10 BUSINESS AND TRAINING
When was the last time you spoke to your customers ?
Contributed by
Charles Freedman , ServCraft
How many customers have you helped since starting your business ? Where does most of your new business come from ? If the answer isn ’ t from the existing customers on your database , you might have a problem . Charles Freedman examines how businesses may be leaving money on the table .
Winning a customer can be difficult , time-consuming and expensive . Marketing your plumbing business can sometimes feel like trying to get someone ’ s attention in the opposite stand at a Springbok match at Loftus . Not impossible , but also not easy .
Losing a customer can happen quicker than you may think . The scary part is it can happen without you noticing . A poor experience with teams , chips out of the wall , pipes not fitted cleanly , feeling ripped off : these are all silent customer killers . Remember , if you ’ re not taking care of your customers , your competitors will .
Acquiring a new customer can cost five times more than retaining an existing customer . According to Hubspot , an increase of just 5 % in customer retention can boost profits by 25 %. Loyal customers become advocates , advocates lead to referrals , and it snowballs from there .
The average business , according to our data at ServCraft , has around 200 customers on their database . But when we ask how often they ’ ve asked for feedback or referrals from this group the response is silent .
As a business owner , how do you make sure your customers get a great experience so you can keep their repeat business and get referrals in the years to come ? Your customer will remember the quality of their experience far beyond the work itself , or even what it cost .
ServCraft
Charles Freedman .
SO HOW DO YOU SHOW YOUR CUSTOMERS LOVE ?
Get to the point - Your customers are busy people often looking at multiple quotes from different suppliers . What and how you communicate will help you stand out . Whether it ’ s quotes , invoices or project specs , presenting information clearly and concisely that will help you win more business .
“ Remember , your customers are your business .”
A commitment to clarity and efficiency fosters trust and showcases your dedication to customer satisfaction and your team ' s success .
Cut the admin - You don ’ t like admin . Your customers don ’ t like admin . Especially if you make your admin your customer ' s admin .
Customer self-service tools empower them to handle tasks like accepting , and commenting on quotes , paying invoices , viewing upcoming appointments and even seeing a history of completed jobs . This saves on time-consuming tasks , such as phone calls , emails , WhatsApps and repetitive data entry .
Job management software enhances your customer experience and sets your business apart from competitors . By making interactions
www . plumbingafrica . co . za @ plumbingonline @ plumbingonline @ PlumbingAfricaOnline February 2024 Volume 29 I Number 12