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Follow up after the visit and book the next clean

Catch problems before they become bad reviews, and turn one-off customers into regulars.

Good for
  • Home cleaning
  • Regular office cleaning
  • Pest control and garden care

The situation

Section titled “The situation”

The day after a clean is when a customer decides whether to book you again. If something was missed, they would rather tell you than write a public review, as long as someone asks. And a happy customer who is asked “shall we book the next one?” often says yes on the spot.

How it works

Section titled “How it works”

Your agent answers customers; it does not start conversations. So the follow-up starts with a short WhatsApp message you send to the customers you served, and your agent handles every reply:

Your teamSends a follow-up template to this week's customers
CustomerReplies with how it went
tkanaThanks and asks for a review, or opens a priority ticket
tkanaOffers to book the next visit
After-visit follow-up

What the conversation looks like

Section titled “What the conversation looks like”

Agent: Hello Fahad, were you happy with yesterday’s deep cleaning?

Customer: Mostly yes, but the kitchen cabinets were not wiped inside.

Agent: I’m sorry about that, and thank you for telling us. I’ve passed this to our team as a priority, and they will contact you to make it right.

Customer: Thanks. I’d also like the same cleaning every two weeks.

Agent: Happy to arrange that. Which day and time suit you best? I’ll book the next visit now, and when it is done we can arrange the one after.

What you switch on

Section titled “What you switch on”
  1. Install Customer follow-up. It asks one clear question about the visit and opens a ticket for anything unresolved. Add a rule to Additional Guidelines such as “Mark complaints about a visit as high priority, and invite happy customers to leave a review.”
  2. Install Book appointments, so the agent books the next visit in the same chat.
  3. Add your review link to your knowledge base, so the agent can share it with happy customers. See Write your content, FAQs, and guidelines.
  4. Create a follow-up template in Marketing, for example “How was your cleaning yesterday? Reply here and let us know.” See Create a WhatsApp template.
  5. Choose who receives it. Pick the customers you served By Customers, or keep a static group for this week’s visits. See Choose who receives a campaign.
  6. Send the campaign the day after the visits. See Send a WhatsApp campaign.

What your team sees

Section titled “What your team sees”
  • Complaints as high-priority tickets on the tickets board, linked to the conversation, with an email to your support address.
  • Next visits in the calendar and on the Bookings board of Pipeline.
  • Campaign results in the campaign’s Details: who received, read, and replied. Save the readers as a group for the next follow-up with Create Group.
  • Trends over time on your dashboard: contact reasons, pain points, and sentiment. See Understand contact reasons, pain points, and sentiment.

Tips and limits

Section titled “Tips and limits”
  • The agent never offers a refund, a discount, or a free repeat visit on its own. It tells the customer your team will make it right.
  • Repeat visits are booked one at a time. There is no automatic subscription, standing slot, or automatic charge.
  • WhatsApp templates are billed by Meta directly to the payment method on your own Meta account, not from your tkana credits. See Who pays for WhatsApp template messages.

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