Repeat customers are an integral part of any business. As a home services provider, you want to have customers come back to you for any home issue they have. This established relationship costs you less and benefits your overall profit.
Loyal customers offer several benefits to home service providers. This includes reduced marketing costs, increased referrals and a positive reputation for your business.
Loyal customers are four times more likely to refer a friend to a business and five times more likely to buy again. This is a stark contrast from people who haven’t used your business before. Your probability of selling to an existing customer is about 60-70%, while selling to a new customer is 5-20%. Understanding how to retain your customers will help drive business and customer satisfaction.
Tips for Acquiring Repeat Customers
Repeat customers should be the main focus for HVAC, plumbers, carpet cleaners, and electricians alike. Here are 5 easy-to-follow tips to help home service providers get repeat customers.
1. Send Email Reminders
Sending email reminders is a strategy employed by countless home service providers. Many home appliances require repeated servicing. This is often an after-thought of homeowners.
For example, it’s recommended that you have your carpets deep cleaned every 12 to 18 months. Homeowners may be unaware of this, so your reminder will be seen as helpful.
In these emails, you can promote your company and any offers while prompting them to make a service appointment.
2. Follow Up With Customers
Reaching out to customers is critical to ensuring they’re satisfied with your services. Following up is a terrific way to thank customers and get feedback, no matter how confident you may feel about your work. If they’re unsatisfied for any reason, you’ll have the opportunity to make things right. In turn, they will likely use you again in the future.
With your thank you email, you can also include a customer survey. This will give your customers the chance to share their experience, good or bad. You can use this feedback to directly address any customer issues to ensure they aren’t dissatisfied.
If customer feedback reveals you aren’t meeting standards, it could be time to make some big changes.
Following up with customers shows them you appreciate them and care about their experience.
3. Provide Quality Services
This may seem obvious, yet businesses of all sizes and industries overlook it. Businesses are often tempted to cut corners to increase profits, but this can result in poor results for customers.
One of the easiest ways of getting repeat customers is by doing great work. Be sure to implement protocols for your staff to follow to ensure every customer has the same experience. Investing in better equipment and providing more in-depth employee training are other ways to improve the quality of your services.
4. Engage on Social Media
One of the many ways of building trust with customers is to talk to them on social media. You want to make it easy for them to get in touch with you quickly. Along with telephone and email support, we recommend having an active presence on various social media platforms.
Social media allows you to respond to customers’ questions, thank them for compliments and address their concerns quickly and effectively. The latter benefit is critical to building trust and encouraging customers to seek out your services again.
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5. Start a Blog
Blogs are a wonderful way to encourage repeat business while attracting new customers. They can provide helpful information to people searching for services like yours. Providing value to people will set you apart from your competitors and invite new customers to your business.
Your blog can offer helpful plumbing tips, advice on how to lower your electricity bill or anything else that’s relevant to your business. What matters most is that your content actually offers value to the reader. If your content is informative, you can build trust with customers while promoting your brand through shares on social media.
Customers are the lifeline of any home service business. Creating a stable foundation of loyal customers is key to making your brand a staple for that home service. Focusing on these easy-to-follow steps will give you a step above the competition and set you up for long-term success.