Client management is the next step from client aquisition. How are you going to manage all these clients once you acquire them? There are many different opinions and views on how to handle your new client base. I personally have found a few key points to help me maintain my client base.
Scheduling:
I've found that keeping a proper schedule with bi-weekly, monthly, bi-annual, and annual scheduled cleanings is easy to keep up with if these clients are managed into my schedule right away. As soon as I acquire a new client I find a place where they fit into my schedule and I write them in. Immediately.
Call Backs:
Soliciting new clients is just the tip of the unfolding clientele base business plan. The next step is solidifying their place within your organization. The best way to do this is to touch base with your clients personally and regularly, if and when, you have the time. Wether it's a phone call or stop in to meet and greet them. Follow-ups are KEY. People love to feel like they're the most important person in your lineup so help them to feel this way by following up with a proper phone call or walk in.
Consolidation:
The best way I've found to work my clientele list is to consolidate them into categories.
My categories are:
-Residential
A) annual
B) bi-annual
-Commercial
A)Bi-weekly
B)Monthly
C)Quarterly
D)Bi-yearly
-Storefront
A)Bi-weekly
B)Monthly
C)Quarterly
Detailed Listing:
The more details you can list on your acquired clients the better. It will help you to understand who needs what and when. I make detailed lists of everything and everyone I deal with.
My lists in a nutshell include:
-servicing schedule (dates of servicing)
-price originally quoted
-tools/gear needed
-resi or commercial
-nice or not nice
This list can change with mood, location, or friendliness of the customer. You can decide how to put this together depending on how you want to manage your business. Basically, this list can go on and on depending on your preferences.
My best advise is to come up with a regular schedule and stick with it. Make sure you set your schedule months in advance that way you know where and when you will be in a certain place when a new job comes along. Fill in the blanks. Some accounts will come and go but try to find a route in your service area and add or delete customers as needed.
I sincerely hope this helps the newer business owners to figure out how best to handle an uptick in their clientele base. It's a trick and we all know it. Vet or not.. That said, do we have any useful input from the vets here on the forum?
Scheduling:
I've found that keeping a proper schedule with bi-weekly, monthly, bi-annual, and annual scheduled cleanings is easy to keep up with if these clients are managed into my schedule right away. As soon as I acquire a new client I find a place where they fit into my schedule and I write them in. Immediately.
Call Backs:
Soliciting new clients is just the tip of the unfolding clientele base business plan. The next step is solidifying their place within your organization. The best way to do this is to touch base with your clients personally and regularly, if and when, you have the time. Wether it's a phone call or stop in to meet and greet them. Follow-ups are KEY. People love to feel like they're the most important person in your lineup so help them to feel this way by following up with a proper phone call or walk in.
Consolidation:
The best way I've found to work my clientele list is to consolidate them into categories.
My categories are:
-Residential
A) annual
B) bi-annual
-Commercial
A)Bi-weekly
B)Monthly
C)Quarterly
D)Bi-yearly
-Storefront
A)Bi-weekly
B)Monthly
C)Quarterly
Detailed Listing:
The more details you can list on your acquired clients the better. It will help you to understand who needs what and when. I make detailed lists of everything and everyone I deal with.
My lists in a nutshell include:
-servicing schedule (dates of servicing)
-price originally quoted
-tools/gear needed
-resi or commercial
-nice or not nice
This list can change with mood, location, or friendliness of the customer. You can decide how to put this together depending on how you want to manage your business. Basically, this list can go on and on depending on your preferences.
My best advise is to come up with a regular schedule and stick with it. Make sure you set your schedule months in advance that way you know where and when you will be in a certain place when a new job comes along. Fill in the blanks. Some accounts will come and go but try to find a route in your service area and add or delete customers as needed.
I sincerely hope this helps the newer business owners to figure out how best to handle an uptick in their clientele base. It's a trick and we all know it. Vet or not.. That said, do we have any useful input from the vets here on the forum?
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