Cleaning Service Business Plan
Creating a loyalty program is a positive way of creating switching costs for your customers. For example, by offering a free cleaning after every 10 cleanings, or some specialty service when certain milestones are missed, your customers will worry about loosing the value they have saved up that is only of use if they stay with your company.
Premium Customer Levels
Another related retention strategy is to reward the frequency of customer cleanings. For example, customers who order cleanings once a week and keep that up, can be offered entry into your “premium customer group”, marketed with a branded name to build interest. You can offer members of this group more leeway to schedule last minute cleanings, reschedule or cancel, additional perks, or priority customer service of some other kind. Clients who are almost at the point of qualifying may push themselves to reach that point in order to get these valuable perks.
Simply by tracking the numbers and percentages involved in your customer retention can yield valuable information about what you’re doing right or wrong and how successful new initiatives are over time. Statistics to track may include customer complaints, the average speed of complaint resolution, the percentage of customers in a given month who were using your services last month, 3 months ago, 6 months ago, a year ago, etc, and so on. When your staff is aware of these statistics and is given targets to work towards, the message that customer service and retention is a priority is heard loud and clear.
Want more tips? Here's a related article: How to Start a Cleaning Service
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