Is this template free?
Yes. Three documents and three sheets download as Word and CSV files with no signup and no credit card. Edit with AI is the optional path where the agent computes the intervals from your own customer history. The rest of the library is at the template index.
What format are the downloaded files?
Word documents (.docx) for the Referral Programme, Request Templates and Follow-up Cadence, and CSV (.csv) for the Customer Register, Referral Source Analysis and Reactivation List. They open natively in Word, Pages, Google Docs, Excel, Numbers and Sheets.
How many past visits does a customer need before this works?
At least two completed jobs on the same recurring service line, so a median interval exists to measure against. A customer with only one job, or a one-time service like a single installation, is excluded from reactivation and treated as a referral-request candidate instead.
Why not just flag everyone who has not booked in 90 days?
Because 90 days means something different to every service line. At Thistlewood, a biweekly customer 41 days out is already 1.93 cycles overdue and urgent, while a quarterly customer 95 days out is barely past due. A flat 90-day rule gets both of those backward.
Does the referral incentive apply to every referral?
Only once the referred customer's first job is completed and paid. A name passed along that never converts to a booking earns no credit, which keeps the incentive tied to revenue rather than to a lead count that never turns into a job.
Can this replace a CRM's built-in win-back automation?
Most CRM win-back triggers fire on a single flat day count for every contact. This pack computes the interval per customer per service line first, so if your CRM can be configured with a per-segment trigger, the numbers here are what to configure it with.
Customer Register