A fully configured past-customer reactivation agent, connected to your customer database, with seasonal triggers for panel upgrades, EV charger inquiries, and warranty milestones, running quarterly touches in your shop’s voice, running in under 7 days.
The Reactivate pillar runs the past-customer system most small shops never build. Every quarter, the agent looks at your past-customer list and selects targets based on reason fit: pre-1973 home with aluminum wiring gets the inspection pitch; homeowner who upgraded panel three years ago gets the EV charger pitch; homeowner with a generator gets the annual service reminder; homeowner whose rewire is approaching the 5-year warranty anniversary gets the check-in.
Reason-anchored, not blast-style.
Picks the right reason for each past customer based on home year built, prior job type, panel state, and time since last contact. Sends one SMS per quarter per past customer (configurable). Five-beat structure with the reason as the anchor.
1-year (generator service, EV charger cable inspection), 2-year (panel inspection), 5-year (rewire check). Reuses the reactivation rails with a different reason. Industry research suggests 10-20% of past customers book the annual inspection and 30% of those become incremental upsells.
The lens-recommended timing (review recency over volume per Whitespark 2025) is 24 hours not 72. Sends one polite SMS asking for a Google review with the direct review link. Tracks responses; logs to the FSM.
Triggered after a 5-star review posts. Double-sided reward (standard $50 referrer credit, $50 first-job discount for the referred homeowner). Generates unique referral codes per past customer. Tracks referrals back to attribution and processes reward payouts (Tremendous API for gift cards). Industry research suggests referrals close at 50-65% vs Google Ads at 18-24%; most shops have zero formal program.
Monitors Google, Yelp, Angi, BBB, NextDoor, Facebook reviews via API or scrape (platform-dependent). 5-star reviews get an auto-published 4-beat thank-you in the shop’s voice within 30 minutes of posting. 1-3 star reviews get a draft response queued for owner approval within 1 hour. Never auto-publishes anything below 5 stars. Never argues. Never exposes customer phone or email in public response.
Weekly post draft for owner approval (offer, recent-job update, or educational format on rotation). Q&A response drafts for owner approval. Photo refresh recommendations every 2-4 weeks. Quarterly NAP citation audit (40+ directory check for name/address/phone consistency). GBP Q&A migration to FAQ schema as Google deprecates Q&A (December 2025 to early 2026).
Two real-spec samples. Review request 24 hours post-job, and the post-5-star referral. Voice locked to the shop, not to us.
Hey Sarah, Pilsen Electric. Thanks for going with us on the Tesla Wall Connector install. Wrapped it up yesterday and the install looked clean.
If you have 30 seconds, a Google review goes a long way for a small shop like ours:
https://g.page/pilsen-electric/review
If anything wasn’t right, just text back and we’ll make it right.
Thanks, Pilsen Electric
Hey Sarah, Pilsen Electric. Saw your review yesterday, really appreciate it.
If you happen to know anyone planning electrical work, we run a $50/$50 referral, $50 to you when they book a job, $50 off their first job.
Your code is SARAH-ECHO. They can mention it at booking, or you can just text us their name and we’ll connect.
No pressure either way. Just figured you’d appreciate knowing it’s there.
Thanks, Pilsen Electric
Reactivate touches more systems than Capture or Recover because the past-customer surface is wider. Five integration targets.
FSM-native or CSV-imported
OAuth access for posting and Q&A
Yelp, Angi, BBB, NextDoor, Facebook (API or scrape, platform-dependent)
owner approval queues on 1-3 star drafts and weekly GBP posts
(or similar) for referral reward payouts
Your Reactivate agent is live in your shop in 7 days for the past-customer outreach and warranty triggers. The GBP manager and reputation response drafter add 2-3 days of additional configuration (OAuth handshake, review-platform API setup) and are typically live by day 10.
There are several versions of "past-customer marketing." This is none of them.
This is a managed agent that knows your past customers by name, picks the right reason for each touch based on their home and their past job, runs quarterly outreach without your office manager touching it, drafts every public-facing response in your voice, and queues anything sensitive for your one-tap approval.
The reactivation system that pays for the Managed tier within 90 days for most 5-10 person shops.
