How to Secure Repeat Business as a Carpet Cleaner

Repeat customers provide a steady flow of business – they spend more, are more likely to refer others, and are an important foundation for any local business. Once you have a loyal customer base, you know that you'll have a reliable amount of work. However, that's much easier said than done, and building that foundation takes work. Here are some tips for encouraging customers to keep coming back.

Educate customers

Many people assume that professional carpet cleaning is only needed when there's a stain, an infestation or a bad smell. Of course, we know that's not true, but that's because we understand how to take care of carpets.

Teaching your customers the importance of maintaining professional carpet cleanliness will encourage them to properly take care of their carpet by reaching out again for repeat business. You can do this through conversations, leaflets, your website and social media.

Become a friendly face

One thing that keeps customers coming back is an established business relationship. Clients are far more comfortable letting someone that they know and trust through the door.

Maintaining a friendly, approachable demeanour throughout your work can help build these connections and solidify your place as a go-to contractor. Little things like remembering their name and taking an interest in their day can have an incredibly positive impact.

Bulk deals

Everyone loves a bargain. Offering money off bulk-buying appointments encourages customers to use your business for consecutive cleaning sessions. It also demonstrates that carpet cleaning should happen often.

You could frame this as a ‘maintenance service’, with regular upkeep cleaning. Another option is to offer money off for returning customers, or to incentivise referring other people. However you choose to advertise it, deals are an excellent way to hook customers back in for repeat business.

Get social

A classic marketing technique is setting up an email newsletter. This will remind customers that you’re there and allow you to tell them more about yourself and what you're up to. You can do this using social media, too, which also makes you more discoverable to new customers. If you share content from jobs, make sure to get permission from the homeowner, or you may find yourself in trouble!

Ask for feedback

Not only does asking for feedback give you the chance to improve your service, but it makes customers feel heard. It shows that you care what they think, especially if you thank them.

You can ask for feedback in person, via social media, by email – anywhere you have contact with the customer. This can also give you positive reviews to share on your website or social media, attracting more clients in turn.

Join the NCCA

Becoming a member of the National Carpet Cleaning Association grants you access to tips, forums and training to strengthen your business. Our seal of approval lets customers know that you're insured, accredited and trustworthy. Your cleaning business will also appear in our directory, allowing more customers to find you.

Become a member of the NCCA today grow your customer base and secure more repeat business.