Developing repeat business with clients is the key to profitability. If you can develop repeat business, you don’t have to invest as much time and effort to find new customers. Without repeat business, you’ll struggle to increase your sales. Use these tips to get contracts for cleaning business.
Identifying your ideal customer
To find clients and keep them happy, you need to identify your ideal customer. Your ideal customer is a set of characteristics that your best clients have in common.
You have several resources you can use to determine your ideal customer. Start by asking your existing customers why they do business with you. Analyze your best clients and see if they have anything in common. Do they have a similar income level or age range?Another great resource is any customer that refers people to you. Those are the clients who really like your work. When you thank them for a referral, ask them: What is it about our services that you like the most? Their answers will help you identify your ideal customer.
Using a survey
Ask your clients to complete a survey. Ask open-ended questions, which allow the customer to write in their own answers. Keep the survey short- maybe 5 or 6 questions.All of these resources can help you nail down that ideal customer. You research may determine, for example, that you ideal customer is 35 to 55 years old, has a high-income level and is a busy professional. Once you know your ideal customer, you can figure out how to best serve them.
Finding your value proposition
Once you identify your best clients, you need to give them a compelling reason to do business with you. Your customers have many cleaning companies to choose from. If you provide more value than your competitors, you’ll win the business. To accomplish this, you need to come up with a value proposition.
Investopedia defines a value proposition as a marketing statement that summarizes why a customer should buy your product or service. Your proposition explains how you are different than your competition. Here are some examples you might use in your cleaning business:
· Short notice: Your competitors insist that clients book their cleaning dates a week in advance. To provide better service, you’re willing to show up with just one day’s notice. If a client is hosting a party in two days, you are willing to clean on short notice.
· Occasional service: Assume that your competitors require customers to use their cleaning services every two weeks. Your firm is willing to clean when the client needs it, regardless of how often. Some of your clients only have their homes cleaned by professionals every month or so. Other customers only want cleaning before family events and holidays. You’re willing to accommodate those needs.
· Extra services: You provide extra services that your competitors don’t offer. You might, for example, offer both home cleaning and carpet cleaning services. Maybe you’re able to clean fragile items well, such as silver or artwork. These extra services motivate customers to select your firm.
· Automation: To make the process easier for your clients, you automate as much of your process as possible. Clients can access a calendar and schedule their home cleaning online. You also send invoices electronically, and you allow your customers to pay online. Customers come to your firm because the process is convenient.Think about these strategies for adding value to your business.
Connect your marketing to your value proposition
All of your marketing efforts should be designed to communicate your value proposition. Your website and advertising should explain how you are different. This strategy will help you reinforce your value proposition in the minds of your clients and prospects.
Making the sale, proper follow up
To get your prospect to say yes, you may need to add an incentive. You could offer a discount for clients who are willing to commit to multiple cleaning sessions. The cost savings may motivate the customer to take action.
After that first cleaning, follow up with a phone call or by email. Ask the client if they were satisfied with your service. Give them a chance to explain how things went from their perspective.
If something didn’t go as planned, you can apologize and correct the problem before the next visit. Maybe someone stepped on some plants while carrying equipment out of the home. You can alert your staff that they need to be careful entering and existing the home, since a flowerbed is very close to the door.
Understanding how needs change
Over time, your client’s needs may change. A customer may need their home cleaned more often- or less often. The client may buy expensive furniture or artwork that affects how you clean the home. To keep these customers, you’ll need to adapt to meet the homeowner’s needs.
Repeat business: The key to profitability
Building repeat business with your customer base is the key to profitability. You’ll spend more of your time on billable business, and less time looking for customers. Also, clients who use your services frequently are more likely to refer business to you.
Use these tips to keep customers coming back.
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