Your past customers still want to hear from you. They just need a reason.
Email + SMS automation that re-engages your customer list, drives repeat work, and nurtures new leads to a booking. Content built with your voice, sent with your branding, on a calendar tuned to your seasonality. CAN-SPAM and TCPA compliant.
01 — THE OPPORTUNITY
Why a dormant list is worth waking up.
Most small businesses have an email list they've never really used. The people on it already know you and already bought from you — that's the cheapest audience you'll ever talk to.
02 — WHAT'S BROKEN
Why your customer list is your most undervalued asset.
You spent $400+ acquiring each customer. Then you stopped talking to them. Six months later they hire your competitor for the same service because that's who emailed.
Your list is collecting dust
1,200 customers from 2020–2025 sitting in QuickBooks, Jobber, or a spreadsheet. Last email: "Holiday Hours 2022."
DIY email feels icky
You don't want to spam. So you don't send. So they forget you. So they hire the next vendor who emails.
Inbox-deliverability hell
If you blast a year-old list with no warm-up, Gmail and Outlook flag you as spam. Your future emails — including legit ones — never land.
TCPA violations cost $500–$1,500/text
SMS rules are strict. Wrong consent, wrong opt-out language, wrong sending hours = real lawsuits. Most DIY setups violate without realizing.
03 — THE STACK
What's in the email + SMS engine.
Content calendar
Quarterly calendar tuned to your seasonality. Home services: spring tune-ups, fall winterizing, holiday safety. Restaurants: weekly. Dental: 6-month recall.
Segmentation
Past customer vs. lead vs. one-time vs. recurring. Different cadence and content per segment — no one-message-to-all blasts.
A/B testing
Subject line + send time + offer A/B on every send. We learn what your specific list responds to and tune accordingly.
SMS for time-sensitive
Reminders, last-minute openings, weather-dependent service alerts. Texts get read fast, so they're built for the things that can't wait.
List hygiene + deliverability
Bounce handling, suppression management, warm-up for re-engagement. We work to keep your mail landing in the inbox on Gmail, Outlook, and Apple Mail.
Compliance built-in
CAN-SPAM footer + valid physical address. TCPA consent tracking. STOP/HELP keyword handling. Quiet hours by ZIP code timezone.
04 — HOW IT WORKS
From signed to first send in 14 days.
List ingest + clean
Pull from QuickBooks, Jobber, HCP, ServiceTitan, Square, etc. Dedupe, append missing fields, scrub bounced/invalid.
Content + design
First quarter content calendar drafted. Branded templates. You approve every email + every SMS template before any send.
Warm-up + compliance
Sender reputation warm-up if list is cold. CAN-SPAM/TCPA double-check. Quiet hours, opt-out flow, segmentation rules.
First send + monitor
Reactivation campaign goes out in waves. We watch deliverability, open rates, replies, and book-rate live.
05 — THE DETAILS
Why repeat-customer revenue is the cheapest growth you have.
Acquiring a new customer in MA local services costs $90–$340 in marketing. Re-engaging an existing customer through email costs about $0.04 per send. The math is so lopsided that re-engaging customers you already have is almost always cheaper than buying new ones.
The reason most small businesses don't run nurture is psychological, not economic. Owners feel awkward emailing customers "for nothing." The fix is content that actually helps — seasonal reminders, tips relevant to the service the customer bought, a heads-up about a price-saving window. "For nothing" emails feel spammy because they are; "here's the spring HVAC tune-up window before prices go up" emails feel like service.
Compliance is a feature
TCPA fines run $500–$1,500 per text. We track consent, enforce opt-out, respect quiet hours, and audit your list at setup. The free DIY tools don't.
Test, don't guess
Subject lines, send times, offers, CTA copy — all A/B tested on every send. After 8 weeks we know what your list responds to.
Pricing model
Part of our Smart Website & Marketing Package at $500/mo (a 12-month agreement). SMS volume is a per-segment carrier cost (~$0.0075 each). We confirm the exact scope at your free audit.
SMS rules: don't get sued
TCPA violations are real, painful, and easy to commit. We track consent date and source for every contact, enforce STOP/HELP keyword compliance, respect quiet hours by recipient timezone, and never send marketing SMS without prior express written consent. Setup includes a compliance audit on your existing list — usually flagging 5–15% of contacts that need re-permission.
Built to keep you legal
- Opt-in consent captured
- One-tap opt-out honored
- Quiet hours respected
TCPA-aware sending, set up for your state
Where this fits with everything else
Email + SMS is the back half of the lead-and-keep flow. Chatbot + booking capture the lead. Reviews close the trust loop. Email + SMS bring them back. Wire all four together in the CRM pipeline and you've replaced four disconnected tools with one customer journey.
06 — FAQ
Common email + SMS questions.
Not if the content is useful. Seasonal reminders, service-anniversary checkups, weather-driven tips — these read as service, not pitch. The cadence (one email/month + occasional time-sensitive SMS) is also tuned to feel helpful, not pushy.
Built-in. CAN-SPAM footer + valid physical address on every email. TCPA consent date + source tracked per contact. STOP/HELP keywords enforced. Quiet hours by recipient timezone. Setup audit flags any contacts needing re-permission.
Yes, with a warm-up. We start with the most recently active 20% of the list, build sender reputation over 4–6 weeks, then expand. Cold-blasting old lists nukes deliverability — we don't do that.
Yes — Mailchimp, Klaviyo, ActiveCampaign, HubSpot, ConvertKit, Sendgrid, Twilio for SMS. Or we set up the stack from scratch (typically Klaviyo or HubSpot for the right size).
It's part of our Smart Website & Marketing Package at $500/mo (a 12-month agreement) — we confirm the exact scope at your free audit. SMS adds a per-segment carrier cost (~$0.0075 each).
The reactivation campaign usually moves first since it works your existing list. Nurture sequences build over time, so you get a clearer read on full ROI after a few months of consistent sending.
07 — RELATED
Pair email + SMS with...
CRM Pipeline
The CRM is the source of truth — segmentation, lifecycle stage, last service date all flow into the email logic.
Explore CRM NurtureReview Automation
Reviews are the trust layer; email + SMS is the relationship layer. Both run off the same job-completion trigger.
Explore Reviews CaptureOnline Booking
Every email + SMS includes a one-tap booking link. "Click here to book your spring tune-up" beats "call us to schedule."
Explore Booking
Free list-health audit
Find out exactly how much revenue is sitting in your customer list.
Free 20-minute audit: list size, recency, deliverability score, estimated reactivation revenue at typical conversion rates. Plus a 1-page action plan.