| Keeprite.com

Why Follow Up with
Homeowners After the Sale?

Because Customer Retention is an Important Part
of Your Marketing Strategy and Your Bottom Line

You and your sales people probably say, "Thanks," to homeowners after they've purchased a new KeepRite® comfort system for their homes, right? But, do you follow up with customers after the installation to see how things are going? Do you ask if they have additional questions after they've used the KeepRite heating and cooling system for several weeks? Today, we're going to discuss:

Why Follow Up with Homeowners After the Sale?
It's important to continue your business relationship with customers after the sale and installation. Why? According to Matt Mansfield in his article, "Customer Retention Statistics  The Ultimate Collection for Small Business," "65 percent of a company's business will come from existing customers," and "repeat customers spend 33 percent more than new customers."1 As these statistics demonstrate, customer retention can have a big impact on the future success and profitability of your business. 

What Is Customer Retention?
"Customer retention is the process of engaging existing customers to continue buying products or services from your business,"
according to Neil Patel in his article, "Customers Come Back! Learn How to Use Customer Retention to Your Advantage."2

Think of it this way: If you provide excellent customer service during the initial sale and continue to be helpful following the transaction, the customer is more likely to call you when they want to add a new Ion System Control to their system, or they have a friend who needs a new AC unit. Customer retention is all about relationship building and brand loyalty. 

Customer Retention Strategies You Can Use
Let's keep those customers coming back! Here are a few customer retention strategies you could use: 

1. Say "Thank You": It's important to reach out to the customer and geniunely say "Thank You" a few days following installation of their KeepRite products. Be sure to ask each customer their preferred mode of communication (i.e., phone call, email, DM, mail, etc.). Then, follow up using that method. Maybe the owner of the company sends a nice letter or the salesperson calls following installation to say, "We appreciate your business."

2. How Is Everything Going?: It's a good idea to check in with the customer a few weeks after installation to see how things are going. Is your new KeepRite comfort system working well? Do you have additional questions about the product? Have you been happy with it? Anything else I can assist with? Answer any remaining questions and listen to the feedback each customer provides. This will help you and your company solve any potential issues and improve for future customers. 

At this point, it's a good idea to ask the customer if you can add them to your email list to keep them informed of any new product information, and upcoming service or cleaning discounts. This will help you continue the relationship with them. For more information on "Enhancing Your Email Marketing Strategy," click here.

Stay connected via social media as well. You might invite customers to "Like" your business Facebook® page to see the latest information on your company and KeepRite products. 

3. Continue the Relationship: You don't want to send customers something every week, but try to keep the lines of communication open. If you have a monthly e-newsletter on your company, new KeepRite products, or community efforts, email it to your existing customers (as long as they have opted-in for such communication). Reach out to customers when the seasons change to schedule system checks or cleaning. 

4. Don't Be Afraid to Ask for a Referral: When the customer says s/he is "so happy with the new KeepRite comfort system," don't be afraid to ask for a referral. A third-party endorsement from a customer is worth its weight in gold for your business. You could send the customer a follow-up text or email to request an online review or ask for permission to put the testimonial on your website. For more tips on "Building a Successful Referral Program," click here

Now that you have a better understanding of customer retention and a few strategies to continue the business relationship with existing customers, let's keep those customers coming back! If you attempt to keep the lines of communication open after the sale, existing customers will be more likely to purchase from you again. They can become loyal ambassadors of your brand and they could refer others to your company for years to come. 

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