How to Create Repeat Customers in 5 Simple Steps [video]
It’s that time of year… The birds are chirping, the flowers are blooming, and you are so busy with jobs that you can’t even think straight! You may not be thinking about next year’s clients, but right now is the best time for you to be creating repeat customers. Now is the time where you can ensure that your client who just ordered a backyard landscape design project will call you when they want their front yard done in a few years!
1) Pick Up the Phone!
What happens when someone calls you? Do you answer on the 2nd ring every time or does your phone go to voicemail? If you are letting your calls go to voicemail, you are probably losing out on a lot of jobs. I hate to say it, but people aren’t going to leave a voicemail and hope you call back. Chances are, they are going to get on Google and find someone else.
If you can’t be there to pick up the phone during work hours, you need to hire a receptionist or receptionist call service. We use CallRuby to make sure the phone is always answered and it has been 100% worth the price because now, we never miss out on customers when they call. If you want to give CallRuby a try, use promo code RAMBLIN at https://www.callruby.com/ramblin/ and save $75 off your first month.
2) Lay Out Your Process
Once a customer has called you and scheduled an appointment, you will want to walk them through your process. What are the next steps? Do they get a free quote and then their landscape will be designed? No matter what your process is, you need to make sure that the customer knows exactly what they are getting into.
Having a process not only makes the customer feel like they are a part of something and not left in the dark, but it can make you look more professional. Having a defined process shows that you’ve been through this before and know what you are doing and will build trust in your customer.
3) Arrive On-Time + Prepared for the Job
It may sound cliche, but time is the most valuable thing we have. People hate when you waste their time, so if you set a time window for arrival, show up during that time window and even think about giving your customer a call when you are on your way. And when you get there, make sure you are prepared!
I recently bought a house and needed some work done on my gutters. I hired someone to come out and they were on time and very friendly, but they weren’t prepared… On the job, the guy fixing my gutters asked me if I had an allen wrench. I had one, of course, but why should I be providing you with tools? Going forward, I will probably find someone else to fix my gutters!
4) Make Your Client Feel Comfortable
Trust is the biggest concern for most homeowners hiring contractors. There are countless stories of people getting scammed and swindled by shady contractors, so you need to show that you aren’t scary! Here are a few ways to make your client feel more comfortable with you working on their home:
- Dress Professionally: Does your team have uniforms? Make sure your whole team is dressed appropriately and in a way that makes your brand look professional.
- Introduce yourself and your team: When you arrive on the job site, make sure that your client knows who is working on their house.
- Explain the work you’ll be doing: Even if your client doesn’t know the difference between a monkey wrench and a screwdriver, explain to them what you will be doing and where you will be doing it. People are already on edge about you coming to their house, so make sure they at least know where you’ll be throughout the day.
- Act Professional: I know this seems simple, but I can’t tell you how many times I’ve driven by a house being worked on and seen people taking smoke breaks under a tree in the front or telling inappropriate jokes and laughing loudly. If this was happening at my house, why would I want you to come back? Hiring the right team can help with this.
- Clean up at the end of the day: Even if your jobs is supposed to take weeks, make sure to clean up at the end of the day. This is one of those little things that can help to make a customer feel a little better about the job and may make them choose you in the future!
5) Follow Up
Once you have completed the job, make sure to follow up, not just to collect payment for the job, but to see if the client was satisfied with the work. Doing this shows that you actually care about them and the work you did. If the customer was not satisfied, find out what went wrong and how you can fix it. You may even ask for a review at this time if they were delighted to work with you.
Repeat customers are some of the best customers a business can have because in the future you will need to spend less time and money on them. They know your expectations and you know theirs. Plus, they require a lot less time and money to market to. A lot of times, you may even be able to convince them to do a project during your slower seasons! So, make sure you are taking the time now, in your busy season, to create repeat customers. I know it’s hard to think straight with your phone ringing off the hook right now, but you’ll thank me later!
Is your phone ringing off the hook with the wrong leads? Is every Tom, Dick, and Harry wasting your time, calling you with a $500 budget to fill some hole in their backyard? If so, you probably have a marketing problem, so take our survey at ramblinjackson.com/landscapesurvey to find out how digital marketing could help your phone start ringing with the RIGHT leads.