Building Repeatable Business

Moving from one-off jobs to repeat customers and recurring revenue creates a sustainable, predictable business. This guide shows you how to build a business that generates regular income.

Why Repeatable Business Matters

✅ Repeatable Business	❌ One-Off Jobs Only
Predictable income - Know what's coming in	Unpredictable income - feast or famine
Less marketing needed - Existing customers return	Constant marketing needed to find new customers
Higher profitability - Repeat customers cost less to acquire	Higher customer acquisition costs (£50-200 per new customer)
Better work-life balance - Less time chasing new work	More stress and uncertainty - always finding work
Business stability - Survive quiet periods	Vulnerable during quiet periods
Higher customer lifetime value - £500-5000+ per customer	Single job value - £200-500 per customer

Real-World Example: Customer Lifetime Value

One-off customer:

• Single job: £300
• Total value: £300

Repeat customer with maintenance contract:

• Year 1: Initial job £300 + Annual service £150 = £450
• Year 2: Annual service £150 + Small repair £100 = £250
• Year 3: Annual service £150 + Emergency call-out £200 = £350
• Year 4: Annual service £150 + Upgrade work £500 = £650
• Total 4-year value: £1,700 (vs. £300 for one-off)

Landlord with 5 properties:

• Annual maintenance contract: £200 per property × 5 = £1,000/year
• Emergency repairs: Average £500/year
• Annual value: £1,500+ (recurring every year)

Types of Repeatable Business

Type	Frequency	Income Type	Example	Annual Value
Maintenance Contracts	Annual, quarterly, monthly	Recurring scheduled	Annual boiler service	£150-500 per contract
Repeat Customers	Multiple jobs per year	Repeat bookings	Same customer for 3-4 jobs/year	£500-2000 per customer
Service Agreements	Annual membership	Recurring revenue	Emergency cover membership	£100-300 per membership
Property Portfolios	Ongoing scheduled	Predictable bulk work	10 properties × £200/year	£2,000+ per portfolio

Maintenance Contracts - Trade-Specific Examples

Note: These examples are for specific trades, but the principles apply to all niches. You can adapt maintenance contracts, service agreements, and repeat business strategies to any trade - the key is identifying what regular service your customers need and packaging it as a contract.

Trade	Contract Type	What's Included	Typical Price	Renewal Rate
Heating Engineer	Annual boiler service	1 annual service + 10% off repairs + Priority booking	£150-250/year	80-90%
Electrician	Annual EICR	1 electrical safety check + 10% off work	£150-200/year	70-85%
Plumber	Annual plumbing health check	1 inspection + 10% off repairs + Priority service	£100-150/year	75-85%
Roofer	Annual roof inspection	1 inspection + 10% off repairs + Gutter clean	£150-200/year	70-80%
Handyman	Monthly maintenance	1 visit per month + Small repairs included	£50-100/month	60-75%
Builder	Quarterly property check	4 inspections + 10% off work	£200-400/year	65-75%

Other niches can adapt these concepts:

• Carpenters: Annual kitchen/bathroom check-ups, maintenance contracts
• Drainage specialists: Annual drain surveys, gutter cleaning contracts
• Locksmiths: Security check-ups, lock maintenance contracts
• Painters: Annual touch-up contracts, regular maintenance painting
• Gardeners/Landscapers: Monthly/seasonal maintenance contracts
• Any trade: Identify what regular service customers need and create a contract around it

Building Maintenance Contracts

What to Offer

Common maintenance contracts:

• Annual boiler service - Heating engineers
• Electrical safety checks - Electricians (EICRs)
• Property maintenance - General trades, handymen
• Gutter cleaning - Roofers, handymen
• Plumbing health checks - Plumbers
• General maintenance - All trades

Pricing Maintenance Contracts

Annual Contract Pricing Examples

Contract Type	Individual Service Cost	Annual Contract Price	Customer Savings	Your Benefit
Boiler Service	£120 per service	£150/year	£0 (but includes 10% off repairs)	Guaranteed income, priority booking
Quarterly Visits	£50 × 4 = £200	£180/year	£20 (10% discount)	Upfront payment, scheduled work
Monthly Maintenance	£60 × 12 = £720	£600/year paid upfront	£120 (17% discount)	Guaranteed £600 upfront
Annual EICR	£180 per check	£150/year	£30 (but includes 10% off work)	Guaranteed income, customer loyalty

Payment Options Comparison

Payment Method	Customer Benefit	Your Benefit	When to Use
Upfront (annual)	Often includes discount	Immediate cash flow, guaranteed income	Best for you, customer saves money
Monthly direct debit	Easier to budget	Steady monthly income, customer retention	Easier for customers, better retention
Quarterly	Balance between both	Regular income, less admin	Good compromise
Per visit	Pay as you go	No guarantee, but flexible	If customer won't commit to contract

Selling Maintenance Contracts

When to Offer

Timing	Why It Works	Example Situation
After completing a job	Customer is happy, you're already there	Just fixed their boiler - offer annual service
During seasonal reminders	Relevant timing	Autumn: "Winter's coming, time for boiler service"
After solving a problem	They see the value	After emergency repair - offer prevention
Anniversary of last service	Natural renewal time	"It's been a year since your last service"

Pitch Examples by Situation

After completing a boiler repair:

"I've just fixed your boiler. To prevent future issues, I offer an annual service contract for £150. It includes a full service before winter each year, 10% off any repairs, and priority booking. This way your heating stays reliable and you save money on repairs. Would you be interested?"

During autumn (seasonal):

"With winter coming, now's the perfect time to get your boiler serviced. I can do a one-off service for £120, or you could sign up for my annual service contract for £150. The contract includes this service plus next year's service, 10% off any repairs, and priority booking when you need me. It saves you hassle and ensures your heating is always ready. What do you think?"

For landlords (portfolio pitch):

"I see you have 5 properties. I could offer you an annual maintenance package - £150 per property, which includes boiler servicing, safety checks, and 10% off any repairs. That's £750 total, but I can do it for £700 if you pay upfront. This ensures all your properties are maintained and compliant, and you get priority service. Interested?"

After emergency call-out:

"I'm glad I could get your heating back on quickly. To avoid emergency call-outs in future, I offer an annual service contract. It's £150/year and includes a service, 10% off repairs, and priority emergency service. Regular maintenance prevents most breakdowns. Would you like to sign up?"

Benefits to Emphasize

Benefit	How to Say It	Why It Matters
Peace of mind	"No more worrying about breakdowns"	Emotional benefit
Prevents problems	"Regular maintenance catches issues early"	Saves money long-term
Priority service	"You get priority when you need me"	Convenience
Saves money	"10% off all repairs, plus catch issues before they're expensive"	Financial benefit
Scheduled convenience	"I'll remind you when it's due"	Time-saving

Building Repeat Customers

Exceptional Service

First job matters most:

• Do excellent work
• Be professional and reliable
• Clean up properly
• Communicate clearly
• Exceed expectations

Why: First impression determines if they'll call you again.

Follow-Up Strategy

Follow-Up Timeline

Time	Action	What to Say	Purpose
Day 1	Call/text check-in	"Hi [Name], just checking everything is working well with the [job]. Is there anything else you need?"	Ensure satisfaction, show care
Week 1	Follow-up message	"Hi [Name], hope everything is still working well. If you need anything, just let me know!"	Stay top of mind
Month 3	Check-in offer	"Hi [Name], just checking in. Everything still working well? I offer annual maintenance contracts if you're interested - prevents problems and saves money."	Introduce maintenance
Month 6	Seasonal reminder	"Hi [Name], with [season] coming, now's a good time for [seasonal service]. Would you like me to book you in?"	Seasonal opportunity
Year 1	Annual reminder	"Hi [Name], it's been a year since your last [service]. Time for your annual service? I can offer you a maintenance contract for £X."	Renewal opportunity

Communication Examples

Good follow-up messages:

• ✅ "Hi John, just checking everything is working well with your boiler. If you need anything, I'm here!"
• ✅ "Hi Sarah, winter's coming - time to service your boiler to avoid breakdowns. I offer annual contracts for £150."
• ✅ "Hi Mike, quick tip: Check your gutters before winter. If you need them cleaned, I'm available."
• ✅ "Hi Emma, it's been 6 months since your last service. Everything still working well?"

Avoid:

• ❌ "Do you need any work done?" (too salesy)
• ❌ "Special offer - 50% off!" (devalues your service)
• ❌ Only contacting when you want work (too obvious)

Better approach:

• ✅ Mix of helpful tips, check-ins, and gentle offers
• ✅ Value-first communication
• ✅ Regular but not annoying (monthly max)

Building Relationships

Get to know customers:

• Remember their names
• Remember their properties
• Personal touch
• Build rapport

Why: People hire people they know and trust.

Targeting Property Portfolios

Landlords

Why Landlords Are Valuable

Benefit	Why It Matters	Example Value
Multiple properties	More revenue per customer	5 properties × £200/year = £1,000/year
Annual compliance	Mandatory work (gas safety, EICRs)	Guaranteed annual work
Regular maintenance	Ongoing scheduled work	Predictable income
Referrals	Other landlords in their network	Word-of-mouth expansion

Portfolio Pricing Examples

Properties	Individual Price	Portfolio Price	Discount	Annual Value
3 properties	£150 × 3 = £450	£400	£50 (11%)	£400/year
5 properties	£150 × 5 = £750	£650	£100 (13%)	£650/year
10 properties	£150 × 10 = £1,500	£1,200	£300 (20%)	£1,200/year
20+ properties	£150 × 20 = £3,000	£2,400	£600 (20%)	£2,400/year

Landlord Pitch Examples

For 3-5 properties:

"I see you have 5 rental properties. I could offer you an annual maintenance package - £150 per property normally, but I can do all 5 for £650 if you pay upfront. That includes annual boiler servicing, gas safety certificates, and 10% off any repairs. This ensures all properties are compliant and maintained, and you get priority service. Would that work for you?"

For 10+ properties:

"I notice you manage 12 properties. I'd like to offer you a comprehensive maintenance package. Normally £150 per property (£1,800 total), but I can do all 12 for £1,400 if you pay annually. This includes annual servicing, safety certificates for all properties, priority service, and 15% off all repairs. I can also schedule visits throughout the year to spread the work. Interested?"

For compliance-focused landlord:

"I see you need gas safety certificates for your properties. I offer an annual maintenance package that includes CP12s plus servicing for £150 per property. This ensures compliance and prevents breakdowns. For 5 properties, I can do it for £650 total. This covers all your legal requirements and keeps your properties in good condition."

Property Management Companies

Why Property Management Companies Are Valuable

Benefit	Value	Example
Large portfolios	Bulk work, high value	50 properties × £150 = £7,500/year
Regular scheduled work	Predictable income	Monthly/quarterly visits
Long-term contracts	Stable revenue	3-5 year contracts possible
Referrals	Other property managers	Network expansion

Approach Strategy

Step	Action	Example
1. Research	Find local property management companies	Google, Companies House, local directories
2. Initial contact	Professional email/call	"Hi, I'm [Name] from [Business]. I work with property managers providing maintenance services. Would you be open to a brief chat about how I could help?"
3. Proposal	Professional written proposal	Detailed package, pricing, benefits, service levels
4. Trial	Start small, prove yourself	"I'd be happy to start with a few properties to show you the service quality"
5. Scale	Expand once proven	"How about we expand to all your properties?"

Property Management Company Proposal Example

Written proposal structure:

• Introduction: Who you are, experience
• Services offered: What you provide
• Pricing: Portfolio pricing structure
• Service levels: Response times, availability
• Benefits: Why choose you
• Testimonials: Other satisfied customers
• Next steps: How to proceed

Service Agreements and Memberships

Emergency Service Agreements

Service Agreement Examples

Agreement Type	Annual Fee	What's Included	Customer Benefit	Your Benefit
Emergency Heating Cover	£200/year	Priority 24/7 emergency service + 10% off repairs	No waiting, guaranteed response	Premium pricing, guaranteed calls
Plumbing Emergency Cover	£150/year	Priority emergency service + 10% off repairs	Fast response when needed	Predictable income, customer loyalty
Electrical Emergency Cover	£180/year	Priority emergency service + 10% off repairs	Safety-critical fast response	Premium service, high retention
Full Home Emergency Cover	£300/year	All trades emergency cover + 10% off all work	One call for everything	Highest value, maximum retention

Selling Emergency Cover

Pitch example:

"I offer emergency cover for £200/year. This includes priority 24/7 emergency service - if your heating breaks down, you jump to the front of my queue. You also get 10% off all repairs. Instead of paying £150 for an emergency call-out, you get priority service and save on repairs. It's peace of mind for less than 55p per day. Would you be interested?"

Customer objection handling:

• "What if I don't need emergency service?" → "That's great - you have working heating! But if something does go wrong, you'll have priority service. Plus you still get 10% off all repairs, so you save on regular work too."
• "It's expensive" → "It's £200 for the year - that's less than one emergency call-out. If you need emergency service even once, it pays for itself. Plus you get 10% off all repairs."

Priority Service Memberships

Membership Tier Examples

Membership Level	Annual Fee	Benefits	Best For
Priority Member	£100/year	Priority booking, faster response (within 24hrs), 5% off all work	Regular customers who want convenience
VIP Member	£200/year	Priority booking, same-day response, 10% off all work, free annual check	High-value customers
Platinum Member	£300/year	Priority booking, 2-hour emergency response, 15% off all work, free annual service	Premium customers, commercial

Membership Benefits Breakdown

Benefit	What It Means	Customer Value
Priority booking	You get slots first, before general public	No waiting weeks for appointments
Faster response	Guaranteed response time (24hrs, same-day, or 2hrs)	Convenience, peace of mind
Discounts	5-15% off all work	Saves money on every job
Free services	Annual checks/services included	Value-add, maintenance included

Creating Systems for Repeat Business

Customer Database

What to Track

Information	Why It Matters	Example
Name and contact	How to reach them	John Smith, 07123 456789, john@email.com
Property details	Remember their property	123 High Street, 3-bed semi
Job history	What work you've done	Boiler repair (Jan 2024), Service (Oct 2023)
Next service due	When to contact	Boiler service due: October 2024
Notes and preferences	Personal touch	Prefers morning appointments, has dogs
Contract details	What they've signed up for	Annual service contract, £150/year, paid upfront

Customer Database Template

Simple spreadsheet columns:

• Customer Name
• Phone Number
• Email
• Address
• Last Service Date
• Next Service Due
• Contract Type
• Annual Value
• Notes

Example entry:

John Smith | 07123 456789 | john@email.com | 123 High St | Boiler service Oct 2023 | Oct 2024 | Annual service £150 | £150/year | Prefers mornings, has 2 dogs

Database Tools Comparison

Tool	Cost	Features	Best For
Spreadsheet (Excel/Google Sheets)	Free	Basic tracking, reminders, sorting	Most tradesmen, simple needs
Notebook	Free	Simple, portable	Very small operations
CRM Software	£10-50/month	Advanced features, automation	Growing businesses, multiple staff
Simple apps	Free-£20/month	Mobile-friendly, simple	On-the-go tradesmen

Automated Reminders

Set reminders:

• Annual boiler service due
• Electrical safety check due
• Seasonal maintenance
• Follow-up reminders

Tools:

• Calendar reminders
• CRM software
• Simple spreadsheet with dates

Why: Proactive contact = more bookings.

Customer Communication

Regular touchpoints:

• Seasonal reminders
• Maintenance offers
• Helpful tips
• Check-ins

Not just:

• "Do you need work?"
• "Special offer!"

Better:

• "Winter's coming - time for boiler service?"
• "Quick tip: How to prevent frozen pipes"

Pricing for Repeat Business

Discount Strategies

Repeat customer discounts:

• 5-10% discount for returning customers
• Loyalty pricing
• Package deals

Why: Repeat customers are valuable - small discount is worth it.

Annual Contracts

Price for value:

• Annual price < sum of individual visits
• Customer saves money
• You get guaranteed income

Example: 4 quarterly visits @ £50 each = £200. Annual contract = £180 (customer saves £20, you get upfront payment).

Payment Terms

Annual contracts:

• Upfront payment (best for you)
• Monthly payment (easier for customer)
• Quarterly payment (compromise)

Marketing for Repeat Business

Seasonal Campaigns

Seasonal Opportunities by Trade

Note: This table shows examples for specific trades, but seasonal opportunities exist for all niches. Think about what customers need at different times of year in your trade and create campaigns around those needs.

Season	Heating Engineers	Electricians	Plumbers	Roofers	Handymen	Builders
Autumn (Sep-Nov)	Boiler servicing, heating checks	Heating system electrical work	Boiler servicing, heating prep	Roof inspections, gutter cleaning	Winter prep, maintenance	Indoor projects
Winter (Dec-Feb)	Emergency repairs, breakdowns	Indoor electrical work	Frozen pipes, emergency repairs	Emergency repairs, storm damage	Indoor jobs, maintenance	Indoor projects
Spring (Mar-May)	Planned installations, upgrades	Home improvements, rewiring	Outdoor plumbing, renovations	Planned repairs, maintenance	Spring cleaning, outdoor work	Renovations, extensions
Summer (Jun-Aug)	Planned installations	Outdoor electrical, extensions	Outdoor work, renovations	Roof replacements, new installations	Garden work, outdoor projects	Extensions, renovations

Examples for other niches:

• Carpenters: Spring/summer renovation season, autumn/winter indoor projects
• Drainage specialists: Autumn leaf clearance, winter emergency work, spring inspections
• Painters: Spring/summer exterior work, autumn/winter interior work
• Gardeners: Seasonal maintenance contracts (spring preparation, summer maintenance, autumn cleanup, winter planning)

Seasonal Campaign Examples

Autumn - Heating Engineer:

"Winter is coming! Get your boiler serviced before cold weather hits. Book your annual service now for £150 - includes full service, safety check, and 10% off any repairs. Don't wait until it breaks down in the cold! Book now: [phone number]"

Spring - Handyman:

"Spring cleaning time! Get your home maintenance done before summer. I offer monthly maintenance packages starting at £50/month - includes one visit per month for small jobs and repairs. Perfect for keeping your property in top condition. Interested? Call [phone number]"

Summer - Roofer:

"Perfect weather for roof work! Summer is ideal for roof replacements and new installations. I also offer annual roof inspection contracts for £150/year - includes inspection, 10% off repairs, and peace of mind. Book now: [phone number]"

Customer Retention

Keep existing customers:

• Regular check-ins
• Helpful reminders
• Maintenance offers
• Stay top of mind

Why: Cheaper to keep customers than find new ones.

Referral Programs

Encourage referrals:

• "Refer a friend, get 10% off your next job"
• "Refer 3 customers, get free [service]"
• Simple incentives work

Why: Happy customers refer others - builds business.

Measuring Repeat Business

Track Your Metrics

Key Metrics to Track

Metric	How to Calculate	Target	Why It Matters
Repeat customer rate	(Returning customers ÷ Total customers) × 100	30-50%	Shows customer satisfaction and retention
Contract retention rate	(Renewed contracts ÷ Total contracts) × 100	70-85%	Shows contract value and customer satisfaction
Customer lifetime value	Average revenue per customer over time	£500-2000+	Shows long-term value of customers
Recurring revenue	Monthly/annual income from contracts	20-40% of total	Shows business stability
Average revenue per customer	Total revenue ÷ Number of customers	£300-800+	Shows customer value

Tracking Example

Month 1-3 (Starting out):

• Total customers: 20
• Returning customers: 4
• Repeat rate: 20% (needs improvement)
• Maintenance contracts: 2
• Recurring revenue: £300/year

Month 4-6 (After implementing strategies):

• Total customers: 35
• Returning customers: 12
• Repeat rate: 34% (improving!)
• Maintenance contracts: 8
• Recurring revenue: £1,200/year

Month 7-12 (Established):

• Total customers: 50
• Returning customers: 22
• Repeat rate: 44% (good!)
• Maintenance contracts: 15
• Recurring revenue: £2,250/year
• Customer lifetime value: £450 average (vs. £200 for one-off)

Improving Repeat Business

If low repeat rate:

• Improve service quality
• Better follow-up
• More proactive contact
• Offer maintenance contracts

If high repeat rate:

• Systemize processes
• Scale offerings
• Build more contracts
• Expand services

Quick Wins

This Week

1. List your last 10 customers - who could return?
2. Create maintenance contract offering
3. Follow up with 3 recent customers
4. Set up customer tracking system

This Month

1. Offer maintenance contracts to 5 customers
2. Create seasonal reminder system
3. Build customer database
4. Start regular follow-ups

Building Repeatable Business Checklist

Systems

• Customer database/tracking
• Reminder system
• Follow-up process
• Contract templates

Offerings

• Maintenance contracts
• Service agreements
• Annual packages
• Priority memberships

Marketing

• Seasonal campaigns
• Customer retention strategy
• Referral program
• Regular communication

Measurement

• Track repeat customer rate
• Track contract renewals
• Measure customer lifetime value
• Review and improve

Key Takeaways

✅ Build maintenance contracts - Predictable income and scheduled work

✅ Target property portfolios - Landlords and property managers = repeat work

✅ Exceptional first service - First job determines if they return

✅ Follow up regularly - Stay in touch, not just when you want work

✅ Create systems - Track customers, set reminders, automate

✅ Offer value - Contracts should benefit both you and customer

✅ Measure results - Track repeat rate and improve

Next Steps

1. Create maintenance contract offering - Start with your most common service
2. Build customer database - Track customers and service dates
3. Set up reminders - Proactive contact for maintenance
4. Offer to existing customers - Start with recent happy customers
5. Measure and improve - Track what works

Remember: Repeatable business is about building relationships and systems. Focus on exceptional service first, then offer maintenance and contracts. Small improvements in repeat business create big improvements in stability and profitability.