Follow up with customers

Utopia reminds you when it's time to check in with a customer after a job. You reach out yourself. Utopia never sends anything to the customer on its own.

See who is due

1. Go to Customers. On your phone, tap More, then Customers.
2. Tap Follow-ups at the top. The number next to it is how many are due.
3. The Open list is split into Overdue, Due today, Coming up and Later.

By default, a reminder comes about 3 months after the customer's last finished job.

Log a check-in

1. Use the call, text or email buttons on the row to reach the customer.
2. Tap Log contact.
3. Pick how you reached out: Call, Text, Email or Other.
4. Pick what happened:
   • Booked or rescheduled closes the reminder. You can link the new job.
   • Follow up later asks for a Next follow-up date.
   • No response sets a new try in 7 days. You can change the date.
   • Not booked closes the reminder.
   • Opted out stops follow-ups for this customer.
5. Add Notes if you like, then tap Save. It moves to Completed.

Snooze or hand it to someone

1. Tap the ⋯ button on the row.
2. Under Snooze, pick Tomorrow, 3 days, 1 week or Pick a date…. Snoozed reminders wait in Snoozed, then come back.
3. Under Assign to, pick a team member. Use the Owner filter and choose Mine to see only yours.

Change how often for one customer

1. Open the customer and stay on the Overview tab.
2. In the Follow-up card, tap Edit.
3. Change How often, how to Reach them by, and the Owner. Tap Save.

Didn't work?

A lead isn't in my follow-ups

Follow-ups start once someone becomes a customer and has a finished job. Leads don't get reminders.

The call, text or email button is gray

There's no phone or email on file. Open the customer, add it on the Overview tab, and try again.

I logged a contact but it's still due

Make sure you tapped Save in the log window. Logging from a customer's page also counts.