Contractor Software. 5 Tips for Nurturing Your Customers
August 5, 2014 | By itadmin |
It’s a proven fact that it’s easier up to 500% cheaper to keep the customers you have rather than to go out and find new customers. Many contractors who assume a customer is a one-time sale, or have moved away from nurturing customers and focusing customer service are finding out the hard way just how expensive this approach can be.
A few years ago I was chatting with the CEO of an established, local roofing company in a storm damage market. The company had installed more than 30,000 roofs in their local area, but was having a hard time getting new customers. I asked “when a hail storm hits, how do you communicate with your customers?” The owner replied, “well, we don’t really have any customers, we are just out trying to get new business like everyone else”. This is a classic mistake made by contractors. Once a large project is finished it’s easy to assume that’s it. But, past customers are an excellent source of repeat and referral business. Here are 5 simple tips for turning a one-time job into a customer for life using the power of the MaxCon Contractor Software.
According to the Huffington Post only one third of Americans believe that most people can be trusted. In construction trust is a real issue, so it’s important to work hard to gain your customer’s trust. A great way to do this is to be honest and transparent. Some contractors believe in telling customers what they want to hear, but don’t give in. By being straightforward, the benefit of the credibility you gain will go along way with people wanting to do business with you time and time again.
Do Good Work
As a contractor, doing quality work should go without saying. But, these days with workmanship and quality becoming a rarity, being quality focused is a great way to set yourself apart from your competition, get more referrals and nurture customer relationships. Once the job is done, asking customers for testimonials is a great way to communicate your value to other potential customers. A great way to track the sales funnel, production managements and customer service is by utilizing a cloud based contractor software designed by contractors for contractors.
Say Thank You
This one is super simple, easy and is something customers remember, often for years to come. Once a job is done, pop a handwritten thank you note in the mail thanking your customer for the opportunity to work for them. Make sure to sign the card personally. While it’s okay to include a business card, or refrigerator magnet card with your thank you note, make the thank you note about the customer. Don’t get overly promotional. Just say “thanks” for the opportunity.
Keep in Touch using a Contractor Software tracking system
Follow up during the job and after the job is done is a great way to nurture customer relationships. Here at MaxCon clients are always telling us how easy our contractor software makes it to stay in touch with customers. Once you finish a job, use your contractor software to keep track of your customers. Check in with them periodically and you’ll be rewarded with a gold mine of repeat and referral business. Keeping track of communications with in your organization can be well documents per client file using the MaxCon Contractor Software so no client gets left behind and new referral gets burned again.
Go the Extra Mile
If you’ve ever heard the adage “under promise and over deliver” this is exactly what going the extra mile is all about, doing more than you promised. In a world where customer service has been abandoned doing small things to show customers you care is especially appreciated. The key to success is to figure out the small things that mean a lot to you customer and make sure to do them. From leaving a job site clean to bringing the homeowner flowers once a job is completed, the small things can make a big difference. The contractor software from MaxCon is a great way to keep track of what needs to be done for each customer. Keep your jobs on track and always ensure that you are going above and beyond for every customer.