Turn Current Customers Into Lifelong Buyers

Sitting On A Goldmine

Sup,

You have a ton of leads and just don’t know it.

There were so many amazing takeaways from the first round of LEGENDS podcasts. Maybe the biggest was with Matt Ballard and how he’s weaponized memberships.

He said it himself: “I'm doing everything that I can to not have to put money into a lot of the traditional marketing channels.”

How? Memberships, current customers, and realizing you have all the leads you could need when the phone stops ringing.

Part of utilizing that membership list is being diligent about follow-ups and staying in contact. We used to suck at that until we switched to Hatch.

The campaigns and automation with Hatch opened up our members and current call lists in ways we just weren’t utilizing before. Now you can do the same, so give Hatch a try.

That follow-up and connection are huge. That’s why today we’re talking about the top tips for turning your current customers into lifelong buyers—and consistent revenue.

Let’s do it.

• There’s tons of ways to re-engage, drive business from your loyal customers

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We’re not just talking about memberships.

I’ve been on record saying that options like our Healthy Home Membership not only keep customers in the loop but also give us options during shoulder season.

But there are a ton of ways to use that database of customers, both for short and long-term gain.

This includes:

• Cross-promoting your services to each vertical’s customers

• Offer a robust customer referral program or incentive

• Use CRMs like ServiceTitan to track customer preferences, service history

• Train call center reps to cross-sell and increase engagement

• Use membership annual service calls to keep customers up-to-date

The important thing is to not feel shy about contacting your customers when you have things to offer. After all, they came to you for a reason.

Your loyal customers are an important asset.

Be sure not to forget it.

All of these options are major hacks for finding revenue without new leads. We call it ‘weaponizing our call center’.

The idea is that our call center sells our memberships and promos.

We’re keeping those customers in the loop on what their options are. It’s also a big part of raising that service ticket by offering multiple tiers of service.

The way we did it when launching a new service is we literally just told every customer that called in, “Hey, we launched electrical. Do you want $25 off to try it?”

And that is how we went from three technicians to eight in a month.

Here are some more things to check out.

• This is why Rich Jordan loves memberships so much

• ServiceTitan got you down? Turn to Home Service Engine for help

• Memberships are always a big topic on our Facebook group

You’re sitting on a goldmine. Don’t forget about old customers just because they aren’t calling.

Have a great weekend. 👊

John

Join me for a live stream Q&A this Wednesday, Nov. 20 at 2 p.m. EST over on our networking peer Facebook Group! I love doing these and getting a chance to interact.

And if you can’t make it, have no fear: Submit a question with this survey. You’ll hear it pop up in a future episode of the podcast.