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On average, how often does your repeat customers (mainly middle-class to upper-class) have their carpets cleaned? 6mo. annually, etc.?
I send a reminder card out 11 months after their last cleaning. I get an incredible reponse from this. The majority are going yearly, a handfull twice per year, and others bi-yearly.
We send out mailings to all of our lists at least 3 times per year highlighting our services. This seems to get a great retention rate. When customers ask, I usually tell them if they’re in an active home to have it done every 6-8 months or when they’re sick of looking at it. The beauty of our system is that it doesn’t adversly affect the backing of the carpet so it can be done much more often than a steam clean. We can come in and make it look almost new again as often as they want.
Dan:
I agree w/Jeremy; 6-8months seems to work well with most of our customers. Currently we print out a list every two months with customers we haven’t heard from in 6+months and give them a reminder call. Most of the time we get answering machines and we simply leave a friendly reminder. However, we do book a few and most customers appreciate the reminder call. This system keeps our name and number fresh and in front of our customer on a regular basis. We usually do not send out reminders or make calls during our heavy season (May-Aug, & Oct-Dec). In addition, we print out labels and send reminder cards 2-3x/yr.
When customers ask for a suggestion on the cleaning frequency; we try and tailor the response based on their lifestyle (kids, pets, how often they entertain, etc.)
@lburkhard wrote:
Dan:
We usually do not send out reminders or make calls during our heavy season (May-Aug, & Oct-Dec). In addition, we print out labels and send reminder cards 2-3x/yr.Is this to maximize profitability? I like it.
When customers ask for a suggestion on the cleaning frequency; we try and tailor the response based on their lifestyle (kids, pets, how often they entertain, etc.)
I do this as well.
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