What do you do for customer service?
I am sure you have all heard that it costs more to gain a new customer over retaining an existing customer?
Did you know that research has shown it cost 6 to 7 times more to gain a new customer than to retain an existing customer. These studies also show the probability of selling to a previous customer is 60-70% vs 5-20% for a new customer.
Shouldn’t you do something about this? Are you allocating the majority of your time to seek new customers and forgetting to focus on those you already have?
Here are some simple strategies that you should be using in your business:
Gifts - Are you providing customers who meet a minimum spend a free spotter so they can look after small spills themselves? The bottles can even be branded so they don’t forget your name or how to get in contact with you. Also a small container or bag of lollies left at the end of the job is a great touch.
Follow ups - Are you staff contacting the customer to ensure they were happy with the service? Are you adding them to a recall list so you remind them their carpets are due for cleaning?
Testimonials - Are you offering incentives to provide customer testimonials for your business? This doesn’t have to cost you money. Eg maybe you clean the carpets for the local cinema and they provide you with some complimentary movie tickets which you can then pass on to your other valued customers.
Feedback - Are you providing customers with an easy method to provide feedback and even providing them with incentive to do so, possibly go into the monthly draw to win a gift card?
Discount/vouchers - Are you providing discounts or vouchers for loyal customers?
There are many operators in this industry and it is a highly competitive market, don’t think you can gain new business by getting into a price war with your competition. We can teach you how to sell your business, your staff and the services you provide and take the focus away from price.
With over 20 years’ experience industry and building one of the largest cleaning and restoration companies in the South East Queensland we can help by working with you implement and manage your customer service strategy, get in touch with via our website.