Customer Journey SOP
Design every touchpoint before, during, and after the job so customers come back and pay premium prices
Customer Journey SOP
SOPWhat is inside
What you will get
The 18-touchpoint journey map across three phases (before, during, after) with the specific tools and scripts at each step
The pre-arrival tech photo and bio text, the behavioral-science mindset-priming prompt, and the GPS ETA that turns waiting into trust
The 8-step sales process used by top franchises, including step 8 ("sell it right") that saves techs hours on unpaid callbacks
The in-field upsell button principle and the rule on when service agreements get sold (CSR, not tech)
The full 30/60/90-day follow-up sequence with the texts one lawn care operator used to generate $30,000 in a single month
The handwritten thank-you note method and the CNC-machine implementation that automates it at scale
The technician scorecard (close rate, average ticket, five-star reviews, callbacks, attach rate, referrals) that makes the journey self-reinforcing
Is this for you?
This is for you if...
Operators who close the sale and then go silent, who run great jobs and still lose customers to the next contractor's mailer, and who know "customer experience" matters but cannot point to the SOPs that produce it. Any trade where the technician walks into the home.
After reading
What you will be able to do
01
Build a pre-arrival sequence customers feel before the doorbell rings
02
Standardize the doorstep introduction and the warranty conversation
03
Install the 30/60/90 day follow-up that produces the second sale without ad spend
04
Tie technician pay to the touchpoints that justify your price premium
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