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Articles tagged with: customer retention

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[3 Dec 2012 | No Comment | ]

Sometimes we make things too hard. Here are some simple things you can do to boost your sales in the new year. Make it a new year’s resolution to implement one of these ideas each week during the month of January.

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[3 Dec 2012 | No Comment | ]
Get the Phone to RING NOW!

It’s 8:15 am. Your experienced, professional, sales oriented, customer service focused, technically masterful sales team is still at the shop. Ready to go…with nowhere to go. Maybe that sales team consists of just lil’ ol’ you. All dressed up and no where to go.

Sigh. Now what?

It’s up to you. Put on your Marketing Hat, and CREATE some action.

I have ideas…most of these great ideas I got from YOU. Thanks…and thanks for sharing!

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[6 Nov 2012 | No Comment | ]
4 Business Myths and How to Overcome Them

Business is easy: Be of service. Charge more than it costs. Take the money now. We really make it harder than it is. Perhaps it’s not the mechanics of business that get in our way. Maybe it’s the emotional baggage we attach to money. Or the things we think we know about business. As a small business expert, I’ve learned from the school of hard knocks. Once upon a time, I nearly sank the family plumbing business. To fix it, I had to un-learn a few commonly held myths that that were tripping me up.

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[8 Oct 2012 | No Comment | ]
Be Passive and Proactive in Growing Your Company

When your business phone is ringing and customers are requesting service, life is great! Oh, I remember those days. Where have they gone? Bring on the bitterly cold weather of winter, the sweltering heat of summer, the flash flood waters of spring—and bring it on quickly!

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[27 Aug 2012 | No Comment | ]
What Are You Doing to Grow Your Business?

I speak with plumbers all the time. The biggest question I ask is what are you doing differently to grow your business? Maybe when starting a business the most important consideration is the technical aspect of getting the job done and doing it right. That remains to be an important aspect in business, however as the business grows and matures many other aspects become equally important.

Sales, Marketing, advertising, brand identity; Fleet Management, etc just to name a few. It reminds me of a restaurant I went to once. It had just opened and the food was great! The next time we decided to go there, it had closed. We never saw any local ads, coupons, etc. That just goes to prove, you can have the best {fill in the blank}, but if no one knows about it, the business will not grow. In summary having a great technical skill is just one aspect of running a business.

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[30 Jul 2012 | No Comment | ]
Elevator Speech

“So, what do you do?”
I work at home. I love the distraction free environment, but it can be a bit lonely. I was visiting with another home-based businessperson the other day. He told me that it was time for him to get out and socialize. He said, “A man was jogging past my home office window, and I ran outside to say ‘Hello!’ I realized how isolated I’ve become.”
Even if you work in an office, it is the same faces, the same situations…day after day. …

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[30 Jul 2012 | No Comment | ]
Client Retention: Needs, Message, Relationship

Building a great independent contracting company in the industries of HVAC, Plumbing and Electrical requires the provision of service excellence. But a great service company must achieve service excellence by also focusing on the foundational aspects of sales, leads, and retention. The focus on retention within a company can sometimes be unintentional placed “on the back burner” because it is not always an immediate revenue booster. However, retention of clients and employees is a vital aspect to the health and growth of an independent contracting company.

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[30 Jul 2012 | No Comment | ]
Top of Mind Awareness

Everybody wants to get more business NOW and many of the contractors I speak with mention the need to get the phone ringing. I understand that is very important, however, it is also important to look at long-term strategies so that customers will remember your company the next time they need your service and / or when they are asked for a referral from one of their friends, neighbors or relatives.

A solid long-term strategy is important, so your customers will be able to find you or think of your company first when they need services months or years after the initial visit. The industry term is “Top of Mind Awareness” or (Toma) for short. But what is really meant by “Top of Mind”? Certainly, it is not the literal sense an area in the mind where the top “stuff” is stored. But it is like a mental anchor that connects thoughts to things, situations, memories, etc. Just for an example, do you have a particular song that whenever you hear it, it brings you back instantly to an event in your life. It could be 30, 40, or more years than you wish to admit, but that song just brings you back to that event and it always will.

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[30 Jul 2012 | One Comment | ]
How Does Your Customer Service Measure Up?

Gauging what customers think of you is a fundamental business duty. The card attached is part of the back cover of our job ticket forms. It is printed on perforated postcard stock, enabling the customer to tear it out and drop it in the mail. The backside is a postage-paid self-mailer. This makes it simple for customers to respond.

We generally receive between 125-150 of these replies each month, about 5% of our total customer calls. They help us monitor the job done by our telephone service employees, as well as tell us things every businessperson ought to know about his/her firm. By reading between the lines you also extract useful information about customer psychology.

Here’s a summary of some of the more important things we find out:

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[30 May 2012 | No Comment | ]
Creating the Buy-In: Clients

Everyday we work to create buy-in on many different levels whether it’s selling our ideas, our company value, or ourselves. Creating buy-in occurs on a larger scale for individuals working with HVAC, plumbing, or electrical independent contracting service companies…