For at least the next 4 years, the home services industry is expected to grow 18.91% every year. And with nearly 40% of housing stock in the US being almost 50 years old, it is important for you as a home services provider to discover how to convert home services leads into lifetime customers.
The process of converting home services into lifetime customers mainly focuses on modernizing your lead conversion strategies, providing a great customer experience, and adding speed and convenience to important customer interactions. This post looks at how you – like Homeservice.co – can use the following effective practices to convert home service leads into lifetime customers.
Obtain Leads from Online Searches
The first step into converting online leads is always to be present when prospective customers look for solutions. The best way to achieve this is to ensure that your home services business locations are connected to a Google My Business listing. Remember to check out the location of specific reviews to each listing, keep hours and any other relevant information updated and also include your business description- with keywords to capitalize on SEO.
You can opt to convert your landline into a textable contact, making it much easier for your customers to get in touch with you. This transition stage plays a critical role in obtaining organic leads and helps mobile users easily locate your home service business in their Google search.
Additionally, it has been proven that three out of five consumers believe that good customer service involves engaging and connecting with a brand in real-time on their communication channels.
To maintain customer loyalty, it is advisable that you ensure that the discovery phase of your customer’s journey is seamless and hassle-free.
Improve Conversation Opportunities On Your Website
In today’s modern world, Web chat is a critical experience in most businesses such that approximately 41% of consumers expect it to be present. Offering a 24/7 web chat to your website customers will help them inquire more about your normal business hours, your services, how to schedule an appointment and many more.
Since more than 90% of consumers nowadays prefer to communicate with their business through text, converting your web chat conversation to text messages is advisable. Instead, you could also automate common FAQs when your live customer service staff is unavailable to answer their questions in real-time.
Customize the Customer Experience
In today’s marketing world, most modern customers expect offers from brands and targeted messaging in every enterprise. Move a step ahead of your competitors by sending personalized offers to leads. Moreover, over 75% of customers often expect to receive special offers from their brands via the most personalized channel present- messaging.
In addition to lead conversion, you can also consider offering personalized offers to your loyal customers. For example, presenting other upsell offers and related services to your existing customers, even after them paying for their initial services.
Research has proven that Less than ⅓ of homeowners have saved you in their phone as a contact, but the text feedback rates are as high as 98%. Therefore, consider creating a personalized experience by communicating via text and sending relevant offers helps maintain customer loyalty and to leads.
Offer Easier Payment Options
Establishing an easier way to make payments lets your customers know that you care about their needs and are ready to connect with them- via text. This can be made possible by sending a direct link to your existing customers to help them make the required payments after the completion of your services.
Furthermore, approximately one-third of modern customers prefer mobile payment options- and yet currently, a mere 26% of businesses have adapted to the mobile option as a means of receiving payment from their clients. Businesses lose around 45% of customers if they fail to lower barriers to making the necessary payments via text.
Implement Incentive and Referral Programs
It has been proven that referred customers have around a 37% higher retention rate, considering the implementation of a referral program that mainly focuses on offering incentives to your customers will help you acquire new leads. The program can also include scanning positive customer reviews to attract future customers and help improve lead conversion with your existing consumers. The following are some of the possible offers you can include in your incentive programs:
- Free or discounted services on special occasions such as birthdays.
- Members receive points towards a larger discount.
- Discounts on service add-ons.
- Discounts on bundled services.
Study Customer Feedback and Reviews
Lastly, make sure to analyze the data on your online customer reviews. This will equip you with vivid insights into what your clients really value about your business, where you can add more convenience and speed, and what areas they think need improvement.
The most effective way to gather customer feedback or request a review is to send them a quick NPS survey through text to get a hint on how they view your business. Nonetheless, remember to respond to their reviews since around 97% of leads who read reviews also respond from the referenced business.