Retention Focused Close Retention Focused Close Fact Less

Retention Focused Close Fact: Less than half of the first time customers we service

Retention Focused Close Why do we lose these customers? What could we do better?

Retention Focused Close It is important to recognize that these customers do not necessarily

Retention Focused Close WHAT DO WE WANT? ! TO COME BACK!! WHEN DO WE

Retention Focused Close YOU want to come back, not just someone in a yellow

Retention Focused Close If you have built a good rapport with your customer and

Retention Focused Close Book the next appointment! Yeah that’s right, let them know when

Retention Focused Close OYCG Quite possibly the best way to get back in the

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Retention Focused Close

Retention Focused Close Fact: Less than half of the first time customers we service EVER CALL US BACK!! SCARRY!

Retention Focused Close Why do we lose these customers? What could we do better? How can we get them back?

Retention Focused Close It is important to recognize that these customers do not necessarily hate us, they just don’t LOVE us. When the time comes to get the carpet cleaned most people simply react to an add or coupon. True loyalty is when they can look past the advertising and call a trusted friend in the industry.

Retention Focused Close WHAT DO WE WANT? ! TO COME BACK!! WHEN DO WE WANT IT? ! SOON!! HOW OFTEN? ! 3 TIMES A YEAR WOULD BE NICE!! Get it? ? 3 times a year? !

Retention Focused Close YOU want to come back, not just someone in a yellow van wearing a black shirt. Why would you spend so much time and effort establishing yourself a s a real pro only to have the customer forget you even exist? It is ok to let your customer know that you would like to return for their next cleaning. And that if they enjoyed the service you provided that they should ask for you and you will provide the same great service next time.

Retention Focused Close If you have built a good rapport with your customer and proven yourself worthy of their affection it is not too far of a jump to become their “carpet guy”. Being the carpet guy means that you are the trusted industry expert and they can count on you for sound advice and quality services

Retention Focused Close Book the next appointment! Yeah that’s right, let them know when YOU think the next cleaning should be done. Call the appropriate person and get it scheduled. Even if there are 3 cleanings for example… book all 3! Get it? I did it again!!

Retention Focused Close OYCG Quite possibly the best way to get back in the door is to show the customer the value in joining our preferred customer program, the One Year Clean Guarantee!! This will incentivize and remind the customer why Stanley Steemer is the ONLY company they should use