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Automations & Follow-up

Some follow-up is an email.
Some of it is a two-hour drive.

A radon monitor does not collect itself. The things your office is currently holding in somebody’s head are the jobs, not just the messages, and both come off the same inspection.

Book a demoWhat a service sets in motion

Radon monitor pickupCreated by Radon Test

Schedules
3 days after the inspection
Lands on
Thu 16 Oct, 8:30 AM
Goes to
Hannah Reed
Where
412 Ridgeway Dr
Pays
$30.00

Nobody put this on the calendar.

What one service sets in motion

Somebody added a radon test at booking. Three things follow from that, and only one of them is a message.

  • A job

    Radon monitor pickup, 3 days later

    It is on Hannah Reed's day at Thu 16 Oct, 8:30 AM, at the same address, without anybody putting it there.

    See it on the board

  • A payment

    $30.00 to whoever does it

    Work the original sale did not contain is still work, so it is paid like work rather than remembered like a favour.

    How the pay is worked out

  • A message

    The client is told, once

    Sent because the record changed, to the people on the job, using your own wording.

The part worth noticing is the first one. A reminder to collect the monitor and an appointment that already exists are not the same thing.

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The messages, and what decides them

A message goes out because the record changed, not because a date arrived. What it checks before sending is the same set of facts the rest of your job runs on.

  1. When

    Something happens on the job

    • Inspection created
    • Rescheduled
    • Cancelled
    • Agreement
    • Payment or invoice
    • Report
    • Quote

  2. Only if

    The record says so

    • Agreement status
    • Invoice status
    • Report status
    • Contact tags
    • Invoice amount
    • Invoice due date

  3. Send

    Somebody a message you wrote

    • The client
    • The buyer's agent
    • The listing agent
    • Your own team

  4. At

    A time you choose

    • Straight away
    • A set number of days later
    • Two years later

Email and text are both channels here. What we will and will not say about texting is in the last section, and it is short.

The wording is yours

Written once, per moment and per person. The note that goes to a buyer’s agent when a job is booked is not the note that goes to the listing agent whose seller is about to have somebody in their house, and neither is the one the client gets.

Your company already has a standard for how it talks to people. This is where it lives instead of in somebody’s sent items.

  • Reminder of inspectionThe client
  • Initial confirmation for buyer's agentThe buyer's agent
  • An inspection has been scheduled for your listingThe listing agent
  • Radon has been requestedThe client
  • Two year follow-upA client you have not heard from

Nothing happens invisibly

The objection to any of this is that work disappears into it and the office finds out later. So everything that ran is on the job with a time against it, and everything that needs a person is sitting there saying so.

An exception is not a failure. It is the part you were always going to want to look at yourself.

  • Radon monitor pickup scheduledHannah ReedToday, 9:14 AMDone
  • Radon has been requestedErin SalasToday, 9:14 AMSent
  • An inspection has been scheduled for your listingThe listing agentToday, 9:14 AMSent
  • Reminder of inspectionErin SalasSun 12 Oct, 8:00 AMWaiting on a person
  • Refund on a cancelled jobRenee AlvarezNeeds a personWaiting on a person

Common questions

  • What happens if the client reschedules?

    The follow-up moves with the job. The pickup is 3 days after the inspection rather than a date somebody typed, so a new inspection date gives a new pickup date without anybody redoing it.

  • Can a follow-up visit be cancelled on its own?

    Worth walking through on the call. How an event behaves independently of its inspection is the kind of thing that differs by how your office works, and we would rather show you than describe it here.

  • Who gets paid for a return visit?

    Whoever does it, at the amount set on the service. On this job that is $30.00, and it lands on the same pay period as the inspection itself.

  • Can messages be stopped for one job?

    The situation everybody has, where a client should not get the usual sequence, is worth bringing to the call with the specifics. What is on the record decides what sends, so the answer is usually about the record.

  • What does a person see before something goes out?

    The rule, the message and who it is going to, on the job it belongs to. After it sends, the same place shows that it did and when.

  • Can follow-up differ by service?

    Yes, and that is where it starts. The pickup exists because a radon test was added to 412 Ridgeway Dr. A job without that service never creates it.

Bring us the thing people forget

The pickup, the re-inspection, the call somebody was supposed to make in March. If it currently lives in one person’s head or on a whiteboard, that is the one we want to see.

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