If you’re running a repair service shop and depend solely on new leads to measure business success, 2023 is the year to redo your business strategy.
Customer acquisition costs five times more than doing business with existing ones. Although new business opportunities always sound exciting, existing customers are likely to spend up to 67% more than newly acquired ones.
Loyal customers don’t just rescue your business from high operational costs but are also a clear indication of exponential growth. While that is no secret, this blog gives out 6 of them for your repair service business to create loyal customers.
After incorporating a market-leading inventory management system, here are some key areas your repair service businesses must address:
- Accessibility & Ease of Use
Ensure that your customers find it easy to place repair orders, make payments, and get delivery.
- High Efficiency
Do not take more time than necessary to get repairs done, but without compromising quality.
- Communicate with Customers
Keep in touch with your customers at all times to identify the areas that need improvement.
Implement Quick Response Procedures
To begin with, repair businesses must ensure that they are visible to customers and provide solutions as quickly as possible. Nothing is more frustrating than not being able to connect with a repair shop while experiencing a problem with your device.
We’re in 2023, and today’s customers do not go around searching for contact information or addresses to reach out to your repair service. And if their calls or emails go unanswered, you won’t get a second chance. In such a competitive business environment, going the extra mile is not an option, but an integral ingredient of the recipe for success. Every time a customer interacts with your company, you have a chance to boost engagement and turn them into loyal customers. This entails that your business must deliver lightning-fast responses to customers’ requests.
Streamline Orders, Tickets, and Invoicing
Managing a loyalty program starts with streamlining processes and tasks to minimize delays as much as possible. With RepairDesk’s efficient invoicing and billing software, your business can automate everyday processes and marginally reduce human error.
RepairDesk offers a variety of POS integrations for point-of-sales systems, aiding overall process optimization in repair shops. With an all-in-one inventory management system, repair service businesses can keep track of spare parts to be ordered. The resultant boost in productivity means orders can be completed much faster.
Ultimately, satisfying your existing customers through quick and reliable services is a sure shot at building brand loyalty.
Make Everything Easy to Understand
When it comes to customer experience, convenience is key. Your business strategy must ensure customers should not be spending too much time just to get their heads around the services you offer, or how they can place a repair order.
Instead, the goal is to make your customers feel at home with a smooth experience – regardless of the price they are paying.
Think of your customers as people with whom you want to build trust-based relationships. While you receive every repair order the same way, your business can treat each customer uniquely. You can achieve this by adding a personal touch wherever possible to make your customers feel valued.
Take Customer Feedback and Act Upon it
Another way to add value and create loyal customers is by asking them what they like or dislike about your services. Communications with customers do not have to be limited to sending emails and newsletters. you have to make it a part and parcel of your active business strategy.
Starting with information about the repairs that need to be done on their devices, disclose the estimated delivery time to your customers and keep them in the loop for real-time updates.
While newsletters are a great way to boost customer engagement, emails and text reminders of due services can add a cherry on top. Constantly communicating with customers takes your business to the next level and definitely plays a vital role in creating loyal customers.
Offer Rewards to Loyal Customers
Once that is done and your customers begin to show loyalty, the next step in your business strategy is to reward them for it. Loyalty programs come in as a cost-efficient way to incentivize customers and keep them happy. The smartest of loyalty rewards are referral bonuses. This is where your existing customers become the stepping stones for new ones.
Developing your loyalty program as per 2023 standards takes a bit more than just creating a sheet with a list of customers who keep coming back. In order to personalize gifts or free services, your repair business will need an all-in-one point of sales system that is more than just an invoicing and billing software.
Modern cloud-based POS systems record and display customer insights to help you reserve your best incentives for the most loyal customers. With such a system, you can set up a hassle-free loyalty program and enjoy the benefits of improved customer engagement.
Get the Word Out
Nothing creates loyalty like customers’ word-of-mouth or positive online reviews. When treated well, customers tend to talk highly about your repair business. This has a stronger effect of convincing users compared to any marketing tactic.
Loyalty programs are undoubtedly the best way for getting the word out, but they won’t work unless you really treat your customers well. Social media reviews about exceptional services and a well-structured loyalty program act as an anchor to hold up customers. So, establishing a social media footprint is a must for your repair business.
Another great marketing strategy is to create a membership or a club that any customer, new or existing, can join. Your repair business can set criteria for enrollment into the club. For instance, customers can avail of 5 points, or 2 free services in exchange for additional information about the customer.
By implementing RepairDesk’s top-notch point of sales system, your business can grow its loyal customer base and unlock higher profit margins. To learn how RepairDesk can help your business improve customer engagement, get your free trial today!