One of the challenges we all face is getting new cleaning accounts for our business growth. Yet, it’s equally important perhaps even more so, to retain those existing customers we’ve worked so hard to get.
When you consider the lifetime value of a client you service 5 nights per week, the numbers can be pretty impressive! I read an interesting post this week on the power of the word “free” and it got me to thinking about how we in the commercial cleaning industry could harness this power in our businesses.
Here’s the premise:
People love free stuff! I think we can all agree on that. So how do you think your customers would react if you started giving them things (that you sell) for free? Do you think they’d be happy, would they be tickled pink? I bet they would. Now here’s where it gets tricky. It’s also true that people sometimes don’t value what they don’t pay for, so here’s what you need to do to make this work for you…
Make sure your customer KNOWS that you gave them something for free.
Do this by:
Referencing the service on the invoice (show the normal price) and then note “Complementary”
You could also leave a note behind just mentioning the “extra” thing that you did. In commercial settings, people don’t always notice the absence of dirt and if it’s a large building or not near your contact’s office, they may not notice it for days (or at all)
In either case, you want your customer to know that you appreciate them and to feel treasured (not harassed) so be specific but super sweet with the wording of your notes.
TELL your customer that you value their business and appreciate their patronage. Everyone likes to know how important they are and it’s easy in the rush to get new cleaning accounts to sometimes neglect the ones you already have. Make sure your clients know how much you value them. A little something free every now and again can go a long ways towards keeping your customers in your corner and happy. Isn’t that what you want?
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