Home > Carpet Cleaning, How to, Marketing, Solutions, Systems > Client Retention in 8 Simple Steps

Client Retention in 8 Simple Steps

Part 1: 8-Step Basics

After you leave your customer’s home, will they remember you in 6 months? How will they contact you when they need additional cleaning? There are many ways you can help ensure that your customers will call YOU next time, instead of your competition. After years of helping cleaning businesses just like yours, we have designed the most effective marketing solution our clients have ever seen. It’s proven, it works, and we call it 8-Step.

Prospecting is hard. It costs 8 times more to attract new customers than it does to keep your current ones. Successful businesses understand that their most profitable customers are their clients. If you’re not staying in front of your current clients, you’re missing out on some very real profits. Research shows that by increasing your retention rate (the number of customers that use your services again) by 5%, you can increase your profits by over 25%. ServiceMonster customers that are using the 8-Step system have an average retention rate of 65%

What is the 8-Step System?
It starts with the premise that you’re not just a cleaner, you’re a problem solver. No amount of marketing will cause a potential customer to call unless they feel like they have a problem. Since your clients trust you, the 8-step system ensures they will call you when your services are needed. Each step is designed to trigger a specific response from your clients during a targeted window of opportunity. The 8-Step system can reduce your marketing costs by as much as 63% when compared to a traditional newsletter. It also transforms your mailings into a ‘service’ that you are providing to your customer. Here are the steps in order along with their general theme.

The timing is based off of the last date of service.

  • Thank You Card: “Thank you, thank you, thank you. Tell a friend!”
  • 3 Month Education Card: “A list of our services, should you need them”
  • 6 Month Touch-up Card: “I’ll be your superhero”
  • 9 Month Reminder Card: “Just a Friendly reminder”
  • 12 Month Reminder Card: “Um, really need to do something here”
  • 15 Month Education Card: “A list of our services, should you need them”
  • 18 Month Reminder Card: “Yuck, that can’t be good.”
  • 24 Month Miss You Card: “You haven’t written or called. We miss you!”

How do I do it?
Use ServiceMonster to generate and track your marketing campaigns. With a few simple clicks, all of your personalized content is ready to go. Or, if you’re too busy to complete your marketing on your own, have us do it for you. We will personalize, print, stuff, stamp, seal, and mail your cards, automatically.

 What now?
Call us now for a free trial. ServiceMonster is the industry’s #1 software for carpet cleaners. It’s the only software that will track your clients and get your marketing done! Put ServiceMonster to work for you and never miss another opportunity to stay in touch.

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