46 - Staying In Touch With 'One-Time Customers'

A couple of weeks ago I ran a poll on my Instagram account asking how many of my followers kept in touch with one-time customers.

You know, those customers who use your service once and never commit to a routine service.  

Now, there’s also the ones, within the same group, who do go to you, but every now and then.  They don’t subscribe to a routinary schedule.  I was actually surprised to find out that - even though the margin was not extreme - the majority of those who answered the poll said they don't stay in touch with one-timers.

Now, let me give you my perspective, but before I do I just want to remind you that I do not consider myself an expert in the house cleaning business industry.  I am not a “guru”, I am not a “professional”, I am not an “expert”.  I’m just a guy from the San Fernando Valley with a mic who wants to help YOU - who desires to help you - to, at least, dream bigger with your house cleaning business. 

Why?  Well, primarily because, believe it or not, I learn so much by doing these podcast episodes.  Things that sometimes I, myself, wasn’t even aware of.  Secondarily, I do it because I know there are some of you who are on the brink of giving up - and, I want to tell you this: Every single time I sit down to record a podcast episode I think of you.  Why?  Because, I remember me being in your shoes.  I remember myself being a young kid, a teenager trying incessantly to come up with a solution that would help my mom’s cleaning business.  

​Now, I know my family’s cleaning business is not perfect.  I know it’s not error-less.  There’s so much work that still needs to be done, but you know what: it’s good enough...right now.  And, that’s what I want you to strive for: strive to build, to develop your business so that it’s good enough right now, but never lose sight of where you want to be tomorrow with your cleaning business.

I want you to stay motivated and stay determined that your business - whether it’s a house cleaning business, a pool service business, a gardening business, whatever it is - will get to a point where you are satisfied with the status quo.  Obviously, you know I always tell you to keep striving for more - and my recommendation isn’t different today.  But, dream you guys, dream and work to reach your dreams.  They do come true.  Okay, that’s enough of my motivational rant!

One-time customers.  I believe, it’s extremely important to stay in touch with them on a regular basis after you’ve provided your service.  Why?  Well, you have to keep in mind that the reasons they are not commiting to a regular cleaning schedule are many.  But, it is your responsibility as a service provider - especially, if you’re looking to expand your business or grow your revenue - to remind those one-timers about your service.  Remind them about how good it felt the day you cleaned their home.  Try to use the visual, olfactory, and kinesthetic senses when reminding them about the day - and days following - you cleaning their home.  In other words: remind them how niced their home looked, how fresh and clean it smelled, and how organized everything felt.

Now, look I schedule a reminder on my calendar every two months after we service a “one-time customer”.  It’s a reminder to call, text, or email that customer and ask if there’s anything I or my cleaning company can do for him or her.  The intent of my call or message is for them to think: “Oh yeah, I remember how awesome it felt when his company came to my home.” 

Now, granted this isn’t  surefire way to have that customer book another appointment with you right there on the spot, but it does keep you relevant in their mind and in their thoughts.  And, you just never know if they have friends or relatives who might be looking for a house cleaning service provider.  So, you have to be proactive in staying relevant with these customers.  

Also, this shows the customer that you’re a type of business person who truly cares about what you do and those who pay you for your service.

Look, it’s my belief that this perspective can open many doors for you down the line.  View it as a seed that you plant in a garden; the result is not going to be immediate, but with time - with caring for it, watering it - you’ll definitely see results at one point.

Well, that’s it for today!  

Oh yeah, one more thing.  I created a template that you can check out on my website in case you’re having trouble trying to come up with a message to send those one-time customers.  Just go to: Cleanerpreneur.com/OneTime and you’ll see it there.  You can copy and paste it, just fill out the blanks with your info; or, just use it to get some ideas and create your own!

That’s it for today!  I wish you ALL the best!

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