You’ve worked hard to generate leads; your ads, website, and referrals are bringing people in. But here’s the truth: getting the lead is only half the battle. The real money is made in the follow-up.
Whether you run a plumbing business, HVAC company, or landscaping service, how you follow up can be the difference between booking the job and losing it to your competitor.
So, in 2025, what’s the best way to reach your potential customers: text, email, or call? Let’s break it down.
Why the Follow-Up Method Matters More Than Ever
The way homeowners want to communicate has changed dramatically in recent years.
A few things are clear:
- Most people are busy and don’t answer unknown phone numbers.
- Everyone checks their texts — often within minutes.
- Emails can still work, but they easily get buried.
- The average homeowner contacts 2–3 companies before making a decision.
So, if you’re slow to respond or you choose the wrong method, someone else is likely to get the job.
Comparing the Big Three: Text, Email, and Call
| Channel | Strengths / Ideal Uses | Weaknesses / Risks | What Works Best for Home Services |
| Text / SMS | • Opens almost instantly • Quick, convenient, and easy for customers • Great for quotes, reminders, or follow-ups after a call | • Can feel too casual if overused • Requires permission • Limited space | Best for appointment confirmations, follow-ups, or check-ins like: “Hey, just making sure you got my quote!” |
| • Good for detailed info, contracts, or receipts • Professional look and record-keeping • Easy to automate | • Lower open rates• Not ideal for urgent messages • Can end up in spam | Best for estimates, service details, maintenance reminders, or newsletters | |
| Phone Call | • Builds trust quickly • Great for complex jobs or urgent repairs • Allows real conversation and persuasion | • Many people won’t answer unknown numbers • Time-consuming• Can seem intrusive | Best for high-value leads, emergency calls, or closing larger jobs |
What Homeowners Prefer in 2025
By 2025, most homeowners expect speed, convenience, and clarity from service pros.
Here’s what that means for you:
- Texting is the new normal. Homeowners love getting quick updates, appointment reminders, or short messages confirming quotes or arrival times.
- Emails are still necessary. For anything official — estimates, invoices, or warranties — email keeps things professional and organized.
- Calls still close deals. When it’s time to explain a quote or schedule a job, a friendly phone call adds trust and a personal touch that messages can’t replace.
The trick is using each channel at the right time.
When to Use Each Communication Method
1. Right After a Lead Comes In
Speed is everything. Follow up within 5–10 minutes if possible.
- Text: “Hi [Name], this is [Your Name] from [Your Company]. Thanks for reaching out! When’s a good time to chat about your project?”
- Email: Send a short message confirming you received their request.
- Call: If it’s an emergency service (burst pipe, AC outage), call immediately.
2. After an Estimate or Quote
- Text: “Hi [Name], just wanted to make sure you received your estimate for [Service]. Happy to answer any questions!”
- Email: Send the detailed estimate and include your contact info.
- Call: Follow up within a day or two to walk through pricing or next steps.
3. Before an Appointment
- Text: “Reminder: [Company Name] will arrive tomorrow at 9 AM. Please reply YES to confirm.”
- Email: Include appointment details, technician name, and prep instructions if needed.
4. After the Job
- Text: “Thanks for choosing [Company]! We’d love your feedback or a quick review if you were happy with our service.”
- Email: Send the receipt or warranty info and ask for a testimonial or referral.
- Call: A personal thank-you call works wonders for repeat business.
Sample Follow-Up Schedule for Contractors
| Day | Channel | Message Type |
| Day 0 | Text or Call | “Thanks for reaching out! Can we chat about your project?” |
| Day 1 | Send estimate or confirmation | |
| Day 2 | Text | Check if they received your estimate |
| Day 4 | Call | Personal follow-up to answer questions |
| Day 6 | Offer a seasonal promo or added value | |
| Day 8 | Text | “Just wanted to check if you’re ready to move forward.” |
| Day 10 | Call | Final follow-up before closing the file |
This kind of consistent, friendly follow-up shows professionalism and keeps you top of mind — without being pushy.
Pro Tips for Effective Communication
- Respond fast. The first contractor to reply usually wins the job.
- Be human. Use your name and a friendly tone — people want to work with real people, not bots.
- Personalize your messages. Mention the customer’s name and specific service.
- Don’t spam. A few thoughtful touches go much further than daily reminders.
- Use text for speed, email for details, and calls for connection.
- Automate smartly. Use automation software to send reminders and follow-ups without losing the personal touch.
Conclusion
In 2025, home service contractors who combine text, email, and calls are winning more jobs than ever.
- Text keeps you quick and responsive.
- Email keeps you organized and professional.
- Calls build trust and close deals.
By using all three strategically — and personalizing your follow-up — you’ll stand out in a crowded market, book more appointments, and build stronger relationships with your customers.
Because at the end of the day, the best communication method is the one that gets you hired — and keeps customers coming back.