Skill · v1.0

Customer Follow-Up

Customer Follow-Up is a skill for building a relationship cadence that keeps customers warm between jobs, turns satisfied customers into referral sources and brings dormant customers back before they forget you exist. Four touchpoints, one customer note per person, a single Dataview query that surfaces who is due today. No separate reminder system needed.

Install

Claude Code (CLI / WSL / Git Bash)

/plugin marketplace add https://www.infinitegameos.io/marketplace.json
/plugin install customer-follow-up@igos-library

Claude Code (VS Code)

Install in VS Code

Opens the Claude Code plugins dialog with the marketplace and skill prefilled. Requires the Claude Code VS Code extension installed and signed in. Or paste the snippet below into .claude/settings.json for VS Code, JetBrains or any setup that prefers manual config.

{
  "extraKnownMarketplaces": {
    "igos-library": {
      "source": {
        "source": "url",
        "url": "https://www.infinitegameos.io/marketplace.json"
      }
    }
  },
  "enabledPlugins": {
    "customer-follow-up@igos-library": true
  }
}

Direct markdown URL (Claude Code, Cursor, Codex CLI)

https://www.infinitegameos.io/markdown/skills/customer-follow-up

Cursor (.mdc rules file)

curl -O https://www.infinitegameos.io/install/cursor/customer-follow-up.mdc

Aider, Cline, any agent with --read

curl -O https://www.infinitegameos.io/markdown/skills/customer-follow-up
aider --read customer-follow-up.md

Definition

Customer Follow-Up runs a four-touchpoint post-job cadence anchored by a single customer note per person in the operator's vault. Four touchpoints advance in sequence: thank-you at 24-48 hours from job close, referral ask at 14 days, maintenance check-in at 90 days, re-engagement at 180 days. The next_followup_date field in each note's YAML frontmatter is the engine: Daily Admin Orchestrator queries it each morning to surface who is due today. The referral ask at 14 days is the load-bearing touchpoint. Service-business research is clear: it outperforms ad spend at this budget tier, most solopreneurs skip it and the window is exactly 14 days. The skill is designed so none of that gets skipped by accident.

The customer note as second-brain CRM

One markdown file per customer at Customers/<Customer-Name>.md. The YAML frontmatter holds structured data: name, contact, job type, last service date, next followup date, referral status and notes. The prose body captures the customer as a person: what they mentioned in passing, what kind of decision-maker they are, details that make the next interaction feel like a relationship rather than a transaction. The YAML is the query surface. The prose body is the second brain.

After every job close, three things happen: last_service_date updates, next_followup_date sets to the 24-48h window and the new job logs in the note body. After each touchpoint, next_followup_date advances to the next interval and the touchpoint logs with a one-line summary. The touchpoint log is the conversation history that makes every future call or visit feel like a continuation.

The referral ask at 14 days

Fourteen days is the window when customer satisfaction is at its peak. Same-day referral asks feel rushed. Ninety-day asks are too late. One sentence, specific, frictionless. Name the service. Give a clear action. Keep it shorter than a paragraph. The default template below is a starting point; the operator edits Seam 3 after one cycle of live reps to match their actual voice.

Referral status tracks through four values in the frontmatter: not-asked, asked, referred, converted. The Daily Admin Orchestrator queries next_followup_date to surface the ask at the right day. The Dataview query in the operator's vault shows every customer with a next_followup_date on or before today, sorted by date. No separate tool. No calendar entry. The system surfaces it.

Use Cases

Full four-touchpoint cycle for a tree trimmer

Joel closes a job on April 28. Thank-you goes out April 30. Referral ask fires May 12 at exactly day 14, naming the neighbor mentioned in the original note. The maintenance check-in arrives July 28 three months later with a seasonal hook. The re-engagement arrives October 28 and books a fall inspection. Cadence resets from the new job date. The entire cycle ran on one customer note and zero calendar reminders.

Referral conversion from a word-of-mouth source

Sarah Chen mentioned the operator's name before being asked. The referral ask at day 14 acknowledges that fact in one sentence. She replies within an hour with two more names. Both convert within the month. The note updates to referral_status: converted. One sentence, one personal detail, no pressure.

Maintenance check-in timing for a seasonal HVAC business

An HVAC solopreneur adjusts the 90-day interval to fire the week before the first hot week of summer rather than on a calendar anchor. Every customer gets a check-in timed to seasonal relevance. The operator edits Seam 1 once; every subsequent cycle runs on the adjusted timing.

Re-engagement message for a coaching practice

A coach's re-engagement runs at 180 days and names the specific program the client completed. Not a vague "checking in" message. A reference to the work done and an invitation to book the next phase. Vague re-engagement gets ignored. Specific re-engagement gets replies.

CRM migration at the 50-customer threshold

A growing cleaning service hits 50 active customers and decides to migrate to HubSpot Starter. The customer note schema (one file per customer, structured frontmatter) maps cleanly to HubSpot contact records. The migration is a data export. The relationship history in each note's prose body carries over into the contact notes field. Nothing is lost.

FAQ

Why does the referral ask have to be at exactly 14 days?

Fourteen days is the window when satisfaction is at its peak and the memory of the work is still fresh. A same-day ask feels rushed and transactional. A 90-day ask arrives when the customer has moved on. The 14-day window is consistent across service-business research. Tune it one direction for specific business types, but hold the principle: it is a specific day, not someday.

What if a customer books again before a touchpoint fires?

Reset the cadence from the new last_service_date. Update last_service_date, recalculate next_followup_date to the 24-48h window from the new close date and log the new job in the note body. The customer relationship clock starts fresh from the most recent job.

Does this require Obsidian?

No. Any markdown-based note system with frontmatter support works (Logseq, Roam, plain folders). Any task or calendar tool substitutes for Dataview if you prefer to check dates manually. The structural discipline (one note per customer, next_followup_date as the timer, four touchpoints, referral status tracked) holds across stacks.

When should I migrate to a real CRM?

At 50 active customers or when a second person needs to access and update customer records. HubSpot Starter, Notion and Pipedrive are the natural candidates at that tier. The customer note schema maps cleanly to any of them. Treat the threshold as a migration trigger on your operations calendar, not a future problem.

How does this skill know who is due for outreach today?

The next_followup_date field in each customer note's YAML frontmatter is the engine. The Daily Admin Orchestrator queries that field each morning via a Dataview query across the Customers folder. No separate reminder system, no calendar entries, no manual tracking. The field updates after every touchpoint; the Orchestrator reads it every morning.

Related

Customer Follow-Up is one skill in the Solopreneur Admin Toolkit. The full toolkit runs as a daily ritual through the Daily Admin Orchestrator. The design frame for building a service business that compounds on relationships rather than advertising is the Sovereign Life Playbook.

See the Sovereign Life Playbook