# 🔄 Repeat Hire Retention Workflows
*Susan | Wed 26 Feb 2026 | POST-LAUNCH — Triggered after contractor rates a worker*

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## The Gap

After a contractor hires a worker, completes the job, and leaves a positive rating — **nothing happens.** The contractor has to remember RateRight exists next time they need someone. If they don't come back within 30 days, we've lost them to habit (calling their old contacts, going back to agencies).

Repeat hires are FREE revenue — the contractor already trusts the platform, already knows a good worker. The only cost is a $50 connection fee, and they already know it's worth it. We just need to remind them.

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## TRIGGER: Contractor Rates Worker 4+ Stars

### Workflow A: Immediate Post-Rating (Same Day)

**SMS — Sent automatically after 4-5 star rating:**

> *G'day [contractor_name], glad [worker_name] worked out. Good news — next time you need a [trade], you can rehire [worker_first] directly from your dashboard. Same bloke, no searching. Or if you need a different trade, you've got the whole pool. — RateRight*

**Timing:** 2 hours after rating submitted (gives time for the rating to feel settled, not rushed)

**Don't send if:** Rating is 1-3 stars (different workflow — see Workflow D below)

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### Workflow B: The "Next Job" Nudge (Day 7)

**SMS — One week after a completed hire:**

> *Hey [contractor_name], how's the crew going? If you need another [trade] or a different skill on site, your matches are ready. Same deal — $50, one-off. rateright.com.au/dashboard — RateRight*

**Purpose:** Catch the weekly hiring cycle. Many contractors hire week-to-week for project labour. If they hired Monday, they're planning next Monday's crew by Friday.

**Don't send if:** Contractor has already posted a new job (they're already engaged)

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### Workflow C: The "Project Pipeline" Check-In (Day 21)

**Email — Three weeks after completed hire:**

**Subject: Need more hands on site, [contractor_name]?**

> G'day [contractor_name],
>
> Quick check-in. You hired [worker_name] through RateRight a few weeks back — hope they're still going well.
>
> If you've got more work coming up, a few things worth knowing:
>
> - **Rehire [worker_first]** — one tap from your dashboard, no new fee if they're still on your crew
> - **Try a different trade** — your next hire is still just $50
> - **Your workers build ratings** — the more you hire through RateRight, the better your matches get. Other contractors' ratings help you find reliable people faster.
>
> No subscription, no lock-in. Just $50 whenever you need someone.
>
> Cheers,
> Michael
> RateRight | rateright.com.au

**Key line: "No new fee if they're still on your crew."** This reinforces the unlimited duration value prop. They paid $50 once — that worker is theirs as long as they want.

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### Workflow D: Low Rating Recovery (Rating 1-3 Stars)

**SMS — Sent after 1-3 star rating:**

> *Hey [contractor_name], sorry to hear that hire didn't work out. Your feedback helps — we use it to improve matches for everyone. Want us to find you a better match? No extra charge for the replacement. rateright.com.au/dashboard — RateRight*

**Purpose:** Don't let a bad experience be the last experience. The money-back guarantee applies to no-shows, but even for poor performance, offering a replacement keeps them on the platform.

**Follow-up (Day 3, if no new job posted):**

> *[contractor_name], just checking — did you find someone for that role? Happy to help match you with a higher-rated [trade] in your area. — RateRight*

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## INTEGRATION INTO EXISTING SEQUENCES

### Addition to Post-Call Follow-Up Sequences

**Add to Section A (Email Sequence), Touch 3 — Day 7 value-add email:**

Insert this paragraph after the cost comparison:

> *One more thing — when you hire through RateRight and rate the worker afterwards, your feedback does two things. First, it helps the next contractor who's looking at the same worker. Second, it tells us what matters to you, so your next match is better. The more the platform gets used, the smarter the matching gets.*

**Add to objection handling cheat sheet:**

| Objection | Response |
|-----------|----------|
| "What if I want the same worker again?" | *"You can rehire them straight from your dashboard. One tap. And because you've already paid the $50 connection fee, there's no extra charge — that worker is yours for as long as you want them."* |
| "What if the worker's no good?" | *"You rate them honestly. If they no-show, money-back guarantee. If they're just not great, your rating helps other contractors avoid the same issue — and we'll match you with someone better-rated. No extra charge for the replacement."* |

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## LIFECYCLE MESSAGING CALENDAR

| Day | Trigger | Channel | Message |
|-----|---------|---------|---------|
| 0 | Hire confirmed | SMS | Welcome + "here's your worker's contact" |
| 0 | Payment confirmed | Email | Receipt + dashboard link |
| Day 3 | — | SMS | "How's [worker] going? Rate them when you're ready" |
| Day 7 | After positive rating | SMS | Workflow B — "Need another [trade]?" |
| Day 7 | After negative rating | SMS | Workflow D — replacement offer |
| Day 14 | No new activity | SMS | "Got more work coming up?" |
| Day 21 | No new activity | Email | Workflow C — project pipeline check-in |
| Day 30 | No new activity | SMS | Final nudge then monthly nurture |
| Monthly | Nurture | Email | Market intel, hiring tips, platform updates |

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## METRICS TO TRACK

| Metric | Target | Why |
|--------|--------|-----|
| Repeat hire rate | 30%+ within 30 days | If a contractor hires once and comes back, the model works |
| Time to second hire | <14 days | Faster = stickier |
| Rating completion rate | 60%+ | Ratings are the flywheel — no ratings, no matching improvement |
| Rehire same worker rate | 20%+ | Proves the "lifetime connection" value prop |
| Recovery rate (post bad rating) | 40%+ try again | Shows we handle problems well |

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## WHAT BUILDER NEEDS TO BUILD

These workflows require automated triggers. Currently the app has no post-rating automation.

| Feature | Priority | Description |
|---------|----------|-------------|
| **Post-rating webhook/trigger** | 🔴 High | When rating submitted, fire event with score + match details |
| **Automated SMS on trigger** | 🔴 High | Send templated SMS based on rating score (4-5 vs 1-3) |
| **"Rehire" button on dashboard** | 🟡 Medium | One-tap rehire for previously hired workers |
| **Activity tracking** | 🟡 Medium | Know if contractor posted new job (suppress nudge if active) |
| **Email automation** | 🟢 Low (can be manual initially) | Day 21 email can be Susan-triggered via CRM initially |

**For launch:** Workflows A and D (post-rating SMS) are highest impact. The rest can be manual initially — Susan monitors ratings via Supabase query and triggers follow-ups manually.

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## CHALLENGE NOTE

This is pre-launch prep for a post-launch problem. We have zero confirmed real contractors making hires yet. These workflows matter for retention AFTER we get first real users — which requires:
1. Michael approving the 5 warm calls (Day 4+ waiting)
2. Confirming whether current app data is real or test
3. Worker acquisition actually happening

Building the messaging now is fine (quiet hours, low cost). But this doesn't move the needle until humans are using the platform.

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*All messages are drafts. Automated sending requires Builder implementation. Manual fallback: Susan queries Supabase for new ratings each heartbeat and drafts follow-ups.*