When should I follow up with a customer after a repair?

Follow up at five touchpoints: thank-you with review ask on day 0, a check-in at day 7, a seasonal reminder at day 90, a referral ask after any positive review, and a win-back message at 6-12 months.

How do I get repeat customers at my repair shop?

Stay in touch after the repair. Send a 7-day check-in, seasonal reminders at 90 days, and win-back messages to lapsed customers. Roughly 80% of revenue comes from 20% of customers.

After the Repair: 5 Follow-Up Messages That Win Repeat Customers

By FixyFlow TeamFebruary 28, 20264 min read

Why the repair is only half the job

Most repair shops think the job ends when the customer picks up their device. It doesn't. The pickup is the halfway point — and what you do after determines whether they come back.

Roughly 80% of your revenue comes from 20% of your customers. The difference between a one-time customer and a regular? Usually just a text or two.

Message 1: Thank you + review ask (day 0)

When to send: Same day as pickup, 2–4 hours after they leave.

Hi [Name], thanks for choosing [Shop Name]! We hope your [device] is working great. If you have a minute, a Google review really helps our small business: [review link]. Thanks again!

This is the highest-conversion moment for a review ask. For more, check our complete guide to asking for reviews.

Message 2: “How's it working?” check-in (day 7)

Hi [Name], just checking in — how's your [device] working since the repair? If anything seems off, bring it by and we'll take a look. – [Your Name] at [Shop Name]

This shows you care beyond the transaction, catches warranty issues early, and deepens the positive impression. Almost nobody does this, which is exactly why it works.

Message 3: Seasonal reminder (day 90)

Hi [Name], it's [Your Name] from [Shop Name]. Quick tip: [seasonal advice]. If your [device] needs anything, we're here. Reply to book an appointment!

After 90 days, you're fading from memory. This brings you back. By tying it to something seasonal, it feels helpful instead of promotional.

Message 4: Referral ask (after a positive review)

Hi [Name], thank you for the kind review! If you know anyone who needs [repair type], we'd love the referral. Thanks for supporting a local business!

Someone who just left a 5-star review is your biggest fan right now. Consider pairing this with a referral incentive.

Message 5: Win-back for lapsed customers (6+ months)

Hi [Name], it's been a while! Just wanted you to know [Shop Name] is still here for any repairs you need. Hope all is well!

Customers don't stop coming back because they're unhappy — they stop because they forget about you. This reactivates 5–15% of lapsed customers.

For more templates, see our SMS templates for service businesses.

Automate the follow-up so you never forget

These messages work. But only if you actually send them. FixyFlow automates the thank-you message and review ask as part of your job completion workflow. No extra steps, no forgetting. Plans start at $15/month.

The repair is only half the job. The follow-up is where the real money is.