CRM & Follow-Up

Stop Losing Customers You Already Earned

You’re not losing customers because your service is bad, you’re losing them because leads slip through the cracks, calls go unanswered, and nobody follows up. A CRM catches every lead, texts them back in seconds, follows up automatically, and quietly re-books the customers you already earned. It pays for itself with one saved job a month.

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73%

Of leads are never contacted at all kixie.com

21x

More likely to qualify a lead if you respond within 5 minutes InsideSales/MIT

78%

Of buyers go with the first business that responds kixie.com

60-70%

Close rate selling to a past customer vs. 5-20% cold Invesp

What It’s Costing You

The Fortune Is in the Follow-Up

Only 27% of leads ever get contacted at all, and up to 73% are never reached. 80% of new leads never become customers, and the number-one reason is poor follow-up: late responses, no nurturing, dropped conversations. Nearly half of salespeople never follow up after the first touch, yet 80% of sales need five or more. You paid, in ads, time, or referrals, to make the phone ring, then let most of those people walk because nobody chased them.

And your best future customers are the ones who already paid you once. Selling to an existing customer closes 60-70% of the time versus 5-20% cold, and reactivating them is 5-7x cheaper than buying a new lead with ads. Most businesses have a goldmine of past customers and dead quotes sitting in a spreadsheet, or worse, in one employee’s phone that walks out the door when they quit. A CRM turns all of it into a single owned asset that works for you automatically.

What We Do

Catch Every Lead. Follow Up on Autopilot.

Here is what each capability below gets you.

Instant Lead Response (Speed-to-Lead)

The second a lead comes in, form, Google ad, Facebook, webchat, the CRM auto-texts and emails them within seconds, 24/7. While your competitor’s lead sits in a voicemail box overnight, yours already got a text back and booked.

More money: responding in under 5 minutes makes you 21x more likely to win the lead; 78% of buyers buy from whoever answers first. More customers: you capture the after-hours and lunch-rush leads competitors let go cold. Automation: zero human effort, nights and weekends included.

Missed-Call Text-Back & Unified Inbox

Miss a call? The CRM instantly texts “Sorry we missed you, what can we help with?” And every channel, calls, SMS, email, webchat, Facebook, Instagram, Google messages, flows into one conversation thread per customer.

More money: recovers revenue you are currently losing to missed calls. More customers: stops the 62% of unanswered callers who otherwise call a competitor. Less headache: nothing gets missed across five apps ever again.

Automated Follow-Up Sequences

Every new lead and every open quote drops into a multi-touch text and email sequence, day 0, day 1, day 3, day 7, that runs until they book or say no.

More money: recovers deals from the ~73% of leads that get zero or one touch; 80% of sales need 5+ follow-ups and now they get them. Automation: persistence runs itself. Lower overhead: frees hours a week of manual “just checking in” chasing.

Database Reactivation Campaigns

The CRM holds every past customer and dead quote, then runs automated “we miss you / time for service / here’s an offer” SMS and email campaigns to the whole list.

More money, the biggest hidden lever: past customers close 60-70% vs. 5-20% cold, so even a small reactivation rate on a list you already own turns into booked jobs. Lower overhead: 5-7x cheaper than new leads. Repeat business from a list that used to die in a spreadsheet.

Visual Pipeline, Booking & Review Automation

A drag-and-drop board of every open opportunity and its dollar value, self-booking with automated reminders, and an auto-review-request text 24-48 hours after every job, all on one owned platform.

More money: no hot quote goes cold, fewer no-shows, and 3-5x more Google reviews within 90 days. More reviews → higher ranking → more inbound leads → more jobs → more reviews. Less headache: one source of truth the business owns, not a departing employee.

One recovered lead, saved missed call, or reactivated customer can be worth more than a month of the plan. One customer a month pays for it, the CRM saves you dozens.

Across Every Industry We Serve

Before & After, In Plain English

Before Top Shelf

Leads and Customers Slipping Away

Home Services: quotes sent and forgotten; the after-hours emergency goes to voicemail and never calls back.

Restaurants & Bars: event inquiries lost in a personal Instagram DM, zero customer list, empty Tuesdays.

Medical & Dental: overdue patients never called back, front desk buried in phone tag, no-shows eat the schedule.

Law Firms: the consult that said “let me think” never hears back, and the retainer sits unsigned for days.

Retail & Local: special orders tracked on sticky notes, best customers never told the new stock landed.

Auto: no service reminders, deferred repairs never followed up, customers drift to the chain down the road.

Salon, Spa & Fitness: no rebooking at checkout, no reminder before the appointment, the chair sits empty at 2pm.

After Top Shelf

Every Lead Caught, Every Customer Re-Booked

Home Services: missed-call text-back and speed-to-lead beat competitors to the after-hours emergency.

Restaurants & Bars: every guest captured; “we miss you” and Trivia Tuesday texts (98% open rate) fill slow nights.

Medical & Dental: automated recall reminders with one-tap rebooking; reactivation pulls back lapsed patients cheaply.

Law Firms: every inquiry followed up in minutes; e-sign intake closes the gap between the yes and the retainer.

Retail & Local: special orders tracked to pickup; “it’s in” texts bring your regulars back through the door.

Auto: service-interval reminders bring cars back; declined-work follow-up recovers pure lost margin.

Salon, Spa & Fitness: rebooking prompts and reminder texts cut no-shows and backfill the openings that appear.

See This Work in Your Industry

A few examples, whatever your business, every plan is custom-built for you.

Home Services You can’t answer the phone from under a sink. See the playbook

Restaurants & Bars Every empty seat is gone forever. See the playbook

Medical & Dental The new patient who gets voicemail books elsewhere. See the playbook

Law Firms The 6pm case signs with whoever answered. See the playbook

Retail & Local They browse your shelves, then buy it on Amazon. See the playbook

Auto The call you miss wrist-deep in an engine. See the playbook

Salon, Spa & Fitness The Saturday no-show you could’ve filled five times. See the playbook

Your Business Don’t see your exact trade? Start here. See the playbook

One Bill vs a Whole Team

Every Piece Is Someone’s Full-Time Job

The work we do is work other businesses pay a whole team to handle. Here’s what it runs to hire it out, versus one bill from us, all under one roof.

What you need	Hire it yourself	With Top Shelf
Answer every call, 24/7	Receptionist: $3,390+/mo (clocks out at 5)	AI answers day & night ✓
Build & maintain your website	Web developer: $1,130+/mo	Built & hosted ✓
Rank in local search	SEO agency: $1,695/mo	Included ✓
Earn & manage reviews	Reputation service: $452/mo	Automated ✓
Follow up every lead	CRM + a VA: $678/mo	On autopilot ✓
Every month	$7,345+/mo, and a stack of logins to juggle	$899/mo, most popular. One bill, one team

Your customers are always yours. One team, one bill. And nobody calls in sick. Get your free audit →

CRM for Every Trade

The follow-up that wins the job looks different in every trade. Here is what the CRM does for yours.

See the questions crm owners ask →

Auto

Medical & Dental

Legal

Real Estate

Salon, Spa & Fitness

Common Questions

Your Follow-Up Questions

What is a CRM, and do I need one if I already have a system?

A CRM is one place that holds every lead and every past customer and follows up with them automatically. Most owners are running on a spreadsheet, sticky notes, or one employee's phone that walks out the door when that person quits. This turns all of it into a single asset the business owns, one that works for you without anyone having to remember. If you have ever lost a quote or forgotten to call someone back, you need one.

How fast does it respond to a new lead?

The moment a lead comes in from a form, a Google ad, Facebook, or your webchat, the CRM texts and emails them back within seconds, day or night. That matters because buyers tend to go with whoever answers first. While a competitor's lead sits in a voicemail box overnight, yours already got a reply and booked. It runs with zero effort from you.

I have a list of old customers doing nothing. Can this bring them back?

Yes, and that list is usually the biggest hidden opportunity you have. The CRM holds every past customer and dead quote and runs automated we miss you and time for service campaigns to the whole list by text and email. Selling to someone who already paid you once is far easier and cheaper than buying a cold lead. Work that used to die in a spreadsheet turns into booked jobs.

Will leads and customers still slip through the cracks?

Stopping that is the whole point of it. A missed call triggers an instant text back, and every channel, your calls, texts, email, webchat, Facebook, Instagram, and Google messages, flows into one thread per customer so nothing hides across five apps. Every new lead and open quote drops into a follow up sequence that runs until they book or say no. You see every open opportunity on one board instead of holding it all in your head.

Is it worth the cost, and how do I start?

It is built to pay for itself with one saved job a month, and most owners are leaving far more than that on the table in missed calls and dead quotes. The CRM is in the Signature plan at $899 a month, with no setup fee and nothing up front. Start with the free follow up audit, where we find the gap between the leads coming in and the ones actually getting answered. You get real numbers whether you work with us or not.

Free. No Obligation. No Pressure.

Get Your Free
Follow-Up Audit

We’ll look at how leads come in, how fast they’re answered, and how many past customers are sitting dormant in your list, and show you exactly where the revenue is gaping, and what catching it adds to your bottom line. Real numbers, whether you work with us or not.

Get My Free Audit → See Pricing

No credit card. No sales pressure. Just clear answers about your business.

Owner's Words

Straight From the Owners

We run the exact platform we sell inside our own home-service companies. This is what it looks like from the owner's seat.

We’re a small crew, so when everyone’s out on a repair the phone used to just ring out. Now every call gets answered and the job’s booked before I’m back in the truck. We’re on the Signature Plan and it fits us perfectly at our size. Top Shelf handles all of it behind the scenes, so I stay on the tools and off the phone.

Your Neighborhood Garage Door Repair Owner

on the Signature Plan

The part that changed everything for me is getting paid. Estimates go out the same day, and I can see exactly what’s owed without digging through anything. We went with the Signature Plan and it’s been worth every dollar. The Top Shelf team stays on top of the whole system so I can focus on the actual work.

T.A.P. Services Owner