Nurturing Customer Relationships

By May 1, 2019 Contractors

Construction, especially storm restoration, can feel like a one and done kind of transaction. You help home and property owners repair their property after it has been damaged by wind, hail, rain, or a combination of all three, but then you ask for a review and part ways. It can be easy to assume that that is end of that particular customer transaction, but why should it be?

Storms might not hit the same place every year, but they will hit the same area again at some point. So why not keep in touch with your customers, so that when they get hit again, the first thing they do is call you. It might sound tedious, like you’re adding to your already full plate, but it doesn’t have to be and it can pay off big time in the long run.

Nurturing these relationships can be as simple or complicated as you want to make it; it can range from an occasional post-card to a yearly phone call, whatever you want to do. Below we list a few of our favorite ideas for nurturing you customer relationships:

Send a post-card: Get a bunch printed and mail them out once or twice year. This keeps your name and logo in front of previous customers so they won’t forget who helped them out last time.

Create an email blast: Send out monthly, quarterly, or yearly emails to previous customers. Remind them of your services, let them know if you are rolling new ones out, or give them tips on how to handle X, Y, or Z problem. Similarly to the post-cards, this keeps you top of mind, and let’s them know all the ways you can help them.

Give them a call or swing by: If you have the time and really want to keep previous customers happy, give them a call once or twice a year to make sure everything is still in working order or to let them know of new products and services you have added since they worked with you. In most cases, the people will be flattered that you actually remember them and will be pleased to hear from you! The same can be said for stopping by; if you are doing work in their area again, knock on the door, say hello, and see if everything is still in working order. Customers will feel valued that you were willing to take the time to check-up on what you did for them.

Doing any of these things (or anything you think of yourself!) will continue to keep you in the customer’s frame of reference, and make them feel highly valued by your company, both of which will encourage repeat business at the very least. Likely, when a storm does hit their area again, they will call you, but they will let friends and neighbors know about your company as well. Nurturing the relationships obviously doesn’t mean that everyone will call you again, but if you can get some of them that do and get a jump start right after a storm, doesn’t that make the extra effort worth it?

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