Lisa Evans is the Spokesperson for My quote, that combines technology with manual checks in order to provide users with a choice of affordable quotes from quality tradespeople.
Drumming up new customers is often an expensive and time-consuming task. Whichever way you choose to promote yourself, there’s almost always a cost and usually a pretty substantial one. Many businesses, and self-employed people, make the mistake of thinking that the way to grow a business to is attract new customers. This is, however, not the only solution; and in fact it’s not necessarily the most effective. What’s often overlooked is client retention, a key to success with far less resource and effort required.
Doing a good job isn’t always enough to generate real client loyalty. The market is generally competitive, with others often offering cheap deals in order to drum up business. There are ways, however, to help keep customers coming back – here are some top tips…
Leave a card
In the online era of social media and SEO, many underestimate the importance of plain old-fashioned business cards, but there’s really no beating them. Particularly when you are visiting properties, it’s a good idea to have something tangible to leave behind. A business card can easily be kept for future reference, under a magnet on the fridge for instance, and this will mean that your information is easy and quick to access if disaster strikes, or it’s time for a routine check-up. It also means that visitors to your clients home might see it, or that the original client will be likely to recommend you and pass on your details.
Communication is key 
While you might be doing a fantastic quality job, the client is not a plumber and their only distinction is working vs not working in most cases. In order to help them appreciate your standard of work, it’s worth talking them through it. It’s also a case of common courtesy; answer questions that they have, provide relevant information, offer tips and advice for the future. All of these things will be noted and help to build a favourable client relationship, while reassuring them that you know your stuff.
Understand their priorities
Try to unearth what the client’s priorities are. In particular, with plumbing and generally trades jobs, three things tend to be in the forefront of the client’s mind; expense, time and mess. If you are aware of these concerns, you can cater to them, for instance by ensuring you explain the timescales and costs at the very beginning and at any point there may be deviations.
Clean up after yourself
Although this should come as standard, many workmen fall foul of this dirty habit. Leaving a mess behind is a surefire way to guarantee that you will not be asked to go back. Although when you’re busy it can be hard to find time to even notice the mess, let alone clear it up, this is a really important part of the process as far as the client is concerned and will make a huge impression.
Throw in added extras
This isn’t about upselling, it’s about sticking to the original quote but adding value to what they’ve received. If you can add in any extras, even if it’s just ten minutes of your time to do a little additional work, it will be appreciated and show you are prepared to go the extra mile without rinsing every penny you can.
Challenge stereotypes
Tradespeople often get labelled as being lazy, late and untrustworthy. Fairly or unfairly, many clients are dubious and worried about tradesmen as a result, and many workers may come up against suspicions; again, fairly or unfairly. Challenge these stereotypes by being doubly attentive and conscientious; ensure you are always punctual and your breaks are within a reasonable time period and ideally taken out of sight.
Add new comment