Customer Retention
Your past customers are your fastest revenue. Charlotte reactivates them with perfectly-timed nudges, and Sloane keeps your whole list warm with welcome series, newsletters, and win-backs.
Charlotte
Welcome-Back Pilot
Customer Retention
Brings past customers back. Seasonal reactivation, loyalty thank-yous, and recurring-service reminders, each one written from the customer's actual history.
View Charlotte's full profileCharlotte owns the past-customer database that most service businesses forget about. Every quarter she reaches out to your eligible past customers with a personal reactivation message that references their actual last service, not a template. She also runs loyalty thank-yous for your repeat regulars and natural-recurrence reminders for trades with built-in cadence (HVAC tune-ups, dental cleanings, pest control). Charlotte never spams. She has a built-in cooldown lock so the same customer never hears from her twice in 80 days, and a max-nudges lifetime cap so loyal customers don't get burned out.
Reads each customer's history before writing
Before Charlotte drafts a single message, she pulls the contact's last service, last conversation, and tags. The result: 'Hey Tom, it's been about a year since we replaced your dishwasher. Want me to send a tech to give the kitchen a quick check before winter?' Not 'Hi {first_name}.'
Quarterly seasonal campaigns
Spring tune-ups, summer maintenance, fall prep, winter check-ins. Charlotte fires one well-timed message per quarter, customized to your trade and your customer's history. 4 campaigns a year, never more.
Loyalty thank-yous at the right milestones
When a customer hits 3, 5, or 10 jobs with you, Charlotte sends a personal thank-you with an optional reward (discount, priority slot, branded gift). The message references your actual relationship, not a generic 'Thanks for being a customer.'
Natural-recurrence reminders
For trades with built-in cadence (HVAC annual tune-up, dental 6-month cleaning, pest control quarterly), Charlotte tracks when the next service is due and sends the reminder at the right moment. She suggests a calendar slot, not just 'time for your tune-up.'
Built-in 80-day cooldown
The same customer never hears from Charlotte twice in 80 days. She tracks last_nudged_at in a custom field. If a campaign would violate the cooldown, she skips that contact silently.
Lifetime cap so loyal customers aren't spammed
Charlotte caps at 8 lifetime nudges per contact (configurable). Once a contact's been nudged 8 times, she stops reaching out unless they opt back in. Your best customers don't get burned out.
Sloane
Cabin Mail
Email Marketer
Runs your email channel end-to-end. 5-step welcome series for every new lead, a monthly newsletter tuned to your trade, and win-back sequences for subscribers gone quiet.
View Sloane's full profileSloane owns the email channel that most service businesses neglect. Every new lead gets a 5-email welcome series over 3 weeks, written fresh for your trade and brand voice. Once a month, Sloane drafts a newsletter tuned to your business (seasonal services, recent jobs, a local angle) and sends to your engaged segment. When a subscriber hasn't opened anything in 90 days, Sloane runs a 2-email win-back. She tracks engagement scores so you always know who's actually reading and who's a ghost.
5-email welcome series for every new lead
Day 0 (intro), Day 2 (proof + reviews), Day 5 (educational about your trade), Day 10 (case study), Day 21 (booking offer). Each email is written fresh for the lead's source + your brand voice, not pulled from a template library.
Monthly newsletter tuned to your business
On the 1st of every month at 9 AM local, Sloane drafts a newsletter that references your real recent jobs, the current season, and 1-2 educational topics relevant to your trade. She sends to your engaged segment only, so unengaged subscribers don't drag your sender reputation down.
Win-back sequences for ghost subscribers
When a subscriber hasn't opened or clicked anything in 90 days, Sloane fires a 2-email win-back. Email 1 is a 'we miss you' with a soft re-engagement ask. Email 2 (5 days later if no open) is the final 'we'll stop emailing unless you say' opt-out preserver.
Engagement scoring that actually means something
Sloane tracks opens, clicks, and replies and rolls them into an engagement_score that updates daily. You can see at a glance who your 100 best subscribers are, and Sloane uses that score to segment future sends so you're not blasting unengaged contacts.
Brand voice tuned to your past emails
During setup you hand Sloane 3 to 5 past emails you wrote and liked (or you're starting fresh and she'll match your overall brand tone from your other materials). Every email she writes goes through that voice filter.
Honors every unsubscribe, hard
When someone unsubscribes, Sloane tags them suppressed, removes them from every active sequence, and never sends to them again. The honor is permanent and cross-channel (Charlotte and other Wingmen also respect the tag).
Customer Retention is one of six areas your crew covers. Get started.
If your wingman doesn't book you 3 jobs in 14 days, we'll cancel for you personally.