It is important for independent contracting companies in the industries of HVAC, plumbing, and electrical to build a solid base in terms of both clients and coworkers. A company should work to maintain a sturdy foundation of thoroughly satisfied and loyal clients as well as a steady influx of new and interested clients. In our post today, we are going to explore the ways in which a service company can effectively build a strong base of clients and in the long run, build strong retention and strong service excellence:
-Maintain strong online resources and social media outlets-
In order to maintain a durable presence in the industry, companies must adjust and make changes that meet their clients’ needs and wants. One of these changes that have occurred over the last few years is a focus on online resources and social media sites. It is important for companies to go where their clients are located and the majority of the market is online.
When working to maintain these web resources it is important to start by ensuring that your company website looks nice, easy to read, and easy to navigate. If your website doesn’t have these traits then returning clients and potential clients won’t stay on it for very long. It is also important that your website is up-to-date with current information and promotions. It should be clear to clients that your website is being daily maintained. Regular maintenance should also occur on your company’s social media sites such as Facebook, twitter, LinkedIn, and your blogs. These social outlets help your company maintain a relationship with clients by having the means to portray your company’s culture, share interesting and helpful advice or information, as well as answer client questions directly. When working to grow a strong base of clients it is vital that your company use online resources to reach out and grow company-client relationships.
-Offer great Scheduled Service Plan options-
Another way to continually build strong rapport and relationships with clients is to offer great Scheduled Service Plans. These plans work to benefit both the client and the company. The client gets peace-of-mind in knowing that their system or product is working in peak condition and that they are lowering utility payments by keeping their investment well maintained. The service company also benefits by having steady monthly investments and steady work, no matter if the season is slow or busy.
Scheduled Service Plans also work to keep current clients in contact with members of your company team. This helps propagate a cycle of service excellence. When clients see that they get amazing service from familiar and friendly faces every year then they will become lifelong and satisfied clients. CSRs and technicians work to represent the company on the front-lines of service thus they are the team members that clients will begin to recognize and build initial relationships with. It is important that coworkers understand that they are company representatives and important assets to the retention process.
-Emphasize the importance of the Referral Lead-
Thoroughly satisfied clients can also become a voice of promotion for your company by referring your company to friends and family. Thus it is important that your team have a solid referral lead process in place to make the referral process as easy as possible for current clients. Referrals act as a springboard for retention and new client attainment inside independent contracting companies.
The reason referrals work most effectively to retain new clients and attain new clients is because referrals add an important element to the process called “social proof.” Social proof is the psychological occurrence in which people add value to something (i.e. an idea, a product, a company) because someone else has expressed their satisfaction with the item, idea, or business. Through both social proof and service excellence, referral leads can become one of the most effective means of attaining new clients who have the potential to become thoroughly satisfied, loyal, and lifelong clients.
Growing a strong client base is an important component to all business success. When independent contractors maintain strong online resources, offer great Scheduled Service Plans, and emphasize the importance of Referral Leads then they can effectively work to build a strong client base. Thank you for following our weekly post. Here at Service Excellence Training, we turn learning into earning!
-Resource curated by Whitney Stewart of Service Excellence Training