Two critical factors are pivotal in driving business growth and security when customers worry about a troubled economy:

  1. word-of-mouth referrals;
  2. and repeat customers.

The  industry grapples with challenges such as potential recessions, labor shortages, and reduced access to working capital. That is why the importance of cultivating lasting customer relationships has never been greater. ServiceTitan’s recent Residential Contractor Report market report reveals  that a staggering 71% of business volume last year was attributed to word-of-mouth referrals, while repeat customers accounted for 39% of annual revenue. Word of mouth includes, reviews, posts on social media, referral in local neighborhood groups as well as neighbor to neighbor recommendations.

The Most Common Mistake

This is where we see the most common mistake; companies send out the least trained and experienced technician.

  • Are they truly ready to represent the value of your people and your brand?
  • Do they carry themselves with the confidence that your customers need to know you are the best solution for them in the future?
  • Have you wowed your customer, and delivered an over the top experience in this simple transaction?
  • Does the customer realize there is no reason to ever call anyone else?

Please invest the time and effort in thinking through why this is so important.

Understanding Transactional vs. Relational Customers

Let’s delve into the importance of transforming one-time deal seeking, transactional customers into brand loyal relational ones, and the profound impact this shift can have on the residential service contracting business.

Wizard of Ads Partner, Ryan Chute breaks down the difference between transactional and relational customers. Transactional customers are primarily driven by price and deals. They are the bargain hunters, often lacking loyalty and prone to switch brands for better deals. On the contrary, relational customers look beyond price, valuing aspects like quality, trust, and the overall experience. They are the ones who form emotional attachments with brands, often turning into advocates and repeat buyers.

The Shift from Transactional to Relational

Transforming a transactional customer into a relational one is not just beneficial but essential for sustained growth in the home services market. The process begins with exceptional service, that is BETTER than they expect, you must exceed the basic expectations of a customer. When a contractor goes the extra mile, it creates a lasting impression, laying the foundation for a long-term relationship.

Engaging customers on a human level helps in understanding their unique needs and preferences, allowing for tailored services that are relevant to them. Educating customers about the value offered, beyond just the cost, also plays a crucial role in this transformation. This value-centric approach can shift the focus from price to the overall benefits and satisfaction derived from the service and the overall business.

Leveraging Word-of-Mouth and Repeat Business

The power of word-of-mouth in this sector, as indicated by the 71% business volume it drives, is monumental. Satisfied customers not only return but also become brand ambassadors, recommending services to others. This organic form of marketing is cost-effective and highly impactful. Repeat customers, contributing to 39% of the annual revenue, are indicative of the trust and loyalty earned by businesses. They represent a stable revenue stream and are less price-sensitive, often willing to pay a premium for trusted services.

The initial interaction with a customer sets the tone for the future relationship. Investing in this initial experience is critical. It’s not just about making a sale; it’s about starting a journey with the customer. This includes understanding their requirements, offering customized solutions, and ensuring they feel valued and heard. Such investment in the early stages of customer interaction can significantly elevate the chances of converting them into long-term, loyal clients.

The Role of Brand Values and Community Involvement

Aligning customers with a brand’s values can transform their perception from seeing a service as a mere transaction to being part of a larger community. Involving customers in brand-related activities, sharing stories of the brand’s mission and values, and consistently delivering on promises strengthens this bond.

The Way Forward: Focusing on Relationships

The path to success in the home service contractor market is intricately linked to the ability to build and nurture customer relationships. By transitioning from a transactional to a relational approach, businesses can not only enhance their immediate revenue but also pave the way for long-term growth and sustainability.

The emphasis should be on creating memorable customer experiences, leveraging word-of-mouth, valuing repeat business, and marketing to both relational and transactional customers effectively. As the industry continues to evolve, those who master the art of relationship building will undoubtedly emerge as leaders, charting a course of profitability and resilience in an increasingly competitive landscape.

Latest posts by Bryan Eisenberg (see all)