How Past Clients Can Become Marketing Allies
Building customer relationships that last a lifetime is key when owning a kitchen and bath remodeling business. Actively trying to build and maintain those relationships, can lead to more sales from new and past clients.
Your relationship with a customer starts when they first hear of your remodeling business, whether it be from an ad, your website or from a referral. Once they decide to contact you, it is now in your hands to convert them from a lead into a “customer for life.” Once you have completed their initial project, you want to maintain your relationship, not only for their future purchases, but for their referral to others.
When you give your customers a positive remodeling experience, they are more likely to refer your business to others. Since remodeling is a growing trend, it is often brought up in everyday conversations. So, when your past clients talk about their recent kitchen or bath remodeling project with their coworkers, friends or family, it can lead to a referral for your services.
Here are three strategies on how you can turn a customer into a marketing ally or as we call a “customer for life”:
1. Improve Your Customer Satisfaction
Customer satisfaction is solely based on the experience your clients have with your business. When a customer has a positive experience, they are more likely to be satisfied with your services and refer you to others. When owning a kitchen and bath remodeling business, you want to be able to measure your customer satisfaction, and this can be achieved by sending out surveys after project completion. Surveys allow you to collect testimonials for marketing validation and informs you of areas in your business that need improvement. Both can help your business continuously improve your customer satisfaction down the road.
2. Staying in Touch with Past Clients
As a kitchen and bath remodeling business owner, it is crucial that you keep continuous contact with past clients. You want to make sure that they are still satisfied with their remodeling job even months after project completion. This lets the client know you are considerate of their business, and that you continuously care that they enjoy their newly remodeled space. You can measure their satisfaction by reaching out to your customer and asking them if any problems have come up that you can help with. As you are reading this, you may be weighing the potential costs of reaching out to past clients. Consider this, how much more would it cost your remodeling business if a problem did arise after your work was done and instead of sharing it with you, they shared it with their circles of influence?
3. Reach Out to Previous Leads
One of the most effective strategies for marketing is to remarket. Remarketing is reaching out to those that have previously expressed interest in your remodeling business, better known as leads. Remarketing is an efficient and cost-effective way to stay top of mind with those who have been looking for remodeling services. Remember, some of those clients who didn’t choose your business might have never chosen a business at all. Timing, money or just life can get in the way of remodeling sometimes, so do not assume you lost a potential customer to a competitor. Checking up on previous lead through remarketing can potentially lead to a sale.
Nurturing customer satisfaction and constantly reaching out to previous leads generated are beneficial for the success of your business. Checking in with past clients will help bring in new customers as well as repeat sales from past clients. Sticking to these three basic strategies, you can create more “customers for life,” which ultimately leads to them becoming marketing allies.
At DreamMaker, we understand the importance of customer satisfaction and have created a business model to help franchisees give their clients a positive remodeling experience. We believe if we treat people with respect and integrity, success will follow. If you would like to learn more about how DreamMaker’s business model helps business owners achieve high customer satisfaction, fill out the form below or download our franchise kit today to connect with our franchise recruiter.