The Past-Client Playbook: Referrals and Reviews
For PI firm owners. You already won these cases. The clients who trust you most know other people who get hurt, and they call the firm whose name they remember. This playbook shows the exact sequence to turn them into referrals, 5-star reviews, and repeat matters, the cheapest new business a firm can get.
What is inside
A 4-step sequence that earns the review, then the referral, then keeps you top of mind for when someone they know gets hurt.
- Why past clients are your best source of new appointments: referral close rates, lifetime value, and the cost of going silent after settlement
- When to reach out: timing it to the win so the ask lands warm, not tone-deaf
- Step 1 - thank and close the loop: the voice call and text recap that surface complaints before they become 1-star reviews
- Step 2 - the review ask: the exact text with a direct Google link, and why you only get one shot at asking warm
- Step 3 - the referral ask: the email that makes you the firm they send people to, with the words that work
- Step 4 - the stay-in-touch loop: the light quarterly check-in that keeps your name in their head for the referral that comes next year
- Compliance guardrails: attorney solicitation rules, TCPA windows, DNC scrubs, opt-out rules, and bot disclosure
Why give the whole thing away? Most firms read it and decide they would rather have us run it than work it themselves. The ones who run it themselves never needed us. We only want to work with firms that actually want the help.
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Download the playbook (PDF)Learn more about past-client outreach
This playbook covers the past-client sequence. See past-client outreach for PI firms for how BookedBack runs this for you, and the lead reactivation playbook for working older unconverted leads.
Ready to have BookedBack run the past-client sequence on your file list? Start a pilot. Your first appointment that shows up is free.
We run the full past-client sequence across AI voice, email, and text. We thank, ask for reviews, ask for referrals, and keep you top of mind on a quarterly loop. Your first appointment that shows up is free. After that, about $50 to $300 per appointment that shows. No setup fee.
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