The Follow-Up Playbook

How we turn every estimate into a relationship. Record the visit, capture the personal details, and let the system follow up like someone who was actually in the room.

4personal texts
14days of nurture
5 minafter-visit routine
Why we do this

Homeowners buy from people who remember them

Anyone can send a quote. Almost nobody follows up like a human. This system is our edge: real details from the visit, delivered automatically, in Taylor's voice.

🧠

Remember everything

Spouse's name, the fishing trips, the workshop in the garage. The stuff that makes a homeowner feel known.

💬

Sound like a person

No generic drip. Every text references something real from the visit, because it was written from real notes.

🏆

Win the waiting game

Most estimates die in the "talk it over" gap. We stay present for two weeks without ever being pushy.

The routine

Five minutes in the car

Do this after every appointment. It is the entire job. The system handles the rest.

1

Record with permission

Phone voice recorder is fine. Say up front: "Mind if I record our conversation so I don't miss any details?" Always ask.

2

Log the nine fields

Open the contact in the CRM app and fill these in while it's fresh: six personalization fields plus three quote fields:

Spouse / partner nameSo every text can feel personal.
Interests & hobbiesFishing, grandkids, classic cars.
Home details & notesThe workshop, the boat, the new deck.
Personal follow-up lineOne sentence in your own words. It goes straight into the first text.
Project timelineWhen they want it done.
Why waitingTalking to spouse, thinking it over, budget.
Price quotedThe last price given.
Color choiceThe finish they leaned toward.
Square footageThe area measured.
3

Tag the contact estimate-complete

That's the trigger. The nurture starts on its own from there. Upload the recording to the prospect's Drive folder if you want it kept.

The sequence

What the homeowner receives

Four texts over two weeks, all in Taylor's voice. If they reply to any of them, the system stops and you take it from there personally.

Next morning · 9am
"Hi {first_name}, Taylor with Pegasus Surfaces. Great meeting you yesterday! {your personal line} When you've had a chance to talk it over I'm here for any questions."
Your one-line note drops in automatically. This is why step 2 matters.
Day 3
"Hi {first_name}, checking in. Any questions come up about the quote? No rush at all. - Taylor, Pegasus Surfaces"
Day 7
"Quick thought, {first_name}: road salt eats unsealed concrete every winter here in Minnesota. Happy to walk through the quote again anytime, just reply or call (651) 447-8234. - Taylor"
Day 14
"Hi {first_name}, last check-in from me. The quote stands whenever you're ready. Reply here or call (651) 447-8234 anytime. - Taylor, Pegasus Surfaces"
Soft close: no guilt, no pressure. The door stays open.
Get set up

One-time setup checklist

Every salesperson does this once before their first appointment.

CRM user account in the Pegasus subaccount, mobile app installed and logged in.

Voice recorder on your phone, tested once.

Know where the nine fields live on a contact record.

Know the consent line and the estimate-complete tag by heart.

Non-negotiables

The rules

🕘 Respect the clock

Texts go out 9am to 8pm Central only. Never earlier, never later.

👋 Say who you are

Every text identifies you and Pegasus Surfaces. No mystery messages.

🛑 Stop means stop

If a homeowner opts out, they're out immediately. No exceptions, no follow-up.

🔒 Keep it private

What homeowners tell you stays in the CRM. Never in ads, never on social, never shared.