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To me the strength of your business is happy repeat customers, to a higher level would be those happy enough to tell others about you. It’s the little things that make the difference and it’s easier and less cost to keep them, then it is to get them originally. Do you agree?
Do you have a “Customer Loyalty Rewards Program” to encourage and/or reward their loyalty?
If so, what?
Spot Remover
classy water Bottle w/ logo
percentage off
room cleaned free
25-50% off protectorWhat do you do or give?
Do you give them a choice of three or so things?
What other ideas could you add to the list?
We don’t have a formal rewards program for existing customers. Would be interested in testing it though.
I use postcards to build repeat business and referrals at the moment. It’s simple, but surprisingly effective. Here are the 2 postcards I’ve been sending out:
1. “Thank you” postcard 1 week after service with a $10 coupon. My copy suggests that the customer give the coupon to a friend or save it for their next appointment.
2. Reminder postcard sent 11 months after service with a $10 coupon. “We haven’t heard from you in a while. Manufacturers recommend annual cleanings to prolong the life of your carpet.”
Those postcards cost me about $0.44 each including postage. Adds up to about 2200 postcards per year between the 2 campaigns. Roughly $968 in ad cost.
Results in about 1-2 postcards per week being returned to me by my employees as “evidence” for why they gave somebody a $10 discount that day. Somewhere between $9-15k in revenue attributed to postcards per year. I haven’t run the numbers to find out exactly.
Some of those customers would have returned or referred us without the $10 discount. But in my mind, a $10 cost per sale is pretty good in this business. I spend about $17-$25 per sale on Google ads to acquire new customers. $10 to keep a good customer coming back is well worth it.
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