People today underestimate one of the essential values companies should look to provide – proper customer support. Of course, it is understandable that you can’t please everyone but you should still make the extra effort to do so. After all, your clients are your main source of income and marketing. So, it is only logical that to develop your moving company, you should focus on your clients and their satisfaction. Once you do, you will see why this is one of the better ways to boost conversion rates. But, just in case you don’t have the time, we have prepared an insightful article for you.
Convert customer satisfaction into profitable moves
How much do people actually move? On average, your typical person in the US will move around 11 times during a lifetime. And statistics show that over 80% of homeowners will look to family, friends or co-workers for recommendations for movers. So, as far as moving trends go, customer satisfaction should definitely be a focus point. Not only does it lead you to potential customers for life, but it can also boost your conversion rates through referrals.
And all it takes is for you to invest in excellent customer service and support. So, to demonstrate how easy this is, we will go ahead and analyze the improvement of customer service throughout the move, from start to finish.
#1: Before the Move: Devote enough time to each move and make it personal
There is nothing more annoying to potential clients than moving crews that are impatient or uninterested in the detail of the actual move. Even though this might be just another day for you, it is not for the customer. You are going to handle their prized possessions and belongings after all. So, it might not hurt to prove to them that you do in fact care.
It doesn’t take much time for you to communicate with your customers and hear them out. There must be items that are more valuable to them than other and thus demand extra care. So, demonstrate proper customer support by taking extra steps to ensure the safety of those belongings during the move. Remember – each and every customer is unique. They may have special needs that you will need to accommodate.
#2: During the Move: Make every move and satisfied customer count to boost conversion rates
Leads are often the best way to make a relationship with the clients
Nobody likes to communicate with multiple people for a single job, and relocation is no different. This is why each homeowner should have a single lead contact to deal with them throughout the relocation. This individual will be introduced to the customer from the very start and will be in charge of every detail of their move. Leads usually practice extreme caution and attentiveness. They will come by early with the moving crew and go through the home and the more valuable and important belongings the client wants to keep safe. The lead conveys trust from a project management perspective.
Make sure that all important people are in communication during the move
The Lead focuses on the on-site aspect of communication. But that shouldn’t stop as soon as the truck is loaded and drives off. Instead, you should create a clear communicative strategy between the customer and rest of the movers. As Lead, you need to ensure that all parties involved have the contact information of the other. This is just in case of potential complications or change of plans. Plus, it shows people how seriously you and your moving crews take any job, no matter how big or small.
Train your moving team for anything
Each member of your moving team is a direct representation of the reputation and culture your company enjoys. So, it’s essential that you make sure that all your movers are well-trained for anything. This way, you minimize complaint and insurance claims for any potential mistakes that might occur with inexperienced moving crews.
Boost conversion rates by demonstrating value to homeowners
As overwhelming and stressful as moves can be, homeowners will not always be able to find what they need. It is your job to make the extra effort and help diffuse their stress. And here are some guidelines on how to accomplish that:
- Start the day off right! Surprise your host with coffee and breakfast muffins for your staff and them.
- To keep energy and morale high, provide treats and refreshments for the customer as well as your moving crew.
- Keep an “Essentials Box” in reserve for those customers who forget to pack one. They can’t find a box opener, but you have one they can borrow. They cut their finger – make sure you have a first aid kit.
It’s the little things and attention to details that count most. This type of approach will make you stand out as an exceptional service provider, which will boost conversion rates.
After the Move: Feel out the situation with referrals and repeat business
Get the feedback from the customer
Once the job is complete, it’s important to check whether the client is happy with everything. In case any issues arise, make the effort to solve them on the spot, so as to leave a lasting impression. The worst thing you can do is walk away from an unsatisfied customer. Always try to minimize negative reviews as much as possible – they can end up costing you much in terms of future leads and referrals.
And if everything is in perfect order, the Lead mover should take the time to express gratitude for the business and opportunity to relocate them. This is also when you should take the chance to express how much their business and any future referrals from them would benefit the growth of your business. As marketing for movers dictates, you should always have a business card handy.
Boost conversion rates with Follow-Up Emails
Never be afraid to ask for general feedback through official online channels. Businesses today flourish with the help of online reviews because people want to make sure what they are paying for before they do so. And with so many fraudulent companies, who can blame them? But this is all the more reason for you to promote your brand as one that people can trust in and rely on. These Follow-Up emails you send to customers should include:
- Helpful links to Yelp and other review sites important to the moving industry.
- Links to your social media pages.
- Ask for them to email a quote you can use on your website or other promotional channels.
- Consider offering a small gift or referral bonus for new customers that mention the referral.
- Ask them to recommend you to their realtor. Partnerships with realtors are always beneficial and can easily boost conversion rates.
Use customer service as a strategic advantage to boost conversion rates
Excellent customer services can make all the difference between you and your competitors. By focusing on customer support, moving companies gain the chance to truly stand out and stay ahead of the competition. So, this is definitely a strategy worth exploring.