Retention: Service Excellence Grows Loyal Customer Base

Retaining satisfied customers fortifies your service company’s wellbeing. Establishing a positive relationship with your customers will help fortify your company’s revenue during seasonal downturns and dramatically decrease your marketing cost.

Secure Your Clients

As a residential home-service business, your company’s ability to retain and attract a loyal customer base depends on the quality of your service as well as the presentation of your office and field team. In an industry marked by lengthy sales cycles, retaining your current customers is critical to the wellbeing of your company—especially during seasonal and economic downturns. 

If your company can perform a high-quality service and satisfy the wishes of a customer, that customer will call you in a time of need. 

But, that time of need will be few and far between. On average, the service cycle for air-conditioning repair is 3 to 5 years; plumbing is 6 to 8 years; roofing is 6 to 10 years; and electrical repair is 10 to 15 years.

This illustrates the importance each opportunity your technician or sales team has to make a positive impression on a customer. Service Excellence Training emphasizes customer-relations strategies that are proven to positively impact a company’s perceived reputation.

The real strength of a healthy service company—whether it services air conditioning, electrical, HVAC, plumbing, roofing, windows, or pools—lies in the organization’s ability to attract repeat customers to an annual service program. This is also a focus of retention-training programs at Service Training Excellence. Click here to read about the Service:  Field Employee's course.

Lower Client Acquistion Costs

New customers are hard to come by—and they’re expensive to get. It can cost a company between $400-$600 to attract a new customer, depending on an organization’s closing rates. Service Training Excellence focuses on customer-relation strategies as well as annual Schedule Service Programs designed to boost retention rates and drive down the cost of attracting new clients.

Click here to watch a free, one-minute video on how your company can benefit from Service Excellence Training’s retention-boosting techniques.

Click here to see free videos created to boost leads, increase retention, boost sales, intensify training, and increase service excellence.