Attracting new customers is important for growing your moving business. But for long-term success, securing customer loyalty as movers is just as vital. A loyal customer base comes with many advantages – moving company marketing becomes easier, brand awareness grows, and profits increase, among other things. With so many benefits to gain, it is clear that customer loyalty is worth investing in. But how do you inspire loyalty in your customers? The answer isn’t always simple and straightforward, but there are a few tactics worth trying.
Why is customer loyalty so important for businesses to secure?
The average American moves 12 times in their life. Most of those relocations are local or at least within the state. So there’s a good chance that every customer you move will move again and most likely within your service area. If you impress them the first time around, they’ll come back, thus creating more business for you. But that’s not all – loyal customers also help advertise your moving company by leaving reviews, talking about their experience, and recommending you to friends. This, in turn, helps spread the word about your services and build a good reputation.
Tips for securing customer loyalty as movers
Moving is tricky because there are some aspects of it that are simply out of your control. So sometimes, despite your best efforts, things go wrong and you lose favor with your customers. But that’s just all the more reason to implement tactics that foster customer loyalty.
Deliver high-quality services
Your customers are not going to be loyal if they’re not first satisfied – they’ll simply leave and turn to your competition. So the first step to building a loyal customer base is always making sure your customers walk away happy. Hire good movers, train them well, and equip them with quality tools and supplies. This is an investment, but so is any other business. In the end, it pays off to reliably provide quality services. You’ll avoid a lot of trouble and gain a lot of happy, loyal customers.
Treat your customers right
Customer satisfaction is about more than just quality services. People want to be happy with every step of the process. It’s your job to give them the best possible treatment throughout the move. This includes working on a responsive web design and SEO, offering accurate estimates for free, communicating with your customers promptly and honestly, and being understanding when emotions get the best of them. This will earn you a lot of respect from your customer and they’ll be more likely to forgive you even if something does go wrong with their move.
Provide quality customer support
Moving is a difficult and confusing time for many. For this reason, they may need support during the process. As a professional, it is a part of your job to answer questions, provide explanations, apologize for delays and other issues, and resolve any problems that may arise. This can make a huge difference in the impression you leave on your customers. They might forget all the good work you did if they feel like you did it unwillingly or with a bad attitude.
On the other hand, if things go wrong and you provide good support, you can turn a bad experience around. Most customers understand that things go wrong sometimes; they’ll be far more willing to forgive, however, if you can resolve the issue and apologize genuinely.
Respond to feedback
It is very important to know what your customers think of your business and your services. You are, after all, working for them. This is why you should encourage them to leave reviews with their honest opinion. It sounds like a risky option because sometimes, customers are simply unhappy. This translates to bad reviews and damage to your reputation that only high-quality digital marketing for moving companies can rectify. However, it’s a risk you have to take. Positive reviews are simply too vital for your business – they’re the social proof that is going to convert others.
Besides, you should see negative reviews as a challenge. With a good response, you can turn public opinion around. So don’t let reviews lie unanswered, especially if they’re bad. Instead, interact with your customers. Thank everyone for their feedback, no matter what they say. If they have a criticism, respond to it. Apologize for the inconvenience, explain what happened, and above all, offer a solution. This may be a discount, a refund, or some other type of offer – anything that shows you care about your customers and their opinion. Finally, fix the problems reviewers point out. That’s the best way to avoid negative feedback in the future.
Offer discounts
It is no secret that moving is expensive. Consequently, people are always looking for ways to save money on relocation. If you want to really endear yourself to them, you should offer reasonable rates and occasional discounts. Maybe you can throw in a month or two of free storage with every move. Or perhaps return customers can receive a 10-15% discount on all services. You’ll earn less on that specific relocation, but all the other benefits that come with customer loyalty will be worth it in the long run.
Exceed expectations
There is no better way to earn customer loyalty than going the extra mile. Doing more than you strictly speaking need to proves that you care about your customers and their satisfaction. It will really make you stand out in a positive light compared to other companies. This can be the secret weapon that you use to attract customers – if you’re offering more than other movers in the business, why shouldn’t people come back to you?
What should you do in addition to securing customer loyalty as movers?
Securing customer loyalty as movers is very important because you’ll gain return customers. But if you want your business to grow, you also need to constantly work on attracting new customers. Marketing, especially in the form of branding and SEO for moving companies, will be your best tool for this. Branding will help you present an image of trustworthy and reliable movers people want to hire, and SEO will help people find you online. So don’t forget to invest in these aspects of the business as well.
