Remember when integrity and top-notch service were enough to keep customers coming back for more? Yeah, things aren’t like that anymore. New research indic...
Remember when integrity and top-notch service were enough to keep customers coming back for more? Yeah, things aren’t like that anymore. New research indicates that despite being satisfied, a whopping 46% of pest control customers with a recurring plan admit they are likely to switch service providers. Don’t let it happen to you. Tip the odds in your favor and keep customers from making the switch with this handy Checklist.
You can’t afford to wing it when it comes to customer renewals. Instead, make sure you have a solid game plan in effect that addresses things head on, involves your entire team, and makes the most of every customer interaction.
According to the research, a majority of those likely to switch pest control providers are motivated by price above all other concerns. If you’re not already doing so, consider implementing an early renewal discount to combat your competitors’ sign-up offer.
According to the data, people aged 45-54 and those earning $50k – $99,999 are among the most price sensitive. People aged 35-44 and those earning over $100k are more likely to try something new. Take this info into consideration and plan your messaging accordingly.
The secret to success in any business is to be easy to work with. Automated communication tools, an online payment portal, and other software features can simplify things for your customers and give you an edge.
No one wants to wait around to talk to someone. Especially when pests rear their ugly faces. Instead, be proactive and easy to get in touch with. Also, leverage your routing, scheduling and communications software so you can take advantage of any last-minute requests.
Periodically review your customer history and see if you can anticipate issues before they occur. Even if no red flags present themselves, it’s always a good idea to check in from time to time to see if anything needs your attention.
Don’t sweep things under the rug or dismiss your customer’s concerns when things go sideways. Take the time to actively listen and work to resolve issues quickly. This can help you win back trust before your customers decide to look elsewhere for service.
If all else fails and a customer decides to leave, don’t fret. A well-timed “win-back” campaign— using email, direct mail, SMS, etc.—may drive them back into your open arms. Consider some sort of offer to sweeten the deal and you’ll be on your way
Your software plays a crucial role in helping you snag more renewals. Visit FieldRoutes.com today to see how we can help keep your customers right where they belong, in your book of business.
Exemplary customer service is king in the field service industry. It can be easy to let things slip when things get busy, but don’t forget that customer retention is good business. Customer acquisition can cost up to five times more than customer retention, so it’s worth investing in strategies that will prevent your customers from melting away when things heat up. So when the weather gets warmer and the calls flood in, ensure you and your team have the tools to make hay this summer.
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If you need help improving your collections process with cutting-edge technology, contact FieldRoutes. Our experts can help you identify the solutions you need to protect your bottom line.