Building Customer Loyalty for Franchise Success

Providing top-quality products and services is only one part of franchise success. With 80% of customers reporting that experiences are equally important, outstanding customer care should never be considered optional. The relationships you create with customers and your ability to retain them can reduce acquisition costs, protect territory value, and build recurring monthly revenue. Franchise owners that are serious about customer loyalty follow a combination of time-honored tactics and technological innovations to keep people coming back.

Learn more about establishing customer loyalty and driving repeat business to your franchise.

 

Why Window Cleaning Customers Don’t Return—and How Franchisees Can Fix It

Most of the time, poor customer service will drive customers away. Even loyal customers can be put off by a negative interaction with a team member or an inadequate cleaning service. Showing up late, being rude or unpleasant, and cutting corners on services are all fairly understandable reasons why a customer might not come back. Prioritizing good customer experiences is a simple way to achieve franchise success and avoid:

• • Lost recurring revenue
• • Lower territory performance
• • Pressure to discount
• • Poor reviews and brand reputation
• • Slower resale ROI

Customers who have a difficult time getting in touch with you, whether that’s to book a service or ask a question, may also choose another company. If your buying process is overly complicated, potential and established customers alike may not complete the transaction.

Though you may find it challenging to answer every phone call or online message as it comes in, returning messages promptly and helping customers through the process can establish trust.

Sometimes, customers will need to pull back on services temporarily, for example, because of a change in financial situation. In those cases, staying on their radar through check-ins and marketing efforts can maintain the relationship, encouraging them to return when they’re able.

Customer Retention Strategies for Franchise Success

It goes without saying that the top way to retain customers for franchise success is to make sure the experiences they have with you are good ones. Your customers are more likely return if you:

• • Make real connections. Simple steps like learning your customers’ names, remembering the services that they get, and treating them with kindness are surefire ways to build long-term relationships. When customers feel valued and understood, they’re more inclined to stick around.
• • Prove your value. Especially in the window washing industry, your customers have a lot of options for the services you provide. Delivering the best possible services for an affordable, competitive price shows them that working with you is money well-spent.
• • Share your expertise. Taking the time to learn the fine points of your services and how they are performed will grow the customer’s confidence in you and your team. If you’re knowledgeable about the services you provide and why they’re helpful or necessary, customers will trust you to do the job properly.
• • Be transparent and honest. It’s the best policy. Being up front about your processes and pricing means your customers won’t experience the kind of unpleasant surprises that could drive their business elsewhere. Say what you’ll do, then do what you say.

How Technology Helps Build Brand Loyalty

Business technology is constantly evolving to make customer experiences more positive – and franchise success more achievable. While much of what keeps customers loyal is old-fashioned relationship building, incorporating technology into your customer success strategies can help simplify and streamline the process. Better yet, these technologies can provide helpful insights into customer behavior, giving you more opportunities to hone what’s working and improve what isn’t.

Consider adding these customer-focused technologies to your business systems:

• • Customer relationship management (CRM) software
• • Digital marketing, including social media and email
• • Chatbots

Fish Window Cleaning®: An Easier Path to Customer Retention

For over 40 years, Fish Window Cleaning has helped passionate entrepreneurs find franchise success – and we can help you, too. Our systems and processes put customer satisfaction first, and we give you the resources you need to build a customer care strategy that works. We’ll help you craft a tailored marketing plan, troubleshoot customer service challenges, and empower you to create a work culture that attracts positive, hardworking people. 

FISH also provides you with CRM technology that keeps the process of engaging and retaining customers as smooth as possible. By taking the guesswork out of customer service, we give you more time to focus on what really matters: building relationships with your community.

Find Franchise Success with FISH

Ready to become one of FISH’s many window cleaning franchise success stories?

Request more information today and see how FISH equips you to build long-term revenue.