Think Fast: 3 Tactics to Increase Customer Retention
Did you know that loyal customers are more valuable to your HVAC, plumbing, and electrical companies than new customers? It’s true! An article that appeared in Entrepreneur stated “even research has shown that loyal customers are worth up to 10 times the value of their first purchase.”
When it comes to building and maintaining a loyal customer base, time is of the essence. Check out these three fast-acting customer retention tactics that will have your service company growing in no time.
As you implement these ideas, remember that a quick response time is key.
Whether it’s sending a thank-you gift, responding to a phone call, or addressing feedback from a survey, response time is critical. Make sure to express your thanks for their business both at the work site and a few days after the job is finished. If a customer has a complaint, quickly contacting them to address the concern can help rescue the relationship or neutralize a negative situation.
• Be Creative
If you really want to stand out from the crowd in a competitive market, you’ve got to think outside the box when it comes to wooing your customers. You could have the most experienced staff in your area, but at the end of a service transaction, if the customer isn’t left feeling some kind of emotional connection, they may hire someone else for the job next time.
In today’s world, consumers not only want a quality service and product, they also want an experience that leaves them feeling valued and satisfied. Instead of handing them a branded pen after you leave the worksite, what if you sent them freshly-baked cookies a couple days after you’ve completed the work, when they least expect it? Talk about a creative way to show your appreciation and spur some positive online reviews and social media buzz!
People never forget how you make them feel, so make them feel special and watch their loyalty to your company grow.
• Be Compassionate
When clients feel they’ve gained an emotional connection to your company as a result of a service call that went above and beyond, they’ll remember that next time they need to call on a home service company. If you not only provide a service and give them a resolution to their problem, but also go a step further to really show interest in their unique situation and individuality as a client, there’s a good chance that client is going to turn into a repeat customer.
At the end of the day, consumers want to feel they have been heard and understood, and they want to feel appreciated for their business. Actually completing the service for them is only half of the consumer experience. Don’t forget the other half, which is showing your appreciation for their business! Simply being compassionate and kind in your disposition with your clients goes a long way.
When clients feel they’re in good and capable hands and are treated kindly by knowledgeable contractors, chances are they’ll save your marketing budget by giving you free word-of-mouth advertising to all their friends and family, allowing you to allocate that money toward bettering you products and services.
• Be Consistent
When it comes to the customer’s journey with your company, it’s imperative for customer retention that they get the same experience each time they interact with you. Consistency is key! If you send a follow-up survey to a customer the first time you finish a service call for them, make sure you send one the fifth time you finish a service call, as well.
You should also consistently follow up with every single customer, not just the high-paying ones. Every customer, regardless of the invoice amount, has an equal ability to share their experience with others — either promoting your business or possibly hurting your name if they had an unpleasant interaction. In fact, many of your regular service customers may need an HVAC replacement in the future, moving them into the big-ticket category. It’s critical to consistently delight every customer in a meaningful way.
In the same way, you might thrive in the comfort of practicing the same morning routine day after day, consumers also enjoy knowing exactly what to expect when they interact with your company.
See for Yourself!
The professionals at To Your Success have been streamlining the customer care process for 20 years, focusing on unique strategies to help companies successfully increase customer retention rates. See for yourself how To Your Success helped E. Smith Heating and Air boost customer retention.