Running a home service business gets expensive when customers remember every competitor but forget you. You can serve them for years, only to lose the big job because someone else communicated with them more often.
In our conversation, Jason Kerby shared how he cared for customers through every tune up, yet when it came time to replace a system, they bought from someone in a big box store. That moment showed him how much money Sneaky Leaky grabs when the relationship with customers is weak. This episode takes you step by step through what it takes to stay connected so you can protect the revenue you work so hard to earn.
What You’ll Learn…
- How a strong relationship with customers protects you from losing high-value work
- Why missed calls weaken your relationship with customers and create expensive leaks
- How consistent communication builds trust and keeps your name top of mind
- Simple ways to educate customers about the services you already offer
- How AI supports your team in staying connected
- What steady touch points can do for long-term retention
Key Moments…
[04:15] Why Customers Drift To Competitors
[08:40] Losing Replacement Jobs After Years Of Service
[13:10] Customers Forgetting What Services You Offer
[17:55] The Cost Of Missed Calls And Slow Responses
[22:30] How AI Created Consistent Communication
[26:45] Direct Mail Strategy That Kept Customers Engaged
[31:20] Final Lessons On Staying Top Of Mind
Why Customers Drift To Competitors
Customers drift when weeks or months pass with no contact from the company they once trusted. Jason learned this firsthand when customers chose big box stores simply because those names stayed in front of them more often. A quiet stretch is all Sneaky Leaky needs to step in and take away the work you thought would come back to you. When you maintain a steady rhythm of communication, you strengthen your relationship with customers in a natural and friendly way. These small touch points help customers remember who cared for them last time and who they want to call again.
Losing Replacement Jobs After Years Of Service
Serving a customer for years does not guarantee you will be the one they call when the big job comes around. Jason talked about how painful it was to discover that a customer he had nurtured for half a decade replaced their entire system without even reaching out. This happens because memory fades and someone else reached them at the right moment. You can prevent this by staying present and reminding people you are ready to help when they need something significant. A simple plan that supports your relationship with customers protects the revenue you expect to return.
Customers Forgetting What Services You Offer
Jason was surprised when customers said they wished he had offered work he had provided all along. They simply did not know because no one mentioned it after the first visit. Most homeowners think you only handle the item you touched the last time they saw you. Regular communication teaches people what problems you can solve without overwhelming them. When your relationship with customers includes clear and friendly reminders, they call you for a wider range of work.
The Cost Of Missed Calls And Slow Responses
Missing a call can cost far more than the price of answering it. Jason explained how customers immediately moved to the next company when his team could not pick up during peak times. That lost call represents lost marketing dollars, lost trust, and lost opportunity. Customers want help quickly, and they value the business that responds in the moment. Building a stronger relationship with customers starts with simply being reachable when they need you most.
How AI Created Consistent Communication
Jason shared how his AI system began answering calls with the same tone and attitude every time. This gave customers a calm, steady experience even during busy seasons. It allowed his team to focus on follow up instead of scrambling to catch every incoming ring. The consistency alone protected thousands of dollars in leads that once slipped away. When your relationship with customers is supported with reliable tools, you stay connected far more often.
Direct Mail Strategy That Kept Customers Engaged
Jason shifted from sending coupons to sending helpful items like recipe cards and financial tips. People actually enjoyed receiving these pieces because they felt useful and personal. Over time, these small touches made his company the one customers thought of first. It showed them he cared about more than transactions. This kind of steady value strengthens your relationship with customers in a way that lasts.
Final Lessons On Staying Top Of Mind
Jason realized that the businesses’ customers remember are the ones that stay present throughout the year. Trust is built in small moments, not just during service calls. A reminder, a friendly note, or a helpful idea can be enough to bring someone back. Sneaky Leaky thrives when months go by with no communication at all. Protecting your relationship with customers is what keeps your business steady and strong.
About Jason
Jason Kerby is a blue-collar entrepreneur turned tech innovator. He built, scaled, and sold J&J Services, a top-rated home-service company in Northern California, before founding Servestra, a company built by service pros, for service pros. Servestra helps home service businesses stop losing money on missed calls, untracked leads, and disconnected communication by putting AI-powered call handling and real-time data at their fingertips.
Connect With Jason Kerby:
Visit Jason’s Website
Connect with Servestra on LinkedIn
Follow Servestra on Facebook
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Diane’s Resources:
Profit Impact Call: https://taxcoach4you.com/profitimpactcall
Profit First Method: https://taxcoach4you.com/profit-first
15 Profit Leaks eBook: https://profitcoach4you.com/profitleaks
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