Businesses are constantly on the hunt to increase revenue. In the portable restroom rental industry, new revenue comes from two sources: new and existing customers. Finding new customers is certainly an avenue to drive an increase in revenue for your business, but you will find it to be more time-consuming and expensive. Customer retention is the key to your business’ success, often overlooked and not practiced nearly enough.
The following are suggestions of how you can achieve a higher rate of customer retention:
A responsible business owner takes pride in his or her company and implements responsibility in a myriad of different ways. For one, responsible doesn’t mean perfect. A business owner might be responsible and also probably makes a mistake here and there. The difference between a person who is running a business geared at keeping existing customers is to own up to the mistake or mistakes and have an open conversation about what a solution looks like with the customer. If you say you are going to have a drop-off at a certain time, be on time. If you are going to call an event planner back, don’t drop the ball. Staying accountable and responsible means being a leader in your business, and it will show up in your customer retention.
Don’t be combative when you are up against adversity. Be a good listener, and keep an open mind when a client is offering a different perspective than your own. From customer service representatives talking to your customers on the phone to the driver who is delivering units to an event or site, make sure they also are in good spirits and are communicating with your customers in a way that is personable and polite.
What does it mean to ensure quality service in the portable restroom rental industry? For one, you want to communicate to your customers when you will be cleaning the units and how often.
Do you check in with customers on the job site and perform routine checks and maintenance? Are you or a member of your team following up with an event coordinator or construction manager to ask about their experience? Are you asking if an existing customer needs units for the next upcoming holiday or build?
If your answer is yes, you will continue to retain a large portion of your existing customers. Most likely, they will feel like you care about them, which is critically important for long-term retention.
The portable restroom rental industry needs consistency in all aspects of the business from customer support to service. A great industry tip is to send the same drivers to the same jobs. Have the same person answer the phone and keep notes about the customers who have booked your company for previous events. Get to know your customers on a personal level, and be consistent in your contact with them. If it is an event planner’s birthday or company anniversary, reach out with a note or phone call. They will undoubtedly remember your kind gesture and think about your company the next time they want to book a job.
When your business is a part of the community, the community takes notice. Sponsor a Little League team, offer donations for a clothing or toy drive, get active in planning small events or sponsorships. Customers will want to get behind and stay behind a local company who actively gives back.