How Fast Are You Following Up On Estimates?

SMS is a results-first platform for customer communication.

Don’t believe me? This recent study found that text-focused follow-up campaigns are some of the best performing in regard to response rate.

It makes perfect sense to me. No matter if it’s smart or dumb, just about everyone has a phone that gets texts.

The ability to drop a message to a potential or current customer in under 200 characters holds a lot of power. And if you’re sending them en masse?

If you’re not doing everything you can to push follow-ups then you’re definitely leaving money on the table.

Let’s talk about the power of follow-up campaigns and why you want to keep that line of communication open.

• The most successful SMS campaigns are concise and clear
• A well-executed SMS blast can lead to a surge in calls, even off-season

Staying In Touch Via SMS

Let’s go back to that study we talked about, looking at the impact of SMS and follow-up campaigns in HVAC.

Hatch looked at 163,000 HVAC estimate follow-up campaigns and found some interesting numbers.

The average response rate for these campaigns was a solid 60%, but the best-performing campaigns achieved a staggering 90.06% response rate.

These numbers make it clear that SMS isn’t just a secondary communication tool—it’s a lead-generation powerhouse when executed well.

The best-performing campaigns shared some data.

They featured a combination of 7 messages—including 5 texts and 2 emails—sent over 7 days, with strategically placed pauses to avoid overwhelming recipients.

The simple yet powerful approach of asking a customer, "Do you have any questions?" shows that effective SMS campaigns don’t need to be complex.

They just need to be well-targeted. Anyone can do that.

It’s that easy.

I think some companies may overthink it, or mistake the intent for a cold pitch. You’re not trying to trick the customer into a link or keep them reading.

SMS lets you be clear and direct. This is especially useful with past customers and selling new specials or letting them know about upcoming seasonal shifts.

2. Keep Who You Recruit

For call centers, SMS isn’t just about reaching customers—it’s about driving immediate action. Call centers using SMS have reported hundreds of additional calls per week.

Yes, per week. That’s huge.

At Wilson, for example, we’ve seen how a single well-timed SMS blast can transform a slow day into a fully booked schedule within hours.

In the past, we’ve sent an SMS to customers reminding them of due services, and within three hours, we received 15 calls; five of which converted into booked jobs.

The immediacy and directness of SMS allow businesses to tap into a responsive audience quickly, making it an ideal tool for last-minute promotions or to fill gaps in the schedule.

It’s something that Sam Preston, CEO of Service Scalers has talked about over on the blog:

Sometimes you just need a way to generate leads, so go with a path of least resistance.

The best part? This all happens without the long wait times associated with other marketing tactics like postcards or email campaigns.

I love instant gratification.

SMS is not just a tool for quick reminders—it's a channel that enhances customer engagement and fills your schedule faster than many other marketing methods.

Don’t sleep on it, or your customers may sleep on you.

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