Referral marketing 101: Keep your existing customers coming back for more

Every contractor loves it when a former customer calls for more work but not many are proactive in making sure it happens. In the November/December print issue of Canadian Contractor, Contractor U renovation coach Mike Draper outlines the a strategy for growing your referral business.

Ask

You often don’t get referrals from past clients because you simply don’t ask. Pick up the phone and ask.

Finish jobs on a high note

The toughest part of any job is the closing. Anticipate the difficulty and push harder over the last 20 per cent of the job.

Don’t try to make up for losses already sustained on a project

You are better off taking the hit and doing a better job on the next project you do for that client.

Go the extra mile

Easy to say, hard to do, but still easier and less expensive than always having to find new clients.

Follow up before the warranty expires

When you are proactive about satisfying the customer, you win a customer for life.

Stay in touch

Start a newsletter with hints on how to take care of the home. Make courtesy calls to find out how the house is doing. Sponsor the local hockey team.

Let clients know what kind of work you like best

If clients don’t know you also do driveway repairs, they won’t call you for a driveway repair even if you did a great job on their addition and would love to have you back.