Clean It Up
UK Floor Cleaning Forum => Carpet Cleaning Forum => Topic started by: cleanability on July 28, 2010, 11:41:19 pm
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We spend so much time, effort and money finding customers. Any thoughts on keeping them? Obviously you do the best job you can do and leave them praising you from the rooftops......but......often they still forget you. I leave business cards and a fridge magnet every time. I send out reminder cards about a year to 18months later. But I still get customers forgetting me and by chance stumbling on me again via the net or yellow pages. I tried calenders once which was a complete waste of money. I'm trying to think of something to leave them ie a promotional item that will always be around/used that will keep you in mind. Any thing you guys leave them that works?
Chris
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A lot of customers do forget the company name of the cleaner they use and definately wont remember your telephone number
even when you do a fantastic job for them.
as anybody tried printing little round stickers with there company name and tel no and asking client if they can stick one on there vacumm
cleaner I am sure this would be a great way for customers to keep your details.
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Crabs! they'll soon not forget you if you leave them with crabs! ;D ;D
Ok, on a less discusting note. Not actualy sure of the anwser! who could possibly know...
But i think the trick is branding! Have your name on everything! on your wand, on you porty, on your buckets, on your shirt and van etc etc
Also, give them several business cards instead of one. This i have found to work great! Make sure you leave every job a recipt too, again with your logo/business name..
You could also try using business cards in the form of fridge magnets. They will still fit in a wallet/purse.
As for bigger promo items i.e. mugs, calenders etc i think they a waste in our industry.
Tony
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You need to create a referral rewards system. We have successfully implemented one that allows customers to earn rewards for every new customer they bring to us. Some of our customers have earned enough points to get their next clean free. That they won't forget.
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The last batch of business cards i ordered ,i also had a load of business card size stickers made up,all my company details,and a space for a date,also said to keep your carpets looking their best ,call me in 12 months time.
Stick them in the under sink cupboard,in all the eot`s,or if i am cleaning for the owner,they get a couple,and some cards.
Have one painter and decorator i cleaned for about 3 years ago,and they have passed on my number to so many people,it`s great,always do them a good discount.
I find that if it`s a place i have done in the past ,it`s usually pretty clean 12 months later,so doing a discount is not really painfull ;D
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Hi Chris,
Why dont you try fridge magnets. Relatively low cost (from the right people) and everytime you go to the fridge you get reminded. We have had a really good respone and with the right design thats eyecatching you will keep them reminded!
Regards
Gary
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Regular updated newsletter mailshot every 2 to 3 months to all customers, by post and e-mail. Has bought in many a job, with the comments.."oh I didn't realise you did that aswell?. :)
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I think it is a combination of things. staying in contact with mail shots and emails. Leaving cards and a written bill (people seem to keep old bills), we give every customer a .5 litre Professional Spotter bottle with microsplitter in it with all our details printed on it and they tend to keep these for a long time.
We have the only TM in our area so we often get, 'Are you the company with the the big machine in the van?' So having something memorable or distinctive to have them remember you by is a good thing and you don't need a TM to achieve that, just an imagination.
Simon
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I'm hoping each and every customer will come back when they recieve one of these, absolutely FREE with a carpet, sofa or oven clean.... I offer a FREE refil too so they don't chuck the bottle out :) At £1.40 per bottle, it's a no brainer really....
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That's the one, Colin, a top notch marketing tool.
These spotters from Restormate really do work with the added benefit that they stop people putting the dreaded vanish on their stains.
Simon
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I use spotter bottles , I give customers a pound coin too , if they give me a bottle of vanish or 1001.
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That's a good idea, Jason. I can only afford 50p coz I'm only a poor peasant from Wigan. :'(
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That's the one, Colin, a top notch marketing tool.
These spotters from Restormate really do work with the added benefit that they stop people putting the dreaded vanish on their stains.
Simon
These spotter's are actually from Solutions Simon.... I placed an order on a Tuesday and they were recieved the very next day...
I've already had reports back that it is "amazing stuff" from 2 customers, I myself have cleaned red wine spillages with it and have to say, I'm very confident when I give this product to my customers that they will be back for more....
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Colin,
Oh, I always order them from John at Restormate.
I've had customers who say it is brilliant on wine stains too, which is reassuring that they know we are giving them a quality product.
Simon
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Well thanks for the ideas. I've used fridge magnets for years but the spotter bottles is a great idea.
Thanks
Chris
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Another Fridge magnet user here, but finding the prices in going up steeply from current supplier!
Definately think these branded spotter bottles are the way to go - going to get some ordered.
Dave.
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Small thing but very useful tool to have in your marketing kit.
Give every customer new and old a couple of Mugs (they will break one) all logo'd up, very useful on commercial jobs, offices always want new cups.
Your name and number is forever in front of them, when you get the re-call supply them with bright fresh new ones.
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cups from ikea or where pound shop put a logo sticker on with number , every time they have a cuppa ahhh carpets dont cost alot
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Sticker on hoover but always ask first cheap simple and works dont botherwith spotters too expensive and would rather earn than someone attempting stains themselves plus haven come across one yet that is any good.
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Give me your address and I'll send you a sample then Richard. At £1.40 a bottle, it is so easily factored in to the price of the job.
I haven't lost one enquiry since I've been telling prospects that we provide a FREE bottle of spot and stain remover worth £9.95.... :)
At least if they attempt a stain with the free MS, it will never have an adverse effect, such as 2001 and Vanish!
Sticker on hoover's a good idea, I think I'll do that as well ;)
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cups from ikea or where pound shop put a logo sticker on with number , every time they have a cuppa ahhh carpets dont cost alot
???
You must have been drinking the solution this afternoon.
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Colin's got the answer right. Own name spotters. ;) and keep in touch.
If you don't keep in contact some one will steal them, loyalty only goes so far.