Finding new customers is expensive and time-consuming. Repeat customers are easier to work with, more profitable, and often refer others to you. Here's how to build lasting customer relationships.
Do Great Work
This should go without saying, but the foundation of customer loyalty is quality work. Take pride in what you do. Don't cut corners. Leave the site clean and tidy. The basics matter more than anything.
Communicate Clearly
Keep customers informed throughout the job. If you hit a problem, tell them. If there's going to be extra cost, discuss it before doing the work. No one likes surprises on their invoice.
Be Reliable
Show up when you say you will. Return calls and messages promptly. Finish jobs on time. Reliability builds trust, and trust builds loyalty. Many tradespeople get repeat work simply by being the one who actually turns up.
Go the Extra Mile
Small touches make a big difference. Explaining how something works, offering advice for the future, or noticing and mentioning a potential problem shows you care about more than just getting paid.
Follow Up After the Job
A quick message a week or two after completing a job shows you care about customer satisfaction. Ask if everything's working well. This simple gesture sets you apart from competitors who disappear once they've been paid.
Ask for Reviews and Referrals
Happy customers are usually willing to recommend you – but often need prompting. Don't be shy about asking for a review on Google or a referral to friends and family. Word of mouth is still the most powerful marketing for tradespeople.
Stay in Touch
Keep records of your customers and the work you've done. Send a reminder when their boiler is due for service. Let them know about seasonal offers. Staying in touch keeps you top of mind when they need work done again.