10 Ways a Home Improvement Contractor Can Develop Customer Loyalty
As a home improvement contractor, you know all too well the importance of building a solid relationship based on trust with your customers. Customers who have trust in their contractors are less likely to shop around for a “better price” and more likely to refer your services out to other homeowners. Loyal clients will come back again and again for quality service from a name they can trust, but first you have to establish the relationship. Customers have a lot of choices these days, build your relationships and create loyal customers that are committed to your services.
Tools to Building a long term relationship:
Communication is the key to building a strong and long-term relationship. Engaging your customers and clients is a great way to keep customers loyal and satisfied in the relationship. Below are some simple tips for following up with your customer base and maintaining those important relationships.
- Schedule a follow up with your current customers. Check in to make sure that they are happy with the services you have provided.
- Schedule an email or phone call every three months to “check-in” with your customers.
- Invite our customers to special events, lunches, and even sporting events. Reward loyalty.
- Customers love face time. Contractors who spend at least 35% of their time “face to face” with customers are working hard to build relationships that will last a lifetime. Schedule face time with your customers both in professional and relaxed settings, and spend time getting to truly know your customer.
- Treat your customer as if they were your business partner. Find ways that you can help them with their current needs. Share tips and tricks that you’ve learned over the years. Everyone loves receiving freebies! Send your customer base something useful like articles, books, updates on suppliers and more.
- Stay in contact with your customers. It’s easy to get distracted with deadlines and projects, but building relationships requires one-on-one contact with your customers. Let your customers know that you put your relationship first and track your business relationship times.
- List customers in order of importance and schedule time to spend with your top customers. At least once a quarter check in with your customer and keep track of your meetings and conversations. Remember, the goal is to create a customer base that comes to you for all their construction needs.
- Spend time in the office. Sometimes it’s easier being on the job site or making the rounds from site to site checking in, and while that’s an important part of the job, it’s equally important to be in the office as customers ask questions or advice on their projects. Remember, face-to-face time is important.
- A customer wants to know that you care about them and their project. Don’t lose customers due to perceived indifference. It’s very easy to keep personal files on your customers and record the little things about their lives, businesses, major life events and projects.
- Maintain your mailing list. Customers love contact, so send hand-written notes when the time calls for it. Mail customers materials that can best improve their businesses, tip sheets, new product brochures, and more.
Remember that building a customer base is about providing quality service and engaging the customer. Making the customer look forward to using your services is a great way to build life-long relationships.