Written by “If you want your customers to buy from you, then fall in love with you, you have to court your customer.. yes, court your customer.” – Flavio Martins
So the question is as the owner of a service business, how are you courting your customers? Are homeowners choosing you over other service pros in your area or passing over you? Wherever you fall on the spectrum, there’s always room to do better and nurture and grow your customer relationships further. In this infographic, we’re offering 6 tips to attracting your customers and keeping them.
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6 Ways Homeowners Can Fall In Love With Your Service Business
1. Respond Fast
Homeowners expect real-time responses. They can get easily frustrated if you keep them waiting or out of the loop, which they have probably experienced from at least a few other service pros, so be sure to text or call.
2. Make It Easy
Considering consumers’ high expectations and desire for immediacy, pros who are easy to work with will win over more homeowners than those who aren’t. Provide convenience by quickly emailing estimates, accepting
credit cards or simply being reachable.
3. Be Consistent
Consistency is one of the keys to customer satisfaction and loyalty. It can be easier to capture a new customer, but to keep them, your service and communication need to be the same as their first time working with you.
4. Show Up On Time
Even in today’s connected world, some pros still miss appointments or show up really late. The more customers you have, the harder it can be to keep track of scheduling. A centralized system that keeps all techs updated and sends automated text or email reminders is vital.
5. Provide Updates
Homeowners want to be in the know. If you run into any problems during a project, notify them immediately. If they come across the issue before you alert them, they may lose trust in you. Good or bad, always keep them informed.
6. Begin With Sorry
It’s going to happen sometimes: you let down a customer or you don’t deliver on a promise you made. When you do, begin by saying “Sorry”, add a human touch by being honest and recognizing the problem and finally reassure the homeowner how you’ll make things right.
Got your own strategies for attracting customers and keeping them? Share your ideas in our comments section below.
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Last modified: April 6, 2018
