As a business owner, you’re always looking for new customers to add to your client list; it’s constantly on your mind. That being said, we often forget that the easiest way to acquire new revenue for your service business is already in your hands; your current customers. On average the cost of acquiring a new client costs five to ten times more than the cost of retaining an existing one. With numbers like that, you’d be crazy to not try any of these tactics to get the most out of your existing clients:
Go for the obvious upsell
If it’s obvious that your customer needs an additional service that they haven’t already requested, there is no shame in mentioning it. You know your customers and what their buying habits are. From the services they already request from your service business, think of any additional services that would be of benefit to your customers.
Don’t forget to stay in touch
It’s important to talk to your customers, especially the loyal ones. You probably don’t see them as often as you’d like, so calling them up once in awhile is a good idea. Don’t know what to say? Ask them how they enjoyed their previous service, or any general feedback. Customers like to know that you are constantly trying to improve and that you are interested in what they have to say. Keep the call low pressure, don’t try to sell anything, they’ll eventually make their way back to your business.
Reward customers for referrals
Referrals are a great way to gain more clients and reward existing customers when they recommend your business. You’ll strengthen customer relationships and avoid the extra costs it takes to generate new clients on your own. Discounts on services is a great incentive you can provide your customers with in exchange for referrals. It’s the perfect push customers need to go the extra mile when recommending your business, cause lets face it….everyone loves discounts.
Ask clients for testimonials
Finding your happiest customers and asking them for referrals is a great way to tell potential customers how great your services are from someone other than you. Testimonials make your company appear valid and fosters trust in your products and services.
How do you find your happiest customers? Sometimes they’ll reach out to you first, but most likely you’ll have to be proactive in your approach. A great way to get testimonials from clients is just to ask for them.
You can also include a message in your Jobber receipts that reads “ Did you like your service? Write us a review!” Ensure that you provide clients with an accessible channel to reach you by. Feature these testimonials on your website, business brochures, or any other place your clients’ eyes will land.
No pain no gain
With great risk comes great reward. If you’re looking for a new way to increase your client list, performance-based contracts are an option your company should consider. Before you do anything to risky, make sure that you have all the resources to deliver your services on time and effectively.
An example of a performance based contract includes “If you’re not satisfied with your cleaning service don’t pay us.” Risky, I know but it’s been proven to increase client lists in the past. Greg Alexander, CEO of Sales Benchmark Index, explains that the the revenue that came from his existing customers jumped from 20 per cent to 80 per cent in only two years when he started implementing performance-based contracts in his company, “we said if we don’t deliver don’t pay us. If we do deliver, pay us a percentage of the gain.”
Don’t assume what your customers know
Never assume that your customers know all of the services or products your business provides, even your long-term/loyal clients could be unaware of everything your business has to offer. Make a point of reminding your clients of all of your services at least once a year through something simple like an email blast.