Take a moment to think about all the different places your work comes from. Perhaps it’s a mix of enquiries from Quotatis, word-of-mouth and advertising through social media. But what about repeat business from your customers?
It’s likely that a good percentage of your business comes from customers you’ve already done work for. But how much money do you spend on engaging with these customers in comparison with the money you spend on looking for new customers?
The truth is, you shouldn’t forget about your loyal customers. Once you’ve done work for a client, they’re much more likely to keep you in mind for anything else they need to have done in the future.
Previous clients will:
- Cost you less to close a sale
- Buy quicker than new customers
- Recommend you to new clients
- Spend more with you since they know and trust your services
So don’t forget to nurture your previous clients. Here are 5 ways you can encourage repeat business from your customers.
1. Reach out to them
Make sure you keep in contact with your old clients. Don’t wait for them to call you with work they want doing, as they might forget you! A simple way of doing this is asking for their email addresses when you do work for them and adding them to a newsletter list.
Send out a quarterly email with things you’ve been up to and useful information and it will keep your customers engaged.
2. Don’t be afraid to use print
We all love to get post. So once or twice a year, send out a printed newsletter. It will remind customers of the good work you did and they can pass it on to family or friends as a way to recommend your services.
3. Educate them
Your printed and email newsletters should contain useful articles about things that matter to your clients. If you’re a boiler company, write articles about the important of getting your boiler serviced or the warning signs that your boiler is going wrong.
You don’t always have to try to sell your product to generate repeat business. Offering useful advice to your customers shows that you have authority in your trade, which encourages customers to choose you over another company they don’t know as well.
4. Send greetings cards
It’s always worth sending a Christmas card to previous customers to help remind them that you’re still around. Lots of people draw up New Year’s Resolutions around home improvements, so it’s a good time to reach out to your clients and show them you’re there to help.
5. Call them!
Don’t be afraid to pick up the phone and call your previous clients. It might be worth phoning them if you’re working in their area in case they’d like a quote for a job.
And giving customer care calls works really well – ask your customer how everything is going after you’ve completed the work. If they’re happy, they’re more likely to recommend you to friends and come back to you for another project. And if they’re not happy, you’ve got the chance to rectify the problem and turn a bad experience around to a good one.
Don’t forget that your previous customers are key to getting repeat business. If you keep in touch with them and remind them of your services, you’ll have happy customers coming back for years.