WEEK 6: REPEAT BUSINESS
Repeat business is more profitable than new business.
This week is the final week of the challenge and we are looking at how to retain your best customers!
In our business, a new customer is worth $440. A repeat customer is worth $1,800 a year. It obviously makes sense to try and convert that new customer into a long-term loyal customer.
For mobile mechanics, this is trickier than workshops. Most people believe that mobile mechanics are a breakdown service. Many people will use a fixed workshop for maintenance, and then only think to use a mobile mechanic if they’re stuck and looking for someone straight away. However, you can turn this around by implementing a few small steps in your business.
Now that you can identify an ‘A’ customer (Week 5) you’re ready to ask questions and solve the problems of the new A customers you attract. The key here is to take the opportunities as they come (even if they are breakdowns) and then use a few techniques to convert that workshop customer into repeat business for you.
Remember that first impressions count. The first job you do for a new customer will determine whether that customer uses you again. So, let’s make the most of it!