Retaining Current Business

samstewart1979

samstewart1979

New member
What are some strategies that you guys use to retain current business? Obviously becoming friends and creating that relationship with customers is a big one, and I have also smoked some BBQ for a chain when they had a managers meeting. I'd like to hear some creative ways that people keep from losing contracts. What are some signs a customer is about to quit you? What do you do to save the account? I've got an 8 year sales background but in a different industry, so cleaning industry specific ideas would be great.
 
samstewart1979 said:
What are some strategies that you guys use to retain current business? Obviously becoming friends and creating that relationship with customers is a big one, and I have also smoked some BBQ for a chain when they had a managers meeting. I'd like to hear some creative ways that people keep from losing contracts. What are some signs a customer is about to quit you? What do you do to save the account? I've got an 8 year sales background but in a different industry, so cleaning industry specific ideas would be great.
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Should be a Great Thread
 
You have to walk a tight line between a Friendship & Business relationship. It still comes down to quality & price at the end of the day. Customer turnover is just part of the business, but if you forged a strong relationship with your customer and lose them for whatever reason, you can bet they'll be back if they experience any problems with the Company they left you for.

They will hold them to the same standard of service that you provided.
 
True. It can be a fine line. At the end of the day, they are still giving you money to perform a service so a friendship can't get in the way of that..... on either side. They can't think they can jerk you around on a check and you can't think that they will accept short cuts on work. I also try to check in with them from time to time via text or taking my kids to eat at the restaurant, etc. In my former job, I have lost accounts due to not forging a relationship with the guy because he was just socially awkward.
 
Quality and dependability are key, I try to maintain a professional relationship with my customers but I would not say that we are great friends or anything. As long as they can learn to trust that you will do the job and do it well every time they have no reason to switch. I have people try to under cut me all the time and it rarely works because I set a high standard. Cheap is rarely good, and good is rarely cheap. I guess my only tips would be to do the job to the best of your ability every time. Don't try to get rich off any one job, but also don't sell your self short. Customer's appreciate a company they don't have to worry about our baby sit and in most cases will pay more for it. Good luck
 
rng_pw said:
Quality and dependability are key.....I have people try to under cut me all the time and it rarely works because I set a high standard. Cheap is rarely good, and good is rarely cheap. I guess my only tips would be to do the job to the best of your ability every time. Don't try to get rich off any one job, but also don't sell your self short. Customer's appreciate a company they don't have to worry about our baby sit and in most cases will pay more for it. Good luck
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Well said Sir & couldn't agree more....Your last sentence is a direct hit.

Got a call from a PM that helped us get on with her Company, one of the largest in our area. She called to say that she had left her old employer and is now working for an even larger Company....her first call was to us for service. I say that not to brag but shows me that the relationships we forge with our PM's and the standard of quality we maintain are working. I felt very humbled after the call & proud of my guys for their commitment of quality work.
 
Ron, you're killing me smalls! I love how he was about to ramble and you said... "Hey, have a good weekend. Bye" LOL

You are the man. I have learned a great deal from you, honestly.
 
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