42 - Getting Repeat Customers

Welcome to another edition of Strategy Monday!  Do you find yourself having a difficult time getting repeat customers?  If so, you’ll definitely want to hear today’s episode as I will be sharing with you a couple of strategies that you’ll be able to start implementing today; strategies that will help YOU get more repeat customers!

Repeat customers; regular customers.  How can you have more of them?  

I was recently having a conversation with a housecleaning business owner who was telling me that she was having a difficult time getting repeat customers.  After the initial cleaning, those customers would tell her that her rates were “too high” or they would simply tell her that they weren’t interested anymore.  

So, my suggestion was this: First, of all you you do not need to lower your rates to get regular customers.  Let me repeat that, you do not need to lower your rates.

In fact, on a side note, I was having a conversation with a follower on Instagram and we were talking about how the moment you lower your rate because a customer told you or asked you to “give her a break”, at that moment, you yourself don't value your business, your service, your work at all.  So, there is no need to lower your rates in order to get repeat customers.  Maybe you need to increase something else in your service in order for your potential customer to feel that he or she is paying for premium service, but if the price your charging feels right to you, then you should continue charging that amount.

Let me explain what I mean:  A customer is willing to pay for a product that will give him or her what he or she wants - and that’s a clean house - plus something else. What’s this something else?  Well, that’s where you have to bring out the salesman or saleswoman; that’s where you have to bring out the marketer in you.  

You see, you being a house cleaning business owner, do more than just clean houses - you give your customers time.  A house cleaning business is actually a time-saving business!

So, to start off: the moment you start an interaction with a potential customer you want to make sure that you’re gradually mentioning all the benefits he or she will receive if he or she hires your company to clean their home.

The ideal scenario is that by the end of your first contact with that potential customer you leave the customer with a feeling, a thought, a belief that life without your house cleaning service will be miserable!

So, right off the bat (in your initial interaction), you want to make sure that your potential customer knows that you will 

• #1: Take care of him or her 
  • Make sure you assure him or her that you will strive to do your absolute best in each and every visit - and, 
• #2: Offer a guarantee
  • Let your potential customer know that you are well aware that you are not perfect, but you will make sure that if something isn’t right - you’ll make it right!  And, 
• #3: Be in constant communication 
  • This is where my famous “Feedback Requests” come in.  Let your potential customer know that you are always open to constructive criticism and continual growth.  Let him know that you will regularly be asking for feedback from him or her so that you know if there is anything you can do to improve your service in a any way.

I’ve heard random numbers thrown around that a sale is made within X amount of minutes and that if a potential customer says, “I’ll think about it” it actually means no.  And, here’s my experience with house cleaning customers: show that you care, prove that you will fix something that is not right, be constantly improving your service, and be professional no matter how small your house cleaning business is; if you do that, then you’ll start getting more repeat customers.

So, to finish off, I want to remind you of today’s strategies to getting repeat customers; implement these as soon as possible.  In fact, I would suggest you sit down this week for about 30 minutes to an hour and write down your pitch to potential customers, to inquiries.  And, make sure you include the following: 

• #1) Let your potential customer KNOW that you will take good care of his or her house cleaning needs; and, assure your potential customer that your word is backed up by your GUARANTEE.  This leads to point number two.
• #2) Inform your customer of your GUARANTEE.  Like I said, sit down for a few minutes, or a couple of hours and write down HOW you’re going to guarantee your service to NOT only current customers, but potential customers, as well.  And, finally…
• #3) Remind your customer that you will always be just a phone call away, a text message away, an email away.  Remind him or her that you will be in CONSTANT COMMUNICATION in order to get feedback that will TELL YOU what you can do to improve your service; not just in his or her home, but in general.

​Well, that’s it for today!  I wish you an AMAZING week!  

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