Local businesses in the home service industry face a variety of challenges. From improving visibility to retaining customers, there’s no time to rest.
It’s one thing to devise a strategy to acquire new customers, but another thing entirely to implement a plan for retaining those that you already have.
Here’s an interesting statistic shared by Hüify:
Acquiring a new customer is five times as expensive as retaining an existing customer.
With this statistic in mind, doesn’t it make sense to focus more resources on customer retention?
As a home service business, here are three simple steps you can take to retain customers:
1. Provide Superior Customer Service
Without a dedication to customer service, you’re sure to scare off loyal customers every now and again.
They worry that you won’t do what’s best for them. They worry that you won’t make things right if something goes wrong. They have concerns about asking questions, as they don’t want to be ignored.
Everyone on your team – and that means everyone – should dedicate themselves to providing superior customer service.
2. Reward Loyalty
Don’t assume that your customers will come back in the future. Instead, give them a reason to do so.
For example, if you own an HVAC company, send coupons at the beginning of each season for a maintenance checkup. Not only does this help drive business, but it also gives the customer reason to come back to you, as opposed to contacting a competitor.
Loyal customers are the best customers, so you want to treat them as such.
3. Stay in Touch
Out of sight, out of mind. Don’t let this saying ring true in your company.
There are many ways to stay in touch with customers, including but not limited to:
- Email marketing
- Direct mail
- Social media
If you let your customers forget about you, they’re more likely to shop around the next time they require service. Do whatever it takes to stay fresh in their mind.
For more insights on marketing strategy that actually works for small business, connect with Jay Bean, Founder of FreshLime and Small Business Marketing Expert on LinkedIn and Twitter. If any of these tips have helped you or if you have anything to add, please comment below. We’d love to hear from you!