REPEAT BUSINESS

The initial sale is certainly important, but is not the “most critical” sale in regards to the long-term profitability and ultimately the success of your company. Initial sales while certainly profitable are not as profitable as repeat business. The sales that follow after you have earned the customer’s trust will ensure higher profits. Expenses such as marketing are not figured into the cost of repeat business as that cost was absorbed in the first sale. Generating repeat business and keeping customers go hand-in-hand. Satisfied customers will return repeatedly and will recommend you to their friends, relatives, neighbors and business associates. Keeping a customer happy is easily within our control. Here are some suggestions: Do the job right from the very beginning. Make sure your first interaction is positive. Follow up. Correct any mistakes that may occur. If you lose a customer, learn from the mistake. Stay ahead of your competition. Customers have many choices and will usually select the company that is most dependable and reliable. Focus on the CUSTOMER. It’s easy to get caught up in our own products and services that we forget about the people who buy them. The entire company, from the CEO to the cleaning technicians are part of the Customer Service Department. Don’t be afraid to make exceptions or adjust company policy to accommodate special requests or assuage unhappy customers. Simply put, a happy customer means repeat business. Related Articles and Information: Customer Service in the Carpet Cleaning Industry The 15 Factors of Success in Carpet Cleaning Business The Customer Is (Still) Always Right There Is No Substitute for Service Twenty Steps to Success What Makes a Company Successful in the Carpet Cleaning Business? Thank you for reading Bane’s Blog® Please read the latest issue of the Clene-Times® at www.baneclene.com/publications/. Please visit our web site at www.baneclene.com. The Bane-Clene® Team. Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. Bane-Clene Home Page Articles, Videos and Products for Professional Carpet Cleaners On-Line Spot & Stain Removal Guide & Procedures for the Professional Carpet Cleaner