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Retain · follow-up and reviews

Every lead followed up, every customer kept.

Retain follows up on every enquiry and quote until they decide, reminds people before they forget, keeps customers posted, and asks for the review when the job’s done. Then it answers the review.

Sets the examples across this page.

  1. Priya S. Wants a quoteBathroom refit2-bed condoRear brakesCar accidentRetirement planHome insuranceYear-end accountsCatering for 40Bulk orderColour correction500 brackets NewNewNewNewNewNewNewNewNewNewNewNewQuote sentEstimate sentShowing heldEstimate sentConsult heldFirst meetingQuote sentProposal sentProposal sentQuote sentConsult heldQuote sentTextedTextedTextedTextedTextedTextedTextedTextedTextedTextedTextedTextedRepliedRepliedRepliedRepliedRepliedRepliedRepliedRepliedRepliedRepliedRepliedRepliedBookedJob bookedOffer madeBooked inRetainer signedEngagement signedPolicy boundEngagement signedEvent confirmedOrder placedBookedPO received
  2. Marc D. A first appointmentNew furnaceValuationTiming beltLease disputeMortgageAuto, two driversBookkeepingParty of 12Special orderTreatment packagePrototype run NewNewNewNewNewNewNewNewNewNewNewNewQuote sentEstimate sentShowing heldEstimate sentConsult heldFirst meetingQuote sentProposal sentProposal sentQuote sentConsult heldQuote sentTextedTextedTextedTextedTextedTextedTextedTextedTextedTextedTextedTextedCalledCalledCalledCalledCalledCalledCalledCalledCalledCalledCalledCalledRepliedRepliedRepliedRepliedRepliedRepliedRepliedRepliedRepliedRepliedRepliedRepliedBookedJob bookedOffer madeBooked inRetainer signedEngagement signedPolicy boundEngagement signedEvent confirmedOrder placedBookedPO received
  3. Joy T. Comparing pricesDeck repairFamily homeNew tiresWill and estateTax planningBusiness liabilityTax returnOffice lunchCustom itemBridal partyAnnual supply NewNewNewNewNewNewNewNewNewNewNewNewQuote sentEstimate sentShowing heldEstimate sentConsult heldFirst meetingQuote sentProposal sentProposal sentQuote sentConsult heldQuote sentTextedTextedTextedTextedTextedTextedTextedTextedTextedTextedTextedTextedRepliedRepliedRepliedRepliedRepliedRepliedRepliedRepliedRepliedRepliedRepliedRepliedBack in MarchBack in MarchBack in MarchBack in MarchBack in MarchBack in MarchBack in MarchBack in MarchBack in MarchBack in MarchBack in MarchBack in March
  4. Ken W. A follow-up visitWater softenerRental, downtownA/C repairEmployment claimEducation savingsRentersPayroll setupBirthday dinnerGift setsMembershipRush order NewNewNewNewNewNewNewNewNewNewNewNewQuote sentEstimate sentShowing heldEstimate sentConsult heldFirst meetingQuote sentProposal sentProposal sentQuote sentConsult heldQuote sentTextedTextedTextedTextedTextedTextedTextedTextedTextedTextedTextedTextedCalledCalledCalledCalledCalledCalledCalledCalledCalledCalledCalledCalledLast tryLast tryLast tryLast tryLast tryLast tryLast tryLast tryLast tryLast tryLast tryLast tryClosed · no replyClosed · no replyClosed · no replyClosed · no replyClosed · no replyClosed · no replyClosed · no replyClosed · no replyClosed · no replyClosed · no replyClosed · no replyClosed · no reply
  5. Rosa M. A larger jobRoof replacementFirst homeCheck engine lightSeparationBusiness successionHome and autoBusiness valuationRehearsal dinnerInstallationCourse of treatmentsRevision C parts NewNewNewNewNewNewNewNewNewNewNewNewQuote sentEstimate sentShowing heldEstimate sentConsult heldFirst meetingQuote sentProposal sentProposal sentQuote sentConsult heldQuote sentTextedTextedTextedTextedTextedTextedTextedTextedTextedTextedTextedTextedHas a questionHas a questionHas a questionHas a questionHas a questionHas a questionHas a questionHas a questionHas a questionHas a questionHas a questionHas a questionWith DanaWith DanaWith DanaWith DanaWith DanaWith DanaWith DanaWith DanaWith DanaWith DanaWith DanaWith DanaBookedJob bookedOffer madeBooked inRetainer signedEngagement signedPolicy boundEngagement signedEvent confirmedOrder placedBookedPO received
Day 0

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Lead follow-up

Every open enquiry has a next step. Retain takes it.

Every enquiry that doesn’t book on the first call goes on a list with a next step: a text, a call, a last try. Retain works the list on the days you choose, and stops the moment they reply.

Leads without a next step
0
Ways to reach them
2
Open leads Following up
  1. 1 day Priya S.Wants a quoteBathroom refit2-bed condoRear brakesCar accidentRetirement planHome insuranceYear-end accountsCatering for 40Bulk orderColour correction500 brackets No next step Text · today 10:00
  2. 2 days Marc D.A first appointmentNew furnaceValuationTiming beltLease disputeMortgageAuto, two driversBookkeepingParty of 12Special orderTreatment packagePrototype run No next step Call · today 14:00
  3. 4 days Joy T.Comparing pricesDeck repairFamily homeNew tiresWill and estateTax planningBusiness liabilityTax returnOffice lunchCustom itemBridal partyAnnual supply No next step Text · tomorrow
  4. 6 days Ken W.A follow-up visitWater softenerRental, downtownA/C repairEmployment claimEducation savingsRentersPayroll setupBirthday dinnerGift setsMembershipRush order No next step Call · Friday
  5. 9 days Rosa M.A larger jobRoof replacementFirst homeCheck engine lightSeparationBusiness successionHome and autoBusiness valuationRehearsal dinnerInstallationCourse of treatmentsRevision C parts No next step Last try · Monday
Every open lead has a next step

Quote follow-up

A quote that doesn’t go quiet.

When a quote goes out and nothing comes back, Retain follows up on the days you choose. It answers the everyday questions, and passes anything about price to your people.

Quotes sent without a follow-up
0
Prices it makes up
0
Without Retain Day 0 Day 4 Went quiet · Day 12
  1. Quote sent to Priya S.Estimate sent to Priya S.Showing held to Priya S.Estimate sent to Priya S.Consult held to Priya S.First meeting to Priya S.Quote sent to Priya S.Proposal sent to Priya S.Proposal sent to Priya S.Quote sent to Priya S.Consult held to Priya S.Quote sent to Priya S.
  2. No follow-up. Nobody had the time.
  3. Went quietWent with someone else
With Retain Day 2 Day 3
  1. Hi Priya, it’s Luxie from [your business][your business][your brokerage][your shop][your firm][your firm][your brokerage][your firm][your restaurant][your store][your studio][your company]. Any questions about the quoteestimateshowingestimateconsultationfirst meetingquoteproposalcatering proposalquoteconsultationquote?
  2. How long does it take?How long would the job take?Is the condo still available?How long will it take?What happens after I sign?What happens at the next meeting?When would the policy start?When could you start?Can we swap the dessert?When would it arrive?How long is the appointment?What’s the lead time?
  4. About half a day. I can hold Tuesday at nine. Shall I book it?Two days for a refit that size. I can hold the 14th for you. Shall I book it?It is, and there’s a slot Saturday at 11 for a second look. Shall I book it?About two hours. You can wait, or drop it off Thursday at eight. Which suits?Dana, the paralegal, opens your file and books your first meeting with the lawyer. Shall I send the retainer?Dana goes through your plan with you. Thursday at ten is free. Shall I book it?As soon as it’s bound. Dana can finish it with you tomorrow at ten. Shall I book the call?Dana can start next week. Shall I send the engagement letter to sign?Yes, the lemon tart works for 40. Shall I confirm it for Saturday?About ten days from the order. Shall I place it for you?About two hours. Dana has Saturday at ten. Shall I book it?Three weeks from the PO. Shall I send the order form?
  5. Yes, let’s go ahead.
Booked · Tuesday 09:00Job booked · the 14thSecond showing · Saturday 11:00Booked in · Thursday 08:00Retainer signedSecond meeting · Thursday 10:00Broker call · tomorrow 10:00Engagement letter signedCatering confirmed · SaturdayOrder placedBooked · Saturday 10:00PO received

Reminders and no-shows

Reminds them before, follows up after.

Everyone booked gets a reminder the day before. Anyone who can’t make it is moved to an open slot in the same reply. Anyone who doesn’t show gets a text within the hour, and a new time.

Reminder before every booking
1
No-shows left without a follow-up
0
Tomorrow Reminding
  1. 09:0008:0010:0008:0009:0009:0009:0009:0018:0010:0010:0009:00 Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.Sam R.first visitfurnace serviceshowing, Elm Stbrakesconsultationannual reviewrenewal calldiscovery calltable for 4pickupcut and coloursample review Booked Reminder sent Confirmed
  2. 10:3010:0011:3009:3010:3010:3010:3010:3018:3011:3011:3010:30 Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.Lee K.follow-upestimate visitvaluationoil changesigningfirst meetingquote reviewdocuments duetable for 2fittingtreatmentsite visit Booked Reminder sent Can’t make it Moved to Thu 15:00Moved to Thu 15:00Moved to Thu 15:00Moved to Thu 15:00Moved to Thu 15:00Moved to Thu 15:00Moved to Thu 15:00Moved to Thu 15:00Moved to Sat 20:30Moved to Thu 15:00Moved to Thu 15:00Moved to Thu 15:00
  3. 13:0013:0014:0011:0013:0013:0013:0013:0019:0014:0013:0013:00 Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.Ana P.appointmentleak repairshowingtiresconsultationsigningclaim follow-upreview meetingparty of 8pickupconsultdesign review Booked Reminder sent No-show Rebooked · Fri 09:00Rebooked · Fri 09:00Rebooked · Fri 09:00Rebooked · Fri 09:00Rebooked · Mon 09:00Rebooked · Fri 09:00Rebooked · Fri 09:00Rebooked · Fri 09:00Rebooked · Fri 19:00Rebooked · Fri 09:00Rebooked · Fri 09:00Rebooked · Fri 09:00
  4. 15:0015:3016:0014:0015:0015:0015:0015:0020:0016:0015:0015:00 Tom B.Tom B.Tom B.Tom B.Tom B.Tom B.Tom B.Tom B.Tom B.Tom B.Tom B.Tom B.appointmentwater heateropen houseinspectiondocument reviewmortgage callnew policysigningtable for 6install visitmassagepickup Booked Reminder sent Confirmed
Every booking reminded, every no-show followed up

Status updates

Keeps customers posted, with your say-so.

When a job, order or case reaches a step you choose, Retain drafts the update. You approve it with one tap, or let the routine ones go on their own. Customers hear from you before they think to call.

Tap to approve
1
Drafts you have to write
0
Update · Sam R. Draft Waiting for you Sent
  1. Step reached Parts arrivedPart arrived · furnace blowerOffer acceptedCar ready · brakes doneClaim filed with the courtAccount transfer completeClaim approvedReturn filedOrder readySpecial order arrivedPatch test clearOrder shipped
Drafted

Hi Sam, the part we ordered is in. We can finish the job Thursday at 10:00. Does that suit?Hi Sam, the blower for your furnace is in. We can fit it Thursday at 10:00. Does that suit?Hi Sam, good news: the seller accepted. The inspection is booked for Wednesday at 10:00.Hi Sam, your car is ready. Pick it up any time before 18:00.Hi Sam, your claim was filed today. We’ll let you know as soon as the other side responds.Hi Sam, your account transfer is complete. Dana will walk you through it at your review on Thursday.Hi Sam, your claim has been approved. Dana will call you today about next steps.Hi Sam, your return was filed today. We’ll send the confirmation as soon as it arrives.Hi Sam, your order is ready for pickup at the front counter.Hi Sam, your special order is in. It’s at the front counter until Saturday.Hi Sam, your patch test was clear. You’re all set for Saturday at 10:00.Hi Sam, your order shipped today. Tracking is in the link below.

DADana · office manageroffice manageragentservice advisorlawyeradvisorbrokerclient managermanagerstore managersenior stylistaccount manager Approve Approved · 1 tap
  1. SRThanks for letting me know.
Sent to Sam R. · 14:02

Review requests

A thank-you with their name on it.

When the job closes, Retain sends a thank-you: a photo of your team with the customer’s name on it, and a link straight to your Google review form. Everyone gets one, happy or not, and nobody is offered anything for a review. If someone replies that something wasn’t right, it reaches you the same day.

Photo, with their name on it
1
Tap to the review form
1
Complaints, to you
Same day

17:40Messages

YB[your business][your business][your brokerage][your shop][your firm][your firm][your brokerage][your firm][your restaurant][your store][your studio][your company]

Thank you, Sam! From all of us at [your business][your business][your brokerage][your shop][your firm][your firm][your brokerage][your firm][your restaurant][your store][your studio][your company]
Hi Sam, thanks for choosing ushaving us out to fix the furnacetrusting us with your movebringing your car intrusting us with your casetrusting us with your plantrusting us with your covertrusting us with your year-enddining with us tonightshopping with uscoming in todayyour order. If you have a minute, a Google review helps us a lot. If anything wasn’t right, just reply here.
Leave a Google review Review left
Request · Sam R.
Job closed 16:55
Photo Your team
Name set Sam R.
Sent 17:40, by text
Review 5 stars

Review replies

Every Google review gets an answer.

New reviews are answered in your voice. The good ones post on their own. Anything critical waits for you to read the reply first, so nothing defensive goes out in your name.

Reviews left unanswered
0
Critical replies posted without you
0
Google reviews Answering
Sam R.

“Quick, friendly, and explained everything.”“Came out the same day and fixed the leak. Clean and tidy.”“Dana found us the right place in two weeks.”“Honest about what needed doing, and what didn’t.”“Clear advice, and they kept me informed.”“Clear advice, and they kept me informed.”“Clear advice, and they kept me informed.”“Organised, clear, and on time.”“Lovely dinner, and they remembered my allergy.”“Found exactly what I needed, and held it for me.”“Dana listened and got it exactly right.”“Tight tolerances, and on time.”

Your reply Drafting Posted

Thank you, Sam. Glad it went well, and see you next time.Thanks, Sam. Glad we got it sorted the same day.Thank you, Sam. Enjoy the new home.Thanks, Sam. That’s how we like to work.Thank you for taking the time to leave a review.Thank you for taking the time to leave a review.Thank you for taking the time to leave a review.Thank you, Sam. See you next year-end.Thank you, Sam. See you again soon.Thanks, Sam. Happy shopping.Thank you, Sam. See you next time.Thanks, Sam. We appreciate the work.

Your rule: 4 and 5 stars post on their own
Lee K.

“Good work, but they ran late.”“Good work, but the estimate took a week.”“Helpful, but slow to call back.”“Fair price, but it took longer than quoted.”“Helpful, but hard to reach at times.”“Helpful, but hard to reach at times.”“Helpful, but hard to reach at times.”“Good work, but slow emails.”“Great food, slow service.”“Good selection, slow checkout.”“Nice result, but rushed.”“Good parts, slow to quote.”

Your reply Drafting Waiting for you

Thanks, Lee, and sorry we kept you waiting. We’ve…Thanks, Lee, and sorry for the wait on the estimate. We’ve…Thanks, Lee, and sorry we were slow to reply. We’ve…Thanks, Lee, and sorry it ran over. We’ve…Thank you for the feedback. We’d welcome the chance to talk; please call the office.Thank you for the feedback. We’d welcome the chance to talk; please call the office.Thank you for the feedback. We’d welcome the chance to talk; please call the office.Thanks, Lee, and sorry for the slow replies. We’ve…Thanks, Lee, and sorry for the wait. We’ve…Thanks, Lee, and sorry about the line. We’ve…Thanks, Lee, and sorry it felt rushed. We’ve…Thanks, Lee, and sorry for the wait on the quote. We’ve…

Your rule: under 4 stars waits for you

Also included

Nothing falls between the floors.

Retain counts its own work: leads followed up, time to first reply, quotes won, no-shows rebooked, and reviews asked for, received and answered.

  • Picks up where Respond left off.

    A call Respond took that didn’t book goes straight onto the follow-up list.

  • On the customer’s record.

    Every text, call and reply, written to your software.

  • Hands over to Resell.

    Once the job’s done and reviewed, the customer moves to Resell’s list.

  • Picks up half-finished bookings.

    [proposed] Someone who starts booking online and stops gets a text.

Questions

What owners ask about Retain.

Won’t this annoy people?

It follows the rules you set: quiet hours, three tries at most unless you change it, and it stops the moment someone replies or texts STOP.

Does it text from our number?

[From your business number or a dedicated one. To confirm.]

Do you only ask happy customers for reviews?

No. Everyone gets the link, because asking only the happy ones breaks Google’s rules. Anyone unhappy also reaches you the same day, so you can put it right.

Who approves what goes out?

You decide. Routine follow-ups run on your rules. Status updates and replies to critical reviews can wait for one tap from you.

Can a law or financial firm answer reviews?

Yes, with care. Replies never confirm that someone is a client or mention their matter, and anything critical waits for a lawyer or advisor. [Checked against your regulator’s rules before it goes live.]

How long until it’s live?

Two to four weeks, alongside Respond or after it. We set the follow-up rules with you, connect your calendar and software, and test on your own leads first.

What comes next

The second floor, on top of Respond.

Retain works on what Respond catches. Once the job’s done and reviewed, the customer moves up to Resell, which brings them back.

Book a demo Run the Leak Audit
  1. 05 Reimagine
  2. 04 Route
  3. 03 Resell Next
  4. 02 Retain You are here
  5. 01 Respond Runs underneath