How to Guarantee Repeat Bookings for Your Cleaning Business

Acquiring a new client can cost five times more than retaining an existing one, so it’s vital that cleaning businesses find ways to increase customer loyalty.

‍Here are five ways to do this! 

How to encourage repeat bookings & increase customer loyalty

Provide excellent customer service 

76% of customers don’t return after a bad experience, so one of the most effective ways to get repeat bookings for your cleaning business is to provide a memorable customer experience (memorable in a good way, of course!). 

Ways to improve customer service in your cleaning business include:

• Ensure information is readily available on your website (pricing, service areas, hours, FAQs, etc.)
• Make sure your business is easy to contact, and if customers get in touch, the person they deal with is helpful and friendly. 
• Address issues promptly and update customers on your changes in response to their feedback.
• Make it a habit to collect feedback from customers. 

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Related: How to improve customer service for small businesses

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Make it easy to book with your business (introduce online booking)

70% of customers want to book online. By making it easy for customers to book your cleaning services online using their preferred booking method, you can help secure more repeat business. 

Various cleaning service software options are available that make integrating online booking options into your business easy. All you need to do is choose the right software for your needs, list your services, add a “Book Now” button on your website, and watch as customers book their own appointments. ‍

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Communicate effectively with messages that add value 

A well-timed email can be an effective way of getting customers to book again. The trick is to stay on top of clients’ minds (and inboxes) without overloading them, so ask yourself if the email is valuable and when I last contacted them before sending it. 

High-value emails/messages to send customers include

• Updates to upcoming appointments 
• Appointment reminders 48 hours before their scheduled service
• Personalized promotions or special offers 
• New services they might be interested in, or updates to existing offerings 
• Service reminders for recurring appointments, e.g., it’s been four weeks since your last clean, book in today.

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Introduce a loyalty program & reward customers for their loyalty 

Loyalty programs are an effective way of guaranteeing repeat bookings for your cleaning business because it literally pays to stay! 

Loyalty incentives to consider include the following:

• Accruing points for each booking, which can be used to redeem money off of services 
• Collecting stamps that entitle them to a free service or service upgrade when they hit specific milestones (e.g., ten stamps)
• ‘Spin the wheel’ gamification that lets them win prizes after every order (examples include 10% off, $25 towards service X, etc.) 

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To go alongside your new loyalty program, consider launching a referral program to incentivize existing clients to bring in new leads for your cleaning business. ‍

Sell services in packages 

Another great way to guarantee repeat customers is to sell your cleaning services in packages. 

Packages give you the benefit of increased revenue upfront and the guarantee of future bookings. Selling your cleaning services in packages is also a great way to offer customers better value on repeat bookings, as you can set up discounted offers, e.g., book five appointments and save 20%. 

Tip: To make tracking credits easy for your business and clients, use online booking software that supports packages like MarketBox.

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Send a thank you email after appointments to make customers feel valued

Finally, if you want your customers to book with you again, it’s essential to make them feel valued. After the appointment, a simple thank you email or text is a great way to show them you appreciate their business. It also gives them an opportunity to provide feedback that can help you improve their next service. You might also want to include photos of the rooms, particularly if you’re cleaning for a landlord or the person is out of town. 

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Final Thoughts

While there’s no surefire way to guarantee repeat bookings, cleaning businesses can take plenty of steps to increase customer loyalty and encourage repeat business. 

If you focus on making the customer feel valued by offering excellent customer service and rewarding them for their business through loyalty programs, special offers, and personalized messages, you’ll be well on your way to generating a list of loyal regulars! 

If you’re interested in cleaning service software for your business, book a call with one of our experts to learn more about MarketBox. 

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