Clients refer businesses that leave a lasting emotional impression, not just a completed task. A follow-up gives you the perfect window to ask, “Is there anyone you know who could use our help?”

Better yet, make it seamless by including a Scan-to-Review card they can use to share a testimonial or forward to a friend.

3. Captures 5-Star Reviews (Without Begging)

Did you know that customers are 2x more likely to leave a review when they receive a personalized thank-you or follow-up message? With our Raving Fans Reviews platform, you can automatically send requests with smart links, timing, and branding, no awkward begging involved.

4. Fixes Problems Before They Go Public

Unhappy clients don’t always speak up… until they leave a negative review. Following up gives them a safe place to share concerns privately, before it becomes a public issue.

5. Keeps You Top of Mind for Future Work

Just because the deck is built or an installation is made doesn’t mean your job is done forever. Long-term nurture email campaigns help you stay connected and relevant without constant outreach.

Think birthday emails, seasonal maintenance reminders, or helpful homeowner tips. These touches build long-term relationships that bring clients back again and again.

4 Ways to Follow Up That Work

✅ 1. Send a Personalized Thank-You

Whether it’s a handwritten card or a heartfelt email, personalized thanks go a long way. You can even automate this with our gifting platform to save time while still making it personal.

✅ 2. Use a Post-Project Feedback Survey

Ask 2–3 short questions like:

• How was your experience working with us?

• What could we do better next time?

• Would you recommend us to others?

✅ 3. Share a Scan-to-Review Card

Make it easy for clients to leave a Google review with one scan. These cards look sleek, feel high-tech, and remove all friction from the process.

✅ 4. Set Up an Email Nurture Campaign

Stay top-of-mind throughout the year with value-based email touchpoints. You can automate check-ins, reviews, referral asks, and even seasonal tips.