In home services, you’re only as good as your last job. Because of this, it’s essential to have a steady stream of return business and glowing customer reviews to keep your company afloat. To create better customer loyalty and repeat business, consider implementing some of the following strategies.
The same consumer may need your services every few years – maybe once a decade. They are not familiar with you or your company, so it is essential to build trust from the very first interaction. Today’s consumer has many service providers to choose from, so how do you ensure they will use your company again?
There are several key strategies that home services businesses can use to create better customer loyalty and repeat business.
Develop a Positive Company Culture
The first step is to develop a positive company culture. Every touchpoint a potential or current customer has with your brand should reflect your company’s values. Your website, social media platforms, email communications, and even the way your employees answer the phone all play a role in shaping customers’ perceptions of your company.
Make Sure You Deliver on Your Promises
It is essential that you deliver on your promises. Over-delivering is just as important as meeting expectations. If you say you will be at a customer’s home at 9 AM, be there at 8:30 AM. If you say the job will take two days, try to finish it in one.
Not only will this leave customers feeling impressed, but it will also give them one less thing to worry about during what is often a stressful time. Exceeding expectations will differentiate your company and turn one-time customers into loyal ones who are more likely to use your services again and recommend you to friends and family members.
Get Personal with Your Marketing
Personalization in your marketing efforts is always a great idea. Studies have shown that when consumers are provided a personalized marketing experience, it increases their chances of purchase.
For you, this might mean segmented your email lists or using marketing automation practices that send the right content to the right customer at the right time.
Focus on Creating Raving Fans
Another strategy for creating loyalty is to focus on creating raving fans – customers who love your company and tell everyone they know about the great experience they had working with you. There are several things you can do to increase the likelihood of turning customers into fans, such as following up after the job is complete, sending handwritten thank-you notes, or sending small gifts during holidays or after a significant event (e.g., a new baby).
Recognizing birthdays or anniversaries is another way to make current and potential customers feel valued.
Don’t Let Your Guard Down
Even if everything has gone well thus far, don’t let your guard down – something could always go wrong. It is essential to have systems in place to quickly address any issues that may arise during or after a job. By being responsive and solving problems quickly, you can turn an unhappy customer into a loyal one who is more likely than ever to use your services again and recommend you to others.
Show your appreciation
Showing appreciation goes a long way in building customer loyalty. Thank customers for their business, send them holiday cards or gifts, or give them a shout-out on social media. Let them know that you appreciate their business and they’ll be more likely to stick with you.
Next Steps
By following these strategies, you can create better customer loyalty and repeat business in the home-services industry. While it is important to focus on acquiring new customers, it is also essential to keep the ones you already have happy – after all, it costs six times more money to acquire a new customer than it does to retain an existing one!
Fostering loyalty among your customer base should be a top priority for any home-services business owner who wants their company to thrive in today’s competitive landscape.
In home services, you’re only as good as your last job. Because of this, it’s essential to have a steady stream of return business and glowing customer reviews to keep your company afloat. To create better customer loyalty and repeat business, consider implementing some of the following strategies.
The same consumer may need your services every few years – maybe once a decade. They are not familiar with you or your company, so it is essential to build trust from the very first interaction. Today’s consumer has many service providers to choose from, so how do you ensure they will use your company again?
There are several key strategies that home services businesses can use to create better customer loyalty and repeat business.
Develop a Positive Company Culture
The first step is to develop a positive company culture. Every touchpoint a potential or current customer has with your brand should reflect your company’s values. Your website, social media platforms, email communications, and even the way your employees answer the phone all play a role in shaping customers’ perceptions of your company.
Make Sure You Deliver on Your Promises
It is essential that you deliver on your promises. Over-delivering is just as important as meeting expectations. If you say you will be at a customer’s home at 9 AM, be there at 8:30 AM. If you say the job will take two days, try to finish it in one.
Not only will this leave customers feeling impressed, but it will also give them one less thing to worry about during what is often a stressful time. Exceeding expectations will differentiate your company and turn one-time customers into loyal ones who are more likely to use your services again and recommend you to friends and family members.
Get Personal with Your Marketing
Personalization in your marketing efforts is always a great idea. Studies have shown that when consumers are provided a personalized marketing experience, it increases their chances of purchase.
For you, this might mean segmented your email lists or using marketing automation practices that send the right content to the right customer at the right time.
Focus on Creating Raving Fans
Another strategy for creating loyalty is to focus on creating raving fans – customers who love your company and tell everyone they know about the great experience they had working with you. There are several things you can do to increase the likelihood of turning customers into fans, such as following up after the job is complete, sending handwritten thank-you notes, or sending small gifts during holidays or after a significant event (e.g., a new baby).
Recognizing birthdays or anniversaries is another way to make current and potential customers feel valued.
Don’t Let Your Guard Down
Even if everything has gone well thus far, don’t let your guard down – something could always go wrong. It is essential to have systems in place to quickly address any issues that may arise during or after a job. By being responsive and solving problems quickly, you can turn an unhappy customer into a loyal one who is more likely than ever to use your services again and recommend you to others.
Show your appreciation
Showing appreciation goes a long way in building customer loyalty. Thank customers for their business, send them holiday cards or gifts, or give them a shout-out on social media. Let them know that you appreciate their business and they’ll be more likely to stick with you.
Next Steps
By following these strategies, you can create better customer loyalty and repeat business in the home-services industry. While it is important to focus on acquiring new customers, it is also essential to keep the ones you already have happy – after all, it costs six times more money to acquire a new customer than it does to retain an existing one!
Fostering loyalty among your customer base should be a top priority for any home-services business owner who wants their company to thrive in today’s competitive landscape.
Published on March 7, 2023
About the Author: Chris Williams
