The ultimate goal of all marketing efforts should be to establish customer relationships which endure for years to come. Inspiring customer loyalty is a much more effective and less expensive strategy than having to constantly drum up a certain quota of new orders for service. Here are 5 steps to building customer loyalty:
When first starting off on a new venture, zeal comes easily. It requires professionalism and determination to consistently demonstrate an inner fire of excitement about your car wash business. Genuine enthusiasm is like a magnet which draws people in because it creates a spirit of confidence and good cheer. An enthusiastic person just naturally inspires loyalty.
Once you have a strong grasp of what your customers are paying for, you should be able to deliver it without fail. There are three types of customers you can count on:
Deliver on these expectations and customers will not only call you again, they’ll tell their friends about you.
Above all, never take them for granted. Treat each customer like your number one client. Give them consideration beyond promptly providing excellent service when called upon. Anticipate their evolving needs; and go out of your way to connect with their uniqueness, which personalizes the relationship. Consider what you would want as a loyal customer, and occasionally provide some type of unexpected benefit or acknowledgment.
Research reveals that of all customers who complain, you’ll only lose 10% of them if you resolve their issues without delay. It’s far better to be business-wise than to deny customers whatever considerations they demand.
Decide what you want your customers to say about your car wash business, and focus on business ethics which support that image. Put the strengths of your business on display at all times. This type of consistency builds enduring trust.
You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won’t be profitable for long. If you apply these five simple rules consistently, your business will become known for its good customer service. And the best part? DetailXPerts’ purpose and passion is to provide professional car wash and auto detailing services based on industry knowledge, expertise and exceptional customer service.
Enjoyed this post? Sign up for our newsletter to receive more valuable business and franchise info, ideas, and extras!