7 way to make your customers love you!

swrest

New member
  1. Never assume. You may think you know what . But what if you're wrong? The main reason such a high percentage of new businesses fail is because those companies are trying to create demand where there isn’t any, or they're built around untested or unproven ideas that are hard pressed to attract even a small sampling of customers.

    Don’t make the same mistake. Test and start small, and build your product, service or value proposition around the wants, needs and desires of your target customer. Not only will you get a better understanding of customer needs, you’ll be able to identify innovative ways to solve their problems and exceed their expectations.
  2. Always deliver. To win customers back, you need to deliver on time, every time. If a problem arises, inform your customer right away. Explain how you're going to deal with it. Then follow up again -- and again -- to ensure positive results. This also goes for your invoices and any correspondence. You might even create a system to ensure that each task gets completed correctly and is always delivered in a timely fashion.
  1. Personalize loyalty programs. In order to ensure you have a winning loyalty program, you must plan, design and execute it in a systemized way. Plus, you need to show the value of it and continually demonstrate that value to your team. An example of a really big company that does this on a personalized level is Caesars Entertainment, which has mastered the art of programs on a massive scale to drive profit.
    For instance, Caesars knows, down to the penny, just how much its top customers are likely to spend at any of its properties, and what types of activities individual customers prefer when they stay -- be it gaming, dining or taking in a show. This knowledge allows the company to issue customized offers that may be more appealing to Caesars’ best patrons.
  2. Train your staff. Here’s where comes in. Use periodic training sessions to help give your team the skills that are necessary to boost your company’s reputation, trust, empathy, flexibility and verbal communication proficiency. This is vital because each customer contact with your team is an opportunity to build your reputation -- or destroy it.
  3. Say “Thank You.” Sounds obvious, but consider this: When was the last time you received a thank-you note from a company you do business with? Or any notice, other than when a is due? This simple strategy can really make an impact and says a lot about your company and the value you place on customers.
  4. Stay connected. While the frequency may vary, every customer should receive an off-line “touch” at least once per quarter and, with an email or e-newsletter, even more often. For instance, once a week with an “opt-in” message may do the trick. Over time, you can develop a relationship with your customers, especially if your “touches” are information or educationally-oriented and are designed to add value to their experience with you, rather than just as a mechanism for pushing products or services.
  5. Play favorites. are critical to growth, but you must ensure that current or long-standing customers get VIP treatment as well. Nothing is worse for loyal customers than to see products or services they bought at full price discounted to entice new customers. You can turn this around by offering exclusive loyalty programs, deals or specials geared specifically to your best and most loyal customers.
 

swrest

New member
And a big one, REFERRAL bonus!!!! all the way, build it into your business plan, give away all kinds of stuff......cash....cruises.....free services....cash....vacations...... it works and it is lucrative........after all if an existing customer turns ya on to a new opportunity, and ya land it, that is an opportunity you didn't have with out them.
 

Ron Musgraves

Exterior Restoration Specialist
Staff member
I have never tried the prize give away on food places much. Tell us more, maybe and example of how this landed you more work.

And a big one, REFERRAL bonus!!!! all the way, build it into your business plan, give away all kinds of stuff......cash....cruises.....free services....cash....vacations...... it works and it is lucrative........after all if an existing customer turns ya on to a new opportunity, and ya land it, that is an opportunity you didn't have with out them.
 

swrest

New member
I have never tried the prize give away on food places much. Tell us more, maybe and example of how this landed you more work.

Ok....so lets talk about it this way, there are a few genres of restaurant operators, for this thread lets talk about the franchisee, so who is the franchisee, it is you and I, and, of course the guy that opened the Firehouse subs, the Subway, Quiznos or what ever sandwhich shop in your neighborhood, this is a guy that appreciates his $$, holds it tight, loves it and protects it. So how do you get him to buy your service? Well simply selling your service to him may work, but wouldn't it be better to sell to him and all of his friends? Of course it would, but how do you, the contract cleaner know who his friends are, well asking him, he may tell you, but the answer may be just to scattered, so make him focus on the friends that matter, make it worth his while to tell you who his other franchisee friends are by offering incentives, offers, inclusions, and other good stuff, and i am not talking about free pens , iI am leaning towards things that really matter to the franchisee, FREE SERVICES and $$, things that matter to him, things he needs, things he likes. Motivate him to promote your product to his friends, not just cause it makes him looks great that he passed your service on, but make him your sales man, make him you sales rep at the annual franchisee meeting, make it worth his while to promote you at the events that only he gets a Chance to goto, the meetings that no matter what you do , you will just not get into. Let him know that not only will you service his place for free for a while, but that you will send hima a nicel little cruise with his wife for a weekend.

Ok so ya say, cruises cost $$, well not really, there are ways to get paid from the cruise companies to just put on high quaility customers onto thier ships, but that is for a different lesson.
 

Ron Musgraves

Exterior Restoration Specialist
Staff member
Thats good stuff


Ok....so lets talk about it this way, there are a few genres of restaurant operators, for this thread lets talk about the franchisee, so who is the franchisee, it is you and I, and, of course the guy that opened the Firehouse subs, the Subway, Quiznos or what ever sandwhich shop in your neighborhood, this is a guy that appreciates his $$, holds it tight, loves it and protects it. So how do you get him to buy your service? Well simply selling your service to him may work, but wouldn't it be better to sell to him and all of his friends? Of course it would, but how do you, the contract cleaner know who his friends are, well asking him, he may tell you, but the answer may be just to scattered, so make him focus on the friends that matter, make it worth his while to tell you who his other franchisee friends are by offering incentives, offers, inclusions, and other good stuff, and i am not talking about free pens , iI am leaning towards things that really matter to the franchisee, FREE SERVICES and $$, things that matter to him, things he needs, things he likes. Motivate him to promote your product to his friends, not just cause it makes him looks great that he passed your service on, but make him your sales man, make him you sales rep at the annual franchisee meeting, make it worth his while to promote you at the events that only he gets a Chance to goto, the meetings that no matter what you do , you will just not get into. Let him know that not only will you service his place for free for a while, but that you will send hima a nicel little cruise with his wife for a weekend.

Ok so ya say, cruises cost $$, well not really, there are ways to get paid from the cruise companies to just put on high quaility customers onto thier ships, but that is for a different lesson.
 
This is great insight! I love how much one can learn just from ready from you veterans in the pressure washing industry. I plan on taking all this knowledge and putting it to work in my business, thanks guys
 

junker1

Roundtable Host 2009
Ok....so lets talk about it this way, there are a few genres of restaurant operators, for this thread lets talk about the franchisee, so who is the franchisee, it is you and I, and, of course the guy that opened the Firehouse subs, the Subway, Quiznos or what ever sandwhich shop in your neighborhood, this is a guy that appreciates his $$, holds it tight, loves it and protects it. So how do you get him to buy your service? Well simply selling your service to him may work, but wouldn't it be better to sell to him and all of his friends? Of course it would, but how do you, the contract cleaner know who his friends are, well asking him, he may tell you, but the answer may be just to scattered, so make him focus on the friends that matter, make it worth his while to tell you who his other franchisee friends are by offering incentives, offers, inclusions, and other good stuff, and i am not talking about free pens , iI am leaning towards things that really matter to the franchisee, FREE SERVICES and $$, things that matter to him, things he needs, things he likes. Motivate him to promote your product to his friends, not just cause it makes him looks great that he passed your service on, but make him your sales man, make him you sales rep at the annual franchisee meeting, make it worth his while to promote you at the events that only he gets a Chance to goto, the meetings that no matter what you do , you will just not get into. Let him know that not only will you service his place for free for a while, but that you will send hima a nicel little cruise with his wife for a weekend.

Ok so ya say, cruises cost $$, well not really, there are ways to get paid from the cruise companies to just put on high quaility customers onto thier ships, but that is for a different lesson.

Please , break it down for me, the owner operator. no names or locations need to be named but What is an actual scenario you have used and what was the price breakdowns. What was the outcome after you gave him the cash and incentives.
 

Christopher

Moderator
I think he is out of this line of work due to health issues years ago, some people mentioned he was selling everything due to health issues so probably no more comments or info from him.
 

DunRite

New member
Id like to hear more about the "referal cash incentives"

Please provide an example of a cruise give away or something similar
 

junker1

Roundtable Host 2009
I hate the fact that I never look at the dates of these threads. That being said I would like to hear from someone else that has real world experience doing this type of marketing/networking.
 

DunRite

New member
I hate the fact that I never look at the dates of these threads. That being said I would like to hear from someone else that has real world experience doing this type of marketing/networking.

I just looked at the dates after reading your post Steve.lol
 

Terry Mc Kenna

New member
I knew a carpet distributor that would take store managers on a vacation every year. Did it increase loyalty and purchases Yes...
All you need to do think of something (use someones else idea) and implement it to your situation. You don't have to give free cruises. Some times a quick phone call or drop in to talk to your customer is all it takes. It is nice to be nice. Manners still goes a long way.
If you want to implement something. When you drop in bring a small gift thank them for their continued support of your business, tell them it means a lot to you and that you have been meaning to drop in for a while. Chit chat some ask is your service still up to scratch? Are you missing anything? can you improve on the standard? (this will help you build loyalty - as they see you are truly trying to improve your service and want them to be happy with the work you do). Then ask if they know of a friend that that may be of need of the same service that you do for them. Now until you get this down to a fine art you NEED to be very specific when asking for the referral. If this is a restaurant (franchise) that you clean ask do you know any other owners of XXX restaurant locally that may be in need of our service. Most owners franchise or not talk to other owners. If this is a gas station same thing do you know another gas station that needs our service.... etc....
 

junker1

Roundtable Host 2009
I need to ask, how much do give away to a 1200 dollar a year customer ? certainly not a cruise right ? a sweatshirt or hoodie with your logo ya, but 4 or 5 hundred worth of freebies is insane.
 

Doug Rucker

Roundtable Host 2009
I need to ask, how much do give away to a 1200 dollar a year customer ? certainly not a cruise right ? a sweatshirt or hoodie with your logo ya, but 4 or 5 hundred worth of freebies is insane.

50$ to 100$ gift cards is what I usually give...or free services.....had a customer call the other day that has spent some good money with us the last few years. Needed the driveway, pool deck, patios washed down of mud after the floods we had here....it was a "No charge" thank you for their past business....they were like "WOW, thank you so much"
 

clean2be

New member
I washed a home which was just a window cleaning customer after the previous Cleaning company washed it and left dried solution all over it.

I washed it for free and along with gaining the customers business for pressure washing, I've gained 4 customers by recommendation.

I initially lost approximately 400.00 on that job however, I've gained thousands since then!!!

Mike
 
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