While it’s important to market to new customers, it’s just as important to maintain connections with existing ones. Finding a new customer can cost at least five times as much as retaining an existing customer. Consider all the time and money you put into finding new jobs, walking homeowners through the process and gaining their trust. Could you be using some of it to keep existing customers happy? After all, satisfied homeowners are more likely to refer friends and family to your business.
Consider these tips for retaining existing customers and making the most of their referrals.
1. Ask for Feedback and Follow Up on Complaints
The key to keeping your customers happy is to provide great customer service from the start. Ensure you are keeping them informed and answering all their questions from the first day of your project to the last. Make sure they are comfortable with the processes and materials; you could even meet them at an ABC Supply Solution Center to review samples.
But how do you know you’re putting your best foot forward if you don’t ask? Asking customers for their feedback can be as simple as placing a phone call to see how they are enjoying their remodel or sending a survey prompting them to rate your service.
If a customer shares a complaint or posts a negative online review, don’t ignore it; you haven’t lost this customer yet. Take their complaints and suggestions into consideration and let them know how you will make their next time working with you even better. Showing you genuinely care can turn their negative situation into a positive experience.
If a customer provides positive feedback, make the most of it by using their comments in your marketing. With their permission, add their testimonials to your service to your flyers or website. Or simply ask customers to share their positive experiences with their friends and family who may need a contractor in the future.
One study found that 92 percent of people trust referrals from friends and family, more than any other type of marketing. Keeping your customers happy can lead to even more business through trusty word-of-mouth recommendations.
3. Provide Incentives for Repeat Customers and Referrals
Want to give your customers an extra nudge to come back or refer friends to your business? Consider offering incentives, like providing a discount at the project’s end on a future project or when they refer a friend.
When the referrals start rolling in, have a plan for how to manage them. You’ll want to follow up on referrals quickly and efficiently, so you don’t miss the chance to gain a new customer.
Make the most of your current customer base by keeping your customers coming back and bringing their friends with them. Learn more tips for increasing your business on our blog.