Take The Lead On Customer Retention

Sep 19, 2021
2 min read
Take The Lead On Customer Retention Image
Dots SVG Image

Customer relationships are your most valuable assets. As a fundamental part of your customer strategy, it literally pays for you to focus on customer retention. Recent studies show a 5% increase in customer retention can result in a 25% or higher increase in profit. Not only are happy customers more likely to spend more over the lifetime of their relationship with you, but they’ll also be a source of valuable referrals of potential new customers.

Kickstart your customer retention strategy with this simple Checklist: 

  • Create A Retention Plan 

Customer retention begins with the first interaction a customer has with your technician and office staff. By creating a plan and involving everyone on the team, you build ownership and buy-in across the company. 

  • Be Proactive 

Whether outreach is based on service dates, service calls, or seasonal expectations, building a regular schedule of personalized communications to current customers gives you the chance to hear real-time feedback, which strengthens your relationship. 

  • Provide Convenience 

Utilize technology like AutoPay, SMS and email messages, and online customer portals to make it easy to initiate, schedule, pay and comment on services. Providing convenience for your customers improves the customer experience and increases retention.

  • Be Responsive 

One of the easiest ways to build trust with customers is to go above and beyond what is expected. Whether it’s finding time for a lastminute appointment, or responding to a pest emergency quickly, going above and beyond builds relationships that last. 

  • Say “Thank You!”


Thank customers for their feedback, for their business, for their time, and even for their complaints. The top reason customers switch service providers is feeling unappreciated by the company. 

  • Anticipate Customer Needs 

Reference detailed customer history and service notes to anticipate customer needs. This proactive approach can eliminate problems before they occur and build customer loyalty.

  • Take Complaints Seriously 

Listen to your customers and allow them to explain the issue. Be nice. Treat them as you would like to be treated. Apologize and carefully work to resolve the issue as quickly as possible. 

  • Be Easy To Reach 

Make sure you’re easy to reach and very responsive to customer questions. Keep your customer service number front and center on your website. 

  • Give Your Customers A Voice 

Offer simple customer service surveys and act on the results. Find out what’s important to your repeat customers and what they’d like to see improved. This proactive approach enables you to see how your service is performing in relation to customer expectations. 

  • Stay Engaged 

Keep your blog and/or social media pages active and respond to customer comments you receive. Take the time to respond to customer comments or complaints on digital review sites like Yelp, too.

Above all else, remember that it costs far more to attract a new customer than to keep an existing one. An investment in happy customers is an investment in your field service company’s profitable growth.

Get FieldRoutes updates in your inbox

FieldRoutes needs the contact information you provide to us to contact you about our products and services. You may unsubscribe from these communications at any time. For information on how to unsubscribe, as well as our privacy practices and commitment to protecting your privacy, please review our Privacy Policy.

Wanting more? Check out some of our other tips and tools!

FAQ: Making The Transition To FieldRoutes As Your Software Provider

FAQ: Making The Transition To FieldRoutes As Your Software Provider

Knowing the technical steps of making a transition from one software provider to FieldRoutes is important. But you might have other questions.

The Secret To Keeping Customers Happy Throughout Busy Season

The Secret To Keeping Customers Happy Throughout Busy Season

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.

Preparing Your Field Service Business For A Natural Disaster

Preparing Your Field Service Business For A Natural Disaster

Expect the unexpected. In this Checklist, we’ll go over a few actions you can take to help maintain operations during emergency situations.

Top 6 Automation Hacks To Get Your Time Back

Top 6 Automation Hacks To Get Your Time Back

Growing your business shouldn’t be this hard. Do a great job, sign up more customers, then kick back and watch the money roll in.

3 Ways You Can Attract And Retain Millennial Customers

3 Ways You Can Attract And Retain Millennial Customers

Finding software that meets your operational and marketing needs can be tricky. That’s where FieldRoutes comes in. Our fully integrated Marketing and Operations Suites give you the tools you need to appeal to millennials and grow your business.

How To Get Rid Of Late Payments Pests

How To Get Rid Of Late Payments Pests

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.

FieldRoutes helps field service companies simplify, scale, and grow.

Graphic Conversion Panel