[Aquakleen Restoration Services]

Hi all,

Because it is slow at the moment Im going to start calling up my existing customers. How many of you do this and what kind of response rates do you get?

Im going to offer maybe 25% off any work and talk about my pressure washing as I have only just started doing it so might get a bit of new business from that!

Any tips or advice?

Cheers & TIA

John

[Jason Hedges]

Hi John,

In my honest opinion you shouldnt give 25% discount to previous customers. If they were happy with your service they will come back at the same price or even for more if your prices have gone up slightly.

My existing customers know they get a good job and at a fair price same as yours I'm sure.

If you want to contact previous customers simply give them a courtessy call and say its been 6 (or however many) months since your last clean and you were wondering if they needed the same or any other things cleaning.

They are normally flattered that you've remembered them and even more have taken time out to contact them.

I must admit that I dont do this on a regular basis only if I have an empty diary and need to fill in some gaps but it ususlly works would say probably about 20% re-book or recommend a friend that needs a quote for something.

All the best,
Jason.

[colin thomas]

personally i wouldn't CALL a customer, send them a postcard type message but not phone, it's an infringement on their time and might be embarrasing for them. it also smacks of desperation. and jason is correct, why discount to someone who is happy with your work, offer 10% to new customers perhaps but any more and you could be a busy fool,

don't be offended, just my opinion,

colin

[Griffus]

I agree with the others, don't call or offer discount.

Write a friendly letter, tell them that you are currently offering a price fix (so they pay the same as last time) and tell them all about your new services and what you can do for them.

People call me trying to sell anything and they have no chance, same for most I assume.

[Doctor Carpet (Ret'd)]

As Jason said don't offer discount. His other points are valid as well.

I've been doing this for a number of years now although it is easier to do if when you said to the client when you were last there and you got to discussing when it should be next cleaned stating that you would phone after that agreed time.

You may therefore have more success if you play it as a long game. By all means phone them as a courtesy and have a short but general chat but then ask them when you should phone next to book them in.

I usually have about a 60-70% success rate with my clients who I phone up. From experience if you've set the future phone call up correctly none of your clients will mind you phoning them. But the first thing you should do is ask them if it's a convenient time to talk.

You've got to be fairly confident in your phone manner though.

[clinton]

Hi john

Jason is right on his post with the not giving discount.

The post cards are a good idea and think you have some dont you

[Aquakleen Restoration Services]

Hiya

Thanks for all your comments guys. Yes Jason your right Ive had time to rethink my strategy and wont now offer such a discount!

I hate cold calls and my plan of action was never to try and sell but just ask if they needed anything doing at the moment without ANY kind of sales spiel. I get along with most of my customers and the idiots never make it on to my database so there should be no awkward situations.

My plan of action was going to sound something like the following...

(Me) Oh hello could I speak to Mrs XXX

(Custy) Mrs XXXX speaking

(Me) Hi Mrs XXX this is John from Aquakleen. You may remember me doing some carpet and/or upholstery cleaning fork for you a while back? Well this is just a courtsey call to see if you require any work at the moment?

Basic but steady I think.

I already do the postcard angle for a few years now but have to say ive been disappointed with the response rate from them.

John.

[davep]

Maybe ask your custys after finishing a job if
you can call them in 6 months to remind them for there next clean?

[suffolkclean]

Last week I did exactly this I sent about 4 letters saying 'Looking back on my records I've noticed its been almost a year since we last cleaned your carpets. We have a special offer on of ...................until_________, so please call to book your cc to save some money!!

It worked I got a booking 

[Mike Halliday]

the guy who valets my car rings me when ever he's working near my home, He just says " I'm near you on Monday hows the jeeps looking?" if it needs a clean i book him.

I don't consider it an infringement on my time & I don't think he sounds desperate.