Episode 043 – Retaining Your Customers
Retaining Your Customers
Today’s episode is a barrel of fun as we talk about retaining your customers in the cleaning business. Mike Campion coaches Joshua Boyd from Boyd’s Cleaning Services – www.boydscleaningservicesmd.com on why retaining your customers is so important and just how to do it.
Mike opens today’s conversation with the WORST time to try and keep a customer and some red flags to look out for that can mean something bad is coming. One of the things you will discover is how to take a proactive approach to keeping customers for the long term instead of trying to salvage a problem last minute.
Too many times we get busy and don’t listen when our customers are telling us there is a problem- even worse, we tend to blame the customer for being “too picky” instead of figuring out how we can use their feedback to step up our game!!
Sure we cover the tried and true- it takes six times the time money and effort to replace a customer than to keep one, but listen in and figure out HOW to make that number work in YOUR business.
You will also discover how to set your customer up with “pain of disconnect” so they are more inclined to stay with you, give you more chances and forgive you when you make a mistake!
When we do lose customers, rookies feel like that is the end of the story- veteran owners of cleaning companies know that there is a treasure trove of valuable information to be mined from customers on their way out- Mike explains how to get that information and make it profitable for your cleaning company.
KEY POINT: Your BEST prospects are your PAST CUSTOMERS!!
So few owners spend time and money on previous customers and lost bids that never were customers- but those people are so much cheaper and easier to convert into customers than total strangers.
When you lose a client, that is THE best time to start marketing to them!!
Just when you think you have had all the customer retention fun you can handle, Mike invites Joshua into the Lightening Round and he treats Cleaning Nation to some wise words…
Never Give UP
Don’t judge or underestimate
Treat everyone as a prospect
Resource Alert: Once you know how to retain your customers, you are going to want to retain your employees- discover how HERE. For ALL the good stuff, subscribe to our YouTube channel by clicking HERE and iTunes HERE. What’s that you say? You are a Stitcher fan? We got you covered- check us out on Stitcher right HERE (we just started on Stitcher, so make sure you leave us a nice review while you are there…
For all of you that want to really dive in and ENGAGE, join our Facebook Group for owners of cleaning companies- you can talk about retaining customers, getting new customers, employee drama, and all sorts of cool stuff- request to join HERE
Last but not least, you can get your Grow My Cleaning Company fix on Twitter HERE– follow us and give us a shout out!!