Every business owner dreams of being booked out and having a line of clients waiting to schedule your services, but sadly, that’s often not the case.
Dry spells in businesses – especially local home service ones – are real, but having repeat customers helps to take some of the pressure off while you hunt for new clients.
If you’re struggling with earning repeat business or are looking for ways to set this up in a future business, keep reading. In this guide, we’re discussing the importance of repeat business and sharing 8 ways you can earn repeat customers for your home service company.
The Importance of Repeat Business
We’ve all heard of the “feast or famine” cycle in business, and anyone who’s experienced it knows how brutal it can be.
Repeat business takes the guesswork out of knowing when you’re going to find your next client, but there are also other benefits to having a loyal following.
First, repeat customers are easier to sell to and get to spend more money since loyal customers trust you and your brand. They’ve worked with you before and know the type of work you do, so marketing your services or new or higher products to them will be easier than trying to add new clients to your roster.
But, repeat customers can also be responsible for bringing those new clients on board.
New customers cost more to attain, but current customers can market your services for free by telling those they know about you and your business. This is called “word of mouth marketing” and is basically free advertisement – you no longer need to spend so much money marketing your home service business!
8 Ways to Gain Loyal Clients
Struggling to find repeat business? Here are 8 ways to keep current customers happy and coming back.
1. Do Good Work
It goes without saying that the number one way to earn repeat business is by doing good work in the first place.
Treat every client as if they’re the first client you’ve ever had to keep them coming back time and time again.
Whether you’re in your first year of business or your tenth, keep these elements in mind as you carry out every service contract to help you earn repeat business:
- Communicate effectively with each client.
- Do your best to keep your services convenient.
- Ensure customer satisfaction.
- Perform your job wisely and effectively.
- Offer high-quality services or products.
Not only will doing good work keep current customers satisfied and returning, but this will also help you earn new customers through word of mouth marketing since happy customers are more willing to share their experience with those they know.
2. Prioritize Customer Service
Next after doing good work comes prioritizing customer service in order to gain repeat customers.
Prioritize customer service and satisfaction as you work with each client by listening to their needs and acting on them effectively. Treat each customer with respect and ask for feedback at the end of every job so you can find areas of improvement for even better customer satisfaction next time around.
The happier you make your clients and the more you make them feel heard and seen, the more returning (and new) customers you’ll earn.
3. Use Lead Gen Software
Before you can gain repeat customers you must know who to target in the first place. Modern software, like Cole Information, makes it possible to target the right clients that can benefit from your services in your community by generating a real-time contact sheet.
With lead generation software, you’ll have access to hundreds, maybe thousands, of prospective clients along with information about their homes and their contact methods to add to your campaigns.
4. Offer Loyalty Programs or Incentives
One of the highly effective ways for earning repeat customers is by having a loyalty program or incentive in place. This makes it worth the customer’s time to come back to your business since they’ll be rewarded for it.
The best type of incentive to offer in your loyalty program is some kind of point system or discount off your services. This will entice customers to return and buy from you since everyone is constantly looking for ways to save money.
5. Communicate, Communicate, Communicate!
Picture this: you’re at home and your refrigerator breaks. You call the local technician to come out and repair it. He visits your home, diagnoses a problem, says he will order the part to repair your fridge, and then… silence.
Sounds frustrating, doesn’t it?
Lack of communication is one of the most common reasons for customers not returning to your business.
It goes into prioritizing customer satisfaction, but communication deserves its own number on the list since it’s a big deal in every service contract.
Remember to always communicate openly and honestly with every customer you work with so they stay in the loop during their project, but more importantly, come to trust you.
Communication earns trust between the customer and your business, which is a highly effective tactic for gaining repeat business. If customers feel like they can trust you and your word, then they won’t have a reason not to work with you.
6. Include Convenience
No one wants to feel like they have to jump through hurdle after hurdle when working with a business.
Implementing convenience in areas like scheduling, payment, and flexibility in working times will majorly increase your customer satisfaction ratings and make for a positive customer experience, all of which helps you earn repeat business.
7. Stay In Touch Through Email
Of course, not all repeat business comes from work and customer satisfaction. Sometimes repeat work comes from staying fresh in clients’ minds by reminding them of your business and services.
Stay in touch with your previous and current customers through email with an email marketing strategy. Send out reminders, advertise new reads on your blog, or promote specials to attract more business with a call to action at the end of every email encouraging readers to schedule your services.
For example, an HVAC company could send out spring and fall reminders for homeowners to have their unit checked out before the major seasons with a call to action button at the end of the message directing readers to your scheduling calendar.
8. Engage on Social Media
Similar to email, stay active on your social media channels to constantly remind customers about your brand and services. Engage with clients by responding to comments or DMs, posting educational videos, or promotional content that encourages readers to pencil you in.
