Guides
A real problem in your business.
The solution, step by step
Marketing, automation and customer success, for your industry. Each guide names one problem, writes out the fix and gives you the words to copy.
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Solution
Moment
Tool
- Why does my clinic's Google Business Profile get views but no calls, and how do I fix it?When a clinic's Google Business Profile views but no calls show up in the Performance report, the profile is being seen but not trusted or not easy to act on. Check the Searches report...NewTemplate to copy
- How do I set up an auto reply to enquiries in Gmail as a tradie?To send an auto reply to enquiries in Gmail, turn on Templates (Settings, See all settings, Advanced), save your reply as a template, then create a filter that matches your enquiry emails...NewTemplate to copy
- Why isn't my physio clinic showing up on Google Maps, and how do I fix it?If your clinic is not showing on Google Maps, check the causes in order: the Business Profile is verified, the category is the most specific one (Physiotherapist), the name has no added...NewTemplate to copy
- Should an abandoned cart email include a discount for a small Australian online store?Not in the first email. Klaviyo advises against an abandoned cart email discount in the first message because it can train customers to abandon carts. Send a plain reminder 2 to 4 hours...NewTemplate to copy
- What should an association do with member survey results so members see something change?Treat member survey results as a to-do list, not a report card. Within a month of closing the survey, group answers into themes, pick one quick win and one or two bigger changes, and tell...NewTemplate to copy
- What is the best way to onboard new SaaS customers with a HubSpot sequence?To onboard new SaaS customers, use a HubSpot sequence for the human side of onboarding. With Sales Hub or Service Hub Professional or Enterprise, go to Sales > Sequences > Create Sequence...NewTemplate to copy
- How can I make people only enter an Intercom Series on a workday?You can't make an Intercom Series wait block count business days: it only offers Wait until a period of time or Wait until specific date. To run an Intercom Series on workdays, open each...NewTemplate to copy
- How do I trigger an alert in HubSpot when a customer's health score drops?When a health score drops far enough to change a customer's health status, HubSpot's customer success workspace logs an alert, under Alerts on the Summary and Actions tabs, and each alert...NewTemplate to copy
- Should I use a wait block or a rule block to delay emails in an Intercom Series?Choosing a wait block or rule block? Use a Wait block for a set gap, such as Wait 3 days after entry, then send. Use a Rules block when the next email depends on what the customer did, with...NewTemplate to copy
- How do I send a welcome message in Intercom when a user signs up?For a welcome message in Intercom, go to Outbound, click + New message and choose Email. Under Rules, set a Dynamic audience with the filter Signed up less than 1 day ago, so only new sign...NewTemplate to copy
- What should a sales to customer success handoff checklist include?A good customer success handoff checklist covers four things: why the customer bought (their pain, goals and how they'll measure success), who's who (stakeholders, roles and influence),...NewTemplate to copy
- How do I automatically create an onboarding ticket in HubSpot when a deal is closed won?To create an onboarding ticket in HubSpot automatically, build a deal-based workflow in Automation > Workflows with a filter trigger of Deal stage is Closed won. Add the CRM action Create...NewTemplate to copy
- How do I create an Intercom workflow to re-engage inactive customers?To re-engage inactive customers, use a Series rather than a single message. Go to Outbound > Series, click + New Series and add an entry rule such as Last seen more than 30 days ago. Send...NewTemplate to copy
- How do I set up a customer health score in HubSpot?To set up a customer health score in HubSpot (Service Hub Professional or Enterprise), go to Service > Customer Success, click the settings icon, open the Health scores tab and click Create...NewTemplate to copy
- How do I set up a HubSpot workflow to contact low-touch customers before their contract auto-renews?Store each customer's renewal date in a date property, then build a HubSpot renewal workflow that uses Delay until a date property with Before date. Create a CSM task 90 days out to review...NewTemplate to copy
- How do I build a repeat purchase flow in Klaviyo so customers reorder before they run out?For a repeat purchase flow in Klaviyo, create a flow triggered by Placed Order, filtered to the product, and time the first reminder a few days before it runs out: Klaviyo's own example is...Template to copy
- What should a dental recall reminder message say in Australia?Keep a dental recall reminder short: the patient's first name, your practice name, that their check-up is due, and one easy way to book, such as a link or phone number. Leave out clinical...Template to copy
- How do I win back lapsed association members by email?To win back lapsed association members, split them by how long they have been gone, then send each group a short, different message. Recent lapses, up to about six months, get a simple...Template to copy
- When should a Klaviyo win-back email go out for a skincare or coffee brand?Send the first Klaviyo win-back email a little after your customers would normally have reordered, not on a fixed 30, 60 or 90 days. Work out your average time between orders in Klaviyo,...Template to copy
- How should a builder communicate a price variation to a homeowner?Explain a price variation to a homeowner in person or by phone first, the same day you know, then send a written variation that describes the change, why it is needed, the price change, any...Template to copy
- What should an accounting firm email clients before tax time in Australia?Send a four-part tax time email sequence. In mid June, a checklist of what to gather. In early July, a note asking clients not to rush, because the ATO says most pre-fill data is in by late...Template to copy
- Can a healthcare clinic in Australia ask patients for Google reviews?Yes, with care. Avant reports that Ahpra has confirmed practices can ask patients to leave ratings on third-party sites such as Google. When you ask patients for Google reviews, ask every...Template to copy
- What should a new member welcome series include in the first 30 days?Build your new member welcome series as five short emails over 30 days, each asking the new member to do one thing: day 0, welcome and log in; day 3, the one benefit most members use first;...Template to copy
- How do I follow up a physio patient who didn't rebook after their first visit?Follow up a physio patient who didn't rebook within a few days, by phone first and text second. Run Cliniko's Patients without upcoming appointments report each week, call anyone seen in...Template to copy
- How do I tell customers their Shopify order is delayed without losing them?When a Shopify order is delayed, tell customers before they have to ask. As soon as you know an order will miss the time you promised, send a short, personal email with the order number,...Template to copy
- How should a small business owner reply to a one-star Google review?Reply to a one-star Google review within a day or two, in four short lines: thank them by name, say sorry for the experience without arguing about fault, give a name and a direct way to...Template to copy
- How do I remind subscription customers before their renewal is charged in Australia?To remind subscription customers before renewal, email about 7 days before the charge and a short SMS 1 to 3 days before, each with the date, the amount in AUD, what is included and a...Template to copy
- How do I set up a post-purchase email flow in Klaviyo for a small Australian online store?Build a post-purchase email flow in Klaviyo triggered by Placed Order, then send three emails: a warm what-happens-next note straight away, an it's-on-its-way note from the brand once the...Template to copy
- How do I set up an automatic quote follow-up in ServiceM8?To set up quote follow-up in ServiceM8, activate the Automation Add-on under Settings > ServiceM8 Add-ons, then go to Settings > Automation and click Edit next to Quote Follow Up. Choose...Template to copy
- What should an accountant send a new client in their first week?Spread the new client welcome over four messages in the first week: a welcome on day 1 confirming the engagement letter and what happens next, a document and ID checklist on day 2, a...Template to copy
- What should the first email in a Klaviyo welcome flow say for a small Australian brand?Send it immediately, from a Klaviyo welcome flow triggered when someone is added to your main Klaviyo list through your signup form. Keep it short: thank them, say who you are in two or...Template to copy
- What should a membership renewal reminder email say for an Australian association?Open every membership renewal reminder email with what the member got from you this year, then make renewing one click. Send four emails: a value recap about 60 days before expiry, a...Template to copy
- What should a physio appointment reminder text say to reduce no-shows?Keep a physio appointment reminder to who, when, where and how to change it: the patient's first name, the practitioner, the day, date and time, the clinic address and a phone number to...Template to copy
- Which customer messages should a small Australian service business automate first?The customer messages to automate first are these three: a quote follow-up two days after a quote goes out, a review request the evening the job is finished, and a rebooking reminder timed...Template to copy
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