Repeat customers are an essential part of growing an electrical business. Having a loyal customer base can give you a solid source of revenue when work slows down and could help you attract new customers. But how can electricians create strong trade customer loyalty?
Electrician customer retention may sound complicated, but it may be easier than you think. Simple steps could help create a positive customer experience that creates a customer for life.
Why is it important to create customer loyalty?
You may have heard that keeping a customer is cheaper than getting a new one. If you think about it, this makes sense. Finding new customers means spending valuable time and money on research and advertising. In contrast, your existing customers already know and trust you. It typically takes far less effort to get them to book a job.
Established customers can also create a reliable source of revenue for your business. Some seasons, such as spring and summer, are often busier because new builds and renovations are popular during these times of the year. But what happens during fall and winter? This is where loyal customers could help you fill your schedule by booking unexpected repairs, general maintenance, or follow-up services.
Trade customer loyalty could help you attract new customers. A happy customer is more likely to refer your electrical business to their family, friends, or colleagues. Electrician customer retention is the steps you take to keep your customers happy and coming back to you—do them right, and you could have a ton of valuable referrals coming your way!
How to create an unforgettable customer experience
Creating a positive electrician customer experience can be simple, but it does take work. Here are five ways to help nurture trade customer loyalty for your electrical business.
1. Create a professional first impression
People want to hire professionals. Going out of your way to show you are a true pro can go a long way toward building trust and customer loyalty. A first impression starts before you arrive at a customer’s home or business.
Ways to create a professional first impression include:
- Building and maintaining a professional website
- Curating a helpful and useful social media presence
- Keep your work vehicle clean and tidy
- Wear clean, well-fitting clothing with your company logo
- Arrive on time and let customers know if you can’t make their scheduled appointment
- Act friendly yet professional when you’re on a job site
- Bring extra business cards to leave behind
Steps such as these can help customers feel at ease while you’re in their home or business by showing that you are a professional electrician who takes their job and time seriously.
Recommended reading: 6 Tips for Electrical Contractor Productivity
2. Keep customers in the loop
Leaving customers in the dark can quickly backfire. While they may not need to know every detail of the work you are doing, you should keep them updated. If something goes wrong, letting the customer know sooner rather than later could help you manage their frustration and keep them happy with your work.
For example, a supply shortage could create a delay if you’re unable to order an essential part. Letting your customer know this early could help them plan around the project, reschedule renovations, or choose an alternate solution.
3. Act like a salesman
Turning a profit is important for any electrical business—as long as it’s not at the expense of your customers! However, that doesn’t mean you can’t upsell your services to bring in extra bucks.
Offering multiple estimates is one way to potentially increase profits that can also benefit your customers. Presenting them with a low-end, middle-grade, and high-end estimate gives customers options to suit different budgets. It also speaks to your professionalism, showcasing your electrical know-how and ability to suggest multiple solutions.
4. Be prompt and careful with paperwork
Dealing with paperwork is no fun, but handling delayed documents may be worse. And careless errors can make this task even less enjoyable. You can make things easier for your customers and yourself by keeping on top of your admin tasks.
Promptly sending payment invoices and receipts to your customers are often appreciated and may remind them to pay you on time. If you work with commercial customers, you may need to provide other paperwork before and after a job is complete. Accurate estimates, safety certifications, and inspection documents can help build customer relationships and inspire loyalty.
5. Take on customer feedback
Your customers can be a great source of feedback for your electrical business. Their comments, suggestions, and complaints may help you improve your services and their experience. They may alert you to areas where your service falls short, times when you didn’t provide the best impression or electrical services you might consider offering in the future.
Customer feedback can be gathered in many ways, such as:
- Email or phone surveys
- Online business reviews
- Asking them face-to-face
- Social media comments
If you take customer feedback on board, you could keep many customers that might otherwise look for another electrician the next time they have a job.
Protect your electrical business
Electrician customer retention is important to building and growing your electrical business. Happy customers may be more likely to hire you again and recommend you to their friends. This can create a steady flow of jobs all year long!
While you’re working to grow your electrical business, consider protecting it too. Electrician insurance—such as General Liability and Professional Liability coverage—helps protect your business against everyday risks. Compare quotes and get instant coverage with BizInsure. It only takes 10 minutes!