Like any other business, the customers make or break the cleaning service business. However, what makes this type of business thrive is not the number of clients, but in the number of loyal clients. Thus, in marketing this type of service, one should not only focus on obtaining more customers but give equal importance to keeping them. The level of competition in this kind of endeavour is very high, and it is necessary to come up with ways to build customer loyalty.
The pointers below will provide you with effective strategies to make your clients stick with you.
1. Give your customers loyalty cards. Most customers appreciate small incentives or discounts when shopping, especially if they have been to that store before. On the other hand, it wouldn’t hurt for you to have regular customers whom you can count on. So, why not provide all your clients with loyalty cards? Indicate the dates the client hired you, and slash 50% off on their 10th appointment or do it for free. This creates a win-win situation for you and your customers; your client will save money by using your service, while you get nine cleaning jobs for sure.
2. Create a referral bonus program. Give your customer an incentive for every friend, relative, or colleague, he refers to you. For every successful referral the customer gives, offer a discount or a freebie. By doing so, you will not only be able to expand your customer base, you will also make old customers pleased.
3. Give your clients freebies. Most customers appreciate receiving free stuff. You can use this to your advantage by giving your clients free gifts that will make them remember your business. For example, give your customers a free bathroom deodorizer every time they get hold of your services. This will not only make your customers happy, this will also make them think you give them the best value for their money.
4. Send well wishes to your clients during holidays and special occasions. Customers do not only look for material incentives. They also value good ties with the people they do business with. By sending your customers personalized greeting cards or notes on special occasions (Ex. Birthdays, holidays, anniversaries), they will certainly feel that you are giving them importance.
5. Extend your clients’ network. Look for opportunities where you can assist your clients with other professional needs they may have. You do not need to snoop around to get this kind of information; simply instruct your staff to have open eyes and ears. For instance, you can hand-out brochures for a private lending company you service, or refer a day-care facility you clean for to your clients with small children. Small gestures like these will definitely be an additional reason for your clients to continue doing business with you.
These tips are only a few examples of how you can get the trust and confidence of your clients. Use them wisely; keep in mind that the incentives you give your clients should be balanced with your profits to avoid losses or complications.
Make your cleaning service business stand out through excellent customer service
A successful cleaning business is not only dependent on the quality of the services it offers, but also on excellent customer service. Having efficient employees is not enough to keep your customers happy and satisfied. It is also imperative to provide your clients dependable before and after sales service, may this be through email, telephone, or SMS. Customer e-mails, text messages, or calls should be returned in the soonest possible time. Make your customers feel that resolving their concern is your top most priority.
In reality, it wouldn’t always be possible for you to stay in the office and answer phone calls or inquiries. As such, it is important that your office phone is able to forward calls to your mobile phone. By doing this, your customers will still be able to reach you or leave messages. Check your mobile phone every now and then so you won’t miss any voicemails or SMS. Remember that most of the time, not being able to attend to a customer in a timely manner results in losing their business.
Customer complaints are part and parcel of any business. What’s important is to assure your clients that their concern is of value to you, and that you will do everything you can to give them an appropriate resolution. Have your employee repeat the job or send someone else who will do the job better. The faster you solve your customer’s complaint in an efficient manner, the better your reputation will be.
Good customer service starts with a polite and warm greeting. Advise your employees to greet every person in the household or office they will be cleaning with a smile. It will also help to have a positive attitude at the start of their task and even while they are working. Your employees should also be aware of the customers’ expectations or requests if any. They can also offer extra service like changing linens or dusting furniture, as a sign of appreciation. If the client is rather new, you can give them a gift certificate or offer a flower arrangement. Little perks like these could mean a lot to the clients, and make them well pleased with your service.
On special holidays like Thanksgiving and Christmas, you can also give the client a discount on their next cleaning appointment with you.
Courtesy and professionalism are also essential ingredients in giving customer satisfaction. In answering calls and e-mails, always respond with a positive and professional tone. When meeting prospective clients, have brochures and business cards at hand at all times. Make sure that the brochures have useful information about the services you offer, and your business card has your complete contact details.
Always exude confidence and professionalism. This way, your clients will feel that they’ve done business with the right people and that they are in capable hands.
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