The repeat customer isn’t luck. It comes down to two things most companies do poorly. One, deliver an experience better than any they’ve had, not just better than the last contractor. Two, communicate with the customers you already have instead of only chasing new ones. That database of people who trust you is the most underused asset in your business.

you turn a one time customer into a repeat customer. Here's what we do. The first is you have to wow them that one time, that first time that you go out there. It has to be an experience like they've never experienced before. And I'm not talking from just another HVAC provider, another plumber, another electrician. I'm talking about any service they have ever paid for. That's the fanciest restaurant. That's the nicest department store they've ever went into. That's the easiest buying experience they've ever been through online when purchasing a product. You're competing against all of that. And the reason is you want to build that trust, that knowledge that you are the right person, we are the right company to take care of any problem that you may have in the house. That's number one. Number two is communicating with your customers. Oftentimes we're so focused on getting new customers that we forget that we have a database full of customers who know like and trust us. How are we leveraging that database? Are we communicating with them through email? Are we reaching out to schedule their maintenance visits? Are we reaching out letting them know of a special promotion or a product in another service line? Whatever that may be. All of these things culminate in your customers viewing you as the one stop shop when it comes to the mechanical systems in their home.