[Luc]

Although Im kept busy daily with work, im always surprised that I dont hear from some old customers, people I cleaned for say 8 years ago. I know people can lose my number or move etc etc. Ive always been a bit  lazy with customer reminders or letters to old customers as ive always seem to get a steady supply of new work. But my new years resolution was to contact all my old customers say from 10 years ago to say 6 months ago. What to you guys prefer or recommend to use and find gives a good response? Would a twice a year reminder letter or postcard work well. As ive said I have been very lapsed in this area and feel it will add a more professional edge to my company and will hopefully reconnect me to some old customers.
Thanks luc

[Shaun_Ashmore]

Waste of money for past customers over 5 years IMO they've moved on either to pasturers new or to another cleaner you may get a few jobs but the cost may be prohibitive.

Shaun

[Kev Loomes]

There are many ways to contact past clients, but its just the importance of actually contacting them. Your quite simply leaving vast amounts of cash on the table by not contacting them. Too many people presume that after doing an amazing job that the client will definitely be contacting them.

This is probably true, however a lot of people simply forget who you are, and what you are called - and easily LOSE your business card/flyer. They resort to going in to the phone book or the internet looking for you (even though they have forgotten what your called) - and then give in and pick another company.

Thats the end of that client (and many others too). Same as Shaun, if you have been contacting clients every 6 months or every year etc etc and they havent responded - then I would cap it at that. 5yrs max for me.

[wynne jones]

There are many ways to contact past clients, but its just the importance of actually contacting them. Your quite simply leaving vast amounts of cash on the table by not contacting them. Too many people presume that after doing an amazing job that the client will definitely be contacting them.

This is probably true, however a lot of people simply forget who you are, and what you are called - and easily LOSE your business card/flyer. They resort to going in to the phone book or the internet looking for you (even though they have forgotten what your called) - and then give in and pick another company.

Thats the end of that client (and many others too). Same as Shaun, if you have been contacting clients every 6 months or every year etc etc and they havent responded - then I would cap it at that. 5yrs max for me.

Ain't that the truth.

It's also surprises me that people dont know the average cost (time and money) to them to get a new customer. If you have been going a few years you also have an idea how much a client, on the average, is worth to you over time.

You cannot manage what you cant measure.     

[Hilton]

Lapsed customers are a vital component of your business and must not be ignored, it's crucial to keep in touch either with offers our just information on your business.

You can set this up through lapsed customer lists done monthly which keeps it simple and manageable.Also do the same to prospects not converted.

You do not run a business if you do not do this in my opinion, the business runs you.

[Kev Loomes]

Lapsed customers are a vital component of your business and must not be ignored, it's crucial to keep in touch either with offers our just information on your business.

You can set this up through lapsed customer lists done monthly which keeps it simple and manageable.Also do the same to prospects not converted.

You do not run a business if you do not do this in my opinion, the business runs you.

Spot on.

[Luc]

Thanks guys for the advice. Im gonna go back over  5 years then  and just send them a reminder post card or something thats simple. Do letters in envelopes get a better response tho?
Luc

[Shaun_Ashmore]

Post cards are easier to do but also IMO I think they get binned easier.

Shaun

[prodry]

With the cost of a second class stamp being £0.50 without printing and envelope. The cost as mentioned can be a real problem. Also as said have they moved house.

Get their email when you write the receipt out. Use Mail Chimp to send a regular email newsletter.  

Or whilst you are chatting to them, and their iphone is sat on the kitchen side get them to like your Facebook page. Then you can put your latest offer or yourself in front of them on a regular basis. Also their friends locally will see that they have liked you.

[Simon Gerrard]

This is why we are changing to cleanersmate as it allows you to communicate with customers a lot more easily.
Can I have a discount now, Mr Loomes

[*Hector*]

This is why we are changing to cleanersmate as it allows you to communicate with customers a lot more easily.
Can I have a discount now, Mr Loomes

That's good Simon... It gives you permission to communicate with customers??

However did you talk to them before ?? 

[robert meldrum]

What you're getting in this thread is information that some have paid thousands of £££££££ for from J P's piranha marketing, etc.

Polish plaguerised from sales and marketing ideas that in some cases were more than a century old, but they continue to work today.

You just need the confidence and motivation to talk positively to your client and to consider a gift to your client as money well spent.

There are many items you can leave with or send to clients after achieving a good result. I just got a printed pen through the post, something I've been getting for years and one of the freebies I believe worth giving out. There are MANY more.

[garry22]

I'm sat here reading Robert's excellent post but my eyes are drawn to Hector trying to shake off that big leech by jumping up and down! 

[*Hector*]

It is a tenacious bugger Gary 

[Shaun_Ashmore]

I do now think sending out reminder letters isn't really that profitable anymore ever since Adam crozier 'tailored' the post office like most plc's they just want to make a fast killing the Royal Mail is supposed to be a service.

Shaun

[Allan Simmons]

Shaun, use the postcard as a reminder, two weeks after the initial reminder letter   

It's another Joe Polish idea.  In our experience the postcard generates almost as much business as the first reminder letter and people say "I was going to call you when your letter came and never got round to it, so when the postcard came i thought I'd better do it now."

Our postcards have a "in case you forgot" theme or a "The offers only until..."