It’s estimated that 80% of revenue comes from just 20% of repeat customers, so increasing repeat bookings and improving customer loyalty can significantly impact your cleaning business’s profitability. (Not to mention, it’s much easier to keep customers than constantly find new ones!)
Here are five easy ways to get more repeat customers.
One of the easiest ways to increase repeat bookings is to reward customers for staying with your cleaning business. Establishing a loyalty program that offers repeat customers discounts on future bookings or lets them earn points for every clean is an effective way to increase customer retention.
Loyalty programs have also been shown to reduce costs and make it easier to track customer preferences, booking habits, and interests that can inform your cleaning business’s marketing strategy.
To practically guarantee repeat business, sell cleaning services in packages rather than single appointments. Not only is it inconvenient to rebook every week, but you’re relying on the hope they choose you over a rival cleaning company every time.
If you sell your cleaning services in packs, you reduce the number of times a customer has to make that choice and the number of opportunities to leave. It also gives you multiple chances to impress them with your high-quality services.
Dissatisfied customers are unlikely to return, and the same goes for customers who had a negative experience trying to book, contact, or otherwise interact with your cleaning company. To increase customer loyalty and get more repeat business, focusing on providing excellent customer service is essential.
Address any issues or complaints promptly and ensure all team members are appropriately trained and knowledgeable on business practices so they can provide helpful assistance to customers.
In addition to providing excellent customer service, communicating with customers effectively will help increase repeat business for your cleaning company.
Communication practices to adopt include
After the clean is finished, send a follow-up email thanking customers, and provide an opportunity to submit feedback or a review so you can continue to improve the customer experience.
If a customer feels valued, they’re more likely to return. And if they had an issue that you listened to and resolved quickly, you might just be able to get a second chance; an apology offer can help with this too.
If you regularly deal with absent landlords or Airbnb customers, consider including photos of the clean so they can see your work.
Increasing repeat business for your cleaning business is all about nailing the customer experience. By making it easy and convenient to book with you, providing excellent customer service, and listening to and actioning feedback, you will increase customer loyalty and be well on your way to having a customer base you affectionately call “the regulars.”
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