Referral marketing 101: Keep your existing customers coming back for more
Your best lead for future work is an existing customer. Don't wait for them to call you for the next renovation. Follow these steps to keep them coming back for more.
By Robert Koci
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.
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.