[Stoots]

Can anyone disclose what they do to get repeat work, how do you market to previous customers.

Up until now ive done nothing more than do the job and leave a business card, not been full time long, i also do window cleaning but looking to push on with the carpets now...

what should i be doing to build a database of customers> i take it i would gather email addresses and send offers etc? is there any software that can do this ?

what else can i be doing to build a name for myself in my area? ongoing leaflets?

many thanks

[wayne zabel]

I send reminder letters and a flyer out after 12 and 24 months.If I don't hear from them after 24 months I presume they have gone elsewhere.

I got lots of repeat work and don't know how I would manage without it.I do get frustrated though when I don't hear from previous customers when I know I had done a good job last time.

I suppose if we all got repeats from our previous jobs we'd never have to advertise so it's not just me that doesn't get a higher percentage of repeats.Still frustrating though.

[derikraven]

If you do a good job the customer will get you back the next time. I've always found it's not a good idea to contact the customer because they feel they are being hustled into something ( a bit like cold calling)

[Hilton]

completely disagree with that, you must remain in contact with your customers.

[homenclean]

Have to agree number of times I get told they couldn't find my card then the reminder drops through. A lot of people like continuity someone they know and trust. I have customers who give me the keys when they are away etc. You'd be reluctant to do that with a random firm you pick of the net or yellow  pages.
John

[Kev Martin]

Our business cards go into a  magnetic holder so they just become a fridge magnet!  Works for us with all our companies, costs pennies and they never lose your card or number and they see it every time they open the fridge

[escorttdi]

ive got ma num on toothbrushes and handed the out to ma customers    its the first thing they  use in morning and the last thing they use at night......................... get em from china for pennys

[Dave_Lee]

Be on time, keep the van tidy, dress professionally, do a first class job, treat customers and their home with respect, don't cause any damage, protect wall corners etc, leave a couple of cards and send them a reminder/info A6 or A5 card in the post every year or so. Repeats are crucial and cost nothing, the more repeats you get the more referrals you will get.
Dave.

[Mike Halliday]

You always need to remember that other carpet cleaners are marketing to your customers, all it takes is a special offer to land in front of your customers ( everybody loves a special  offer ) and you have lost them for at best a year at worse forever..... if they take your customer and keep in touch with them then your customer becomes their customer.

I do no marketing to my past customers but keep in touch every month

[Steve Chapman]

ive got ma num on toothbrushes and handed the out to ma customers    its the first thing they  use in morning and the last thing they use at night......................... get em from china for pennys

Think my customers would be offended if I handed them a toothbrush       

[derikraven]

completely disagree with that, you must remain in contact with your customers.

been in this business for 46 years now and never needed to pester my customers. They come to me when they are good and ready.

[Hilton]

Still,
Completely disagree,think of how many have gone elsewhere ,
Contacting them twice a year is hardly pestering them.

[derikraven]

how many people get their carpets cleaned twice a year?

[Mike Halliday]

Not the same carpet.

today the suite, in 6 months the hall stair landing, & a couple of bedrooms etc..etc

Just while we are on this topic..... I guess everyone has heard that......'it costs 9 times more to gain a new customer than keep an existing one'  and this is the reason that......... 'the biggest marketing mistake companies make is not keeping in touch with existing clients'

These 2 statement a constantly rolled out by marketing companies but no on ever sites where the actual figure comes from. It comes from the the sales director of the playtex bra corporation ! Who quoted it in 1955!!  ( i read his autobiography 20 yrs ago ) but we don't sell bras. These statement are not relevant to us

so next time someone quotes this to you remember who said it

[Mike Gwilliam]

how many people get their carpets cleaned twice a year?

I go to some of my custys 3 or 4 times a year.....like being part of the furniture. But they wouldn't be getting a reminder if I still sent them out.

There is nowt wrong with sending out 2 reminders a year. It brings in recommendations as well. People can and do forget who you are and in my experience they will tend to have work done more often as you may be reminding them the benefits of regular cleaning.

In my experience, compared to sending emails/texts, an A5 postcard may tend to be pinned to a notice board where a text/email can easily be forgotten about. When I used to send them, they did tend to bring in a lot of work.

[Hilton]

Not the same carpet.

today the suite, in 6 months the hall stair landing, & a couple of bedrooms etc..etc

Just while we are on this topic..... I guess everyone has heard that......'it costs 9 times more to gain a new customer than keep an existing one'  and this is the reason that......... 'the biggest marketing mistake companies make is not keeping in touch with existing clients'

These 2 statement a constantly rolled out by marketing companies but no on ever sites where the actual figure comes from. It comes from the the sales director of the playtex bra corporation ! Who quoted it in 1955!!  ( i read his autobiography 20 yrs ago ) but we don't sell bras. These statement are not relevant to us

so next time someone quotes this to you remember who said it

That's a good point, but it should be obvious to us all no matter what business you are in, spending on retention is always going to be lower than acquisition yet this is constantly ignored by us all to a certain extent. 
There has been many reports on investigations to back up the numbers and while it might vary from market to market the outcome is still around the same.

http://www.forbes.com/sites/alexlawrence/2012/11/01/five-customer-retention-tips-for-entrepreneurs/#6aeb73b017b0
https://econsultancy.com/blog/63303-almost-a-quarter-of-businesses-don-t-carry-out-any-relationship-marketing-report#blog_comment_958818

And this one in graphics, thats says it all and reference source at the bottom:

http://www.invespcro.com/blog/customer-acquisition-retention/

[Stoots]

Thanks.

I'm pretty sure I need to do this as Ive been car valeting for 2 years previous and just left a card and had very few repeats. I assume it's because they forget who they used and a simple google search is all they have to do to get someone else. Its not like people have to think oh u must find that card or leaflet of the guy we used last time. No all they have to do is pick up their phone and in minutes they can have someone else.

Mike you say you keep in contact every month? I'm assuming this is via ongoing leaflets which I understand the idea of keeping your face fresh in the customers mind. But my target city Is a pretty big one  and I would need a fair few leaflets!

Or would I be better concentratin on my town only? My town isn't a particularly wealthy one and most of my customers come from more affluent areas of the city hence I have not done it like that.

[Dave_Lee]

Many years ago I thought i had a good repeat business, I didn't do mail shots or reminders. Went on marketing course and started sending our a short newsletter once a year - my repeat business really took off. Some years later I relaxed sending out reminders - result repeat business dropped off some - re started reminders - repeats rose once more!
Dave.

[Stoots]

Cheers dave.

Maybe a letter once or twice a year wouldnt hurt, with an offer.

Or email reminders that could be automated,.

[Ian Harper]

adam thompson

By the best way is free spotter with life time refill, sell how different yours is (micrsplitter) than the ones they buy in shops. they will call you for free refill this is your chance to sell to them. I also do free spillage call out voucher that are valid for 3 years if they dont want the spotter. basically anything where they will be calling you and adds value to the service you provide. how many other carpet cleaners in your area will offer these free service? makes your offer have much more value.  the spotter has a value of about £10 (just one bottle) and the call out about £50 to them. but how much is it costing you? -)

Plus if your leafleting the same area regularly you dont need mail shots. again saving money that can be past on to customer by keeping overheads down your can offer a more competitive service and value for money. 

you can even call them yearly to see if they need free refill -)

[*Hector*]

That is very good advice Ian. I used to give free spotter bottles, it is always a good reason to write or call after 9-12 months and ask if it needs replacing, or if there are any more carpets/upholstery to be cleaned.