No customer loyalty over here !!

[ROLLACOSTA]

Over the years I must have worked for thousands of clients,we do a real good job ,do the best we can and clear up real well,only 1-100 isn't satisfied,not a bad percentage imo.

So with all these happy previous customers why am I still chasing hard for the next job,my theory is most customers aren't loyal!

For instance a small town not far from me never had a tree service in the town ,I did no end of work there over a 5+ year period ,clients all seemed happy all payed up etc etc.

Now this small town has 2 tree services running out of the town,now this town may as well not be on the map ,I never get any work from the town,what happened to all my happy previous clients?? again no loyalty!

Now over here a large portion of our summer work is made up of hedge trimming,what amazes me I very often get called to bid on a very well trimmed hedge,someone else's work ,why doesn't the hedge owner call back the person who did the good job the previous year ,this amazes me! no customer loyalty!!

Customers just aren't loyal,my question is why?

 

[Ekka]

I have similar here too mate. Have said it many times, no customer loyalty ... well there is but not enough of it.

I think what happens is they forget who they got, forget the business name, lose the card bla bla and just get the next mob.

Also, as we aren't talking about 10 bucks many get another bid which could be cheaper.

Now as far as the last guy who trimmed the hedge did a great job why didn't they get him back ... I dont know, ask the client.

I've heard things like ... didn't return the phone call after 3 days, doesn't want to do it, not in the business anymore, wants too much, was supposed to come but didn't arrive etc.

As far as not even trying to call them, could be forgot their details/lost their number etc.

And some people like new things, gotta try out another mob! Also, some people might have liked your ad, your truck, your work etc.

Now that neighbouring village, well they're just looking after their own town folk, convenience plus dont want to lose face when they see the tree people around town and not you ...

Imagine that, "Mary, I've been coming here buying me dori's and crisps for 6 months now, oolways paid cash luv and ewe got that other bleedin mob in from out of town, have I oopset you Mary or summit?" Or something like that.

Does kill your profits having to advertise all the time, only if I had handed out fridge magnets from day one!:bang:

 

[ROLLACOSTA]

You just took the words out of my mouth ,fridge magnets thats exactly what i'm going to get..

Cards are a waste of time..

 

[Dadatwins]

On this side of the 'pond' it has to do with price. I have a few loyal customers that call back for even the smallest job and they pay well, "just do the job and send me the bill" type of customers. Most folks don't care about service they just want the cheapest price. More and more folks calling for free estimates that are just shopping price. I tell them on the phone I WILL NOT be the cheapest price but I am licensed, insured, and I will do a very good job for both them and the trees without damaging their property and have many happy customers who will provide references if needed. A few end the conversation right there as one guy said, 'I need the work done, and I am not spending a lot of money to pay for it. Wished him good luck in his search.
It is amazing that people will go to the same doctor for 25 years and never question his price or treatment but for any other service they will call countless contractors and shop prices and usually get screwed over by the cheap hack guy and then blame all contractors as crooks.

 

[SteveBullman]

i give all my firewood customers fridge magnets, defintly the way to go

wouldnt be copying me again now would ya rolla?

 

[ROLLACOSTA]

i give all my firewood customers fridge magnets, defintly the way to go

wouldnt be copying me again now would ya rolla?

Sure am i'm getting an LDV next..

 

[SteveBullman]

in your dreams:jester:

 

[treeminator]

"It is amazing that people will go to the same doctor for 25 years and never question his price or treatment but for any other service they will call countless contractors and shop prices "

funny you said that. i was at the dentist the other day for a quote on wisdom teeth removal. due to my situation, i had a choice to remove either 2 or 4 of them at once. i asked the dentist, "is their a discount or price break on doing the 3rd and 4th tooth since i'm already in the chair sedated?"

my wife wanted to kill me. we left the office and she told me how embarrassed she was blah blah blah.

i don't get it. ALLLLLL day long i'm asked for price breaks and discounts when multiple trees are involved. it's actually part of my sales pitch to now include it and they'll still ask. we are skilled just as the dentist is. we also can injur ourselves a thousand times more easily. so why the hell is it rude to ask a dovtor about his prices. that whole system is so messed up.

 

[trevmcrev]

Rolla,
What are you doing, besides a good job in the first place, to keep these customers coming back? Do you keep a database? Are they in it? Do you send them a thank you letter after doing the job? Do you send them a newsletter or have some other way of keeping in touch every few months? Fridge magnets are good, but there are hundreds of ways of getting repeat business.

Youve got to stay at the top of their mind, so as soon as think of doing anything with their trees again there's no question about who to get.

Think about all the other businesses you are a customer of. Why do you go back to some but not others? One cafe might give you a coffee as you ordered it, it was adequate, and you paid for it without a problem. Another remembers your name and how you have it, and gives you a little chocolate mint on the side as compliments. They also give you a loyalty card so your 10th cuppa is free.

Who do you go back to? Are you disloyal by not sticking by the first cafe?

These days customers service expectations are so high it takes a lot to keep a customer for life. Ahhhh, no dont get me started on lifetime value of a customer. But if you understand that, then you'll understand why its worth doing all those little things to keep them.

Trev.

 

[trevmcrev]

"It is amazing that people will go to the same doctor for 25 years and never question his price or treatment but for any other service they will call countless contractors and shop prices "

funny you said that. i was at the dentist the other day for a quote on wisdom teeth removal. due to my situation, i had a choice to remove either 2 or 4 of them at once. i asked the dentist, "is their a discount or price break on doing the 3rd and 4th tooth since i'm already in the chair sedated?"

my wife wanted to kill me. we left the office and she told me how embarrassed she was blah blah blah.

QUOTE]

Treeminator- Would you have freaked out if the dentist handed you over to his assistant he picked up McDons to pull your teeth with some $2 pliers.

I know, i know-:notrolls2:

Trev

 

[a_lopa]

They dont ring 5 plumbers for a qoute why us guys..... because were the whipping boys of the public "too expensive" "my uncle has a big saw" well why ring me???

If i see an oportunity to load up a job its as good as done,it is buisness.

 

[ROLLACOSTA]

Thanks for the posts guys definatly some posts that are food for thought