One of the best ways to grow your cleaning business is through referrals.
Referrals give you the luxury of potentially adding more revenue and profit without the added expense of a traditional marketing campaign.
Another benefit of referrals is that when someone is referred to your company, they are “pre-sold” on your services. This increases the chances that you can convert them from a prospect to a paying customer.
They are pre-sold because whoever referred them must have been pleased enough with your service to go “out on a limb” so to speak and recommend your company. They certainly wouldn’t have referred you if they were unhappy in regards to your service.
The best way to increase your chances for a referral is to have a plan in place that makes getting referrals more likely than not. This plan does not need to be complicated or hard to understand. In fact this plan can be spelled out in only 7 steps.
One – Involve your staff. Many times your cleaning customers will want to know “who” is cleaning their home or office. In other words they want a “name”, as this makes the person real to them. Sometimes they may even request a meeting to get acquainted. If they take this route, make it happen, you will be better off for it.
Two – Exceed their expectations. Aim to please the customer from top to bottom, leaving no stone unturned in your pursuit of this goal. Failure to do so will sabotage all your hard work in getting the account in the first place and erase any chance for referrals along the way.
Three – Stay in touch. Make a habit of calling them to tell them you appreciate their business. Contact them to just see how things are going as well. Don’t be just another faceless vendor that cashes their check but never says “thanks” or keeps in touch. This approach can create the foundation for a relationship which you can build on later.
Four – Be sure to hire friendly staff. You can train people to do just about anything in life, but being friendly certainly isn’t one of them. Take the extra steps necessary during the hiring process to discover and hire only the friendly people.
Five – Engage your cleaning customers. Tackle the challenges of each particular account head on and find solutions that are win-win. Ideas that solve a customer issue and either save you time or allow for a better job cleaning would be ideal.
Six – Train. Train. Train. Keep your staff focused on the task at hand with regular “reminders” of what makes this particular customer happy. This may be a weekly phone call or a memo that goes out regularly, but whatever the case COMMUNICATE.
Seven – Share good news whenever possible. When a customer takes some time out of their busy day to call you and complement your staff on a job well done, make sure you let the employees know. The news will make them feel appreciated, which is a fundamental ingredient to maintaining a happy staff.
Making use of these tips to gain more referrals does not take a lot of money, energy or effort. It just takes a small “commitment” to strive to be the best you can be. In doing so you’ll reap the benefits of increased customer loyalty and tremendous profitability.
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