5 Ways to Build Customer Loyalty in Your Home Cleaning Business

I remember when growing up, our family automobile was always a Pontiac. My friend's family always drove Fords. Back in those days it seemed all the dads were loyal to their brand - no matter what the competition was offering.

Wouldn't it be great to have that kind of customer loyalty in your home cleaning business? Unfortunately, those years are gone and today's cleaning business owner has to work harder than ever to achieve customer loyalty and retention goals.

Today's modern world means more competition and more technology, making it very easy for your customers to just mouse on over to the next guy. With just one click they can find endless amounts of information about you, your cleaning business, and your competition.

A Happy and Content Customer is a Loyal Customer!

Why building customer loyalty in your home cleaning business should be a top priority

It's a simple fact that most people are not as company loyal as they used to be. There are so many companies to choose from, and the internet has made finding a new service easy. On the other hand, people that have gone through several cleaning companies have figured out that not all residential cleaning companies are created equally. So when they finally do find a reliable, consistent service, they tend to be a long-term customer because it makes their life easier. And from our perspective, a happy and content customer is a loyal customer.

Do you have a favorite go-to person? A person you go to again and again? It could be your mechanic, your pet groomer or even your doctor. Why do you continue to go back to that person? Because they have built a solid relationship with you, they know your wants, needs, and preferences, and have provided the services or products they promised, over and over again.

Here are 5 things you can do to earn lasting customer loyalty:

1. Get to know your customers (and vise-versa)

Build a relationship with them and learn more about them – their family details, their hobbies and favorite past times. Pay attention to the details they share with you and watch for clues about what they're looking for - then anticipate and fulfill their needs. And don't forget that customers will go out of their way to do business with you if they know, like and trust you.

2. Thank your customers for their business on a regular basis

Never miss a chance to tell your customers how much you appreciate their business. Tell them in person; send a postcard, thank you card, newsletter, email, or anything else you can think of to let them know how much their business means to you and your business.

3. Know your niche

Be the best at what you do so you can bring your expertise to the table to help solve problems for your customers and their unique challenges. Problem solvers easily gain a loyal following.

4. Under-promise and over-deliver

Whenever you "over-deliver", your customers will be delighted and probably won't take their business elsewhere. Always strive to exceed their expectations by anticipating potential problems and resolving them quickly.

Over-delivering doesn't mean giving away the farm however. It could be something as simple as promising to take care of a wine spill on the carpet on your next visit and then cleaning up two extra carpet spots at the same time.

5. Ask for feedback from your customers

Survey your long-time customers to find out what you're doing right and what you could be doing better. Take that information and use it to do an even better job of serving your customers. Be sure to show your appreciation to those customers who took the time to provide feedback.

Conclusion

Never take your existing customers for granted. They are the key to keeping your business moving forward. If you have to acquire new customers just to fill the void of lost customers, your business will never grow. It just makes good business sense.

Ethical, honest, and approachable cleaning business owners are rewarded with success. By continually building and developing loyalty within your existing customers, you will not only grow your business, but build a referral funnel for new prospects at the same time. It's a win-win for you.

PDF Download Your customers generally judge you, your reputation, and your quality of service by the way your employees handle themselves and deliver on the promises you make. Do your employees really know how to represent your company in the way you want it to be represented? Convert Customers to Loyal Clients Through Exceptional Customer Service! Customer Care Training Program for Residential Cleaners (PDF Download)