Spot It.
Customers used to come back on their own. Now many buy once and don't return, or they come back less often than they used to. More of your sales have to come from brand-new customers, which takes more time, money and effort to win.
Sight It.
Repeat business depends on staying in touch and staying useful. After the sale, communication often stops completely. Customers may not know about other products or services you offer. Competitors may be reaching out to them more often than you are. And there is usually no plan for what happens after the first purchase, so the relationship depends on the customer remembering you.
Solve It.
Plan for the second sale:
- Look at past customers and how long it usually takes before they need you again.
- Set reminders to contact customers before that point arrives.
- Let customers know about related services that could help them.
- Create a simple routine after every job: a thank you, a check-in and a suggested next step.
- Track how many customers come back, and review it every quarter.
Keeping a good customer is usually easier than finding a new one.
Fixed it yourself? Great. Want help making it stick? Talk to a Troubleshooter.