• 4% felt pricing was unfair.
  • 9% moved or passed away.
  • 12% had an unresolved complaint.
  • 16% took a competitor’s offer.
  • 55% left due to your “indifference.”

For your customers, it’s easy to lose “just a contractor”...it’s very hard to lose a relationship. So, keeping your customers means investing in and establishing lasting relationships with your customers. The case for retention is more than warm fuzzies – it’s about your bottom line. So how do you make retention happen? Here’s a look at retention in six easy steps:

  1. Thank you cards, calls, emails
  2. Deal Sealer Cards, emails
  3. Newsletters (actually “your” own media)
  4. Maintenance Agreements
  5. Reactivation letters
  6. Referral requests

This entire marketing effort, costs roughly $5.80 per customer. Considering transaction size, repeat frequency, closing ratio, and referral rates, the contractor who chooses not to do retention is intentionally sinking profits. In other words, it costs more not to have a retention program than to have one.

Fall customer retention kits are available now. Email [email protected] or call 800-489-9099.