The average cost of acquiring a new customer is $250-300. While that may seem high, the lifetime value of an HVAC customer is estimated to be $42,700. In light of the cost of acquiring new customers, maintaining your current customer base should be of utmost importance. Communicate with them three to four times a year or at a minimum send them seasonal service reminders.
CLICK HERE TO REGISTER NOWHow do you gain that trust? You provide great customer service, communicate regularly, advise them of special rebates or discounts, and remind them when it’s time to get the equipment serviced and to change their filters. In other words, don’t let them forget who takes care of the family’s home comfort. One last thing, when you get a new customer, don’t forget to thank them for their business.
If you haven’t communicated with your homeowners in over 3 years, they are NO LONGER considered your customer. Out of sight, out of mind. You’ve heard that old saying. Communication is critical to maintaining your customers.
Send individually or as part of the Neighbor Network Program which includes lead generation and a customized thank you card to the homeowner.
Mail postcards or send emails through the digital messaging subscription. The system allows you to set a reminder to alert you when it is time to send postcards again.
Communicate with customers via email and text messaging, including monthly eNewsletters, coupons, and reminders for service and filter changes. Text messaging requires your customers to Opt In by giving permission to receive texts. Sorry, it’s the law.
Customize your message and offers. Give these to every new install and anyone you don’t currently have on an annual agreement. You might have some techs that are not comfortable asking homeowners to buy something. This is a passive selling tool that provides the advantages and details of your program.