Customer Retention

mdshunk

My market area might be a little unusual. Because of the conservative makeup of the population, people don't generally complain about the service they've received or the price they paid. They will smile, pay the bill, and summarily never use you again. If you "lose" a customer, you'll never really know when that occured, and why. With my business mainly being a service business, a certain amount of that is repeat customers. Granted, some folks will only need the services of an electrician once in 20 years, and some folks call you every few months for something or other (some people call you to change light bulbs - no kidding). How can I, with a demographic that won't complain, assure that I'm keeping the maximium number of former customers still calling me "their electrician"?

R&S Exteriors

I guess you could send each customer a satisfaction survey to fill out. Maybe they would be willing to write what they won't say face to face.

When I meet with a customer, before final payment, to walk around and look at the work I always encourge them to let me know if they have any questions or are not satisfied with something. I let them know that I'm not satisfied unless they are totally satisfied. Then after payment I let them know to call me if any concerns come up.

I live in a rural conservative area also (thank GOD) and your right many will not voluteer criticism BUT they will definately tell all their friends their complaints (justified or not) and ruin your reputation. So you have to let them know that you will take care of all their concerns.

RobertCDF

An idea "start" another company that does customer satisfaction surveys either by phone or by mail. Have a seperate P.O. Box just for the surveys. That way the customer thinks they are talking to a third party and wont be scared to say how they really feel. I have thought about doing this for current customers and contacting people that hired the "other guy" to find out why.

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Robert Shaw
Colorado Springs Custom Decks
Colorado Custom Decks
Custom Composite Decks

Peladu

Refrigerator Magnets.

bergenbldr

The difference in customer mindset from one area to another is quite amazing. Around here most customers start complaining as if on que the moment the job starts,and keep on till the end,this has little relation to the actual reality of the job in progress.Another thing is the pervasive i need a discount mindset,while i have no problem giving a discount to a repeat cust. who was not a tpita,the fact that we did a job 3 years ago for your friends brother inlaw does not make you a repeat customer.