| Why Cleaning Companies Need A Contact Strategy |
Customers are the livelihood of any business, especially in a services industry such as cleaning. For this reason, it is integral a contact strategy be formulated within your cleaning company.
What is a contact strategy? A contact strategy is a process that businesses implement to create rules that the company expects to deliver in creating strong, customizable customer interactions. I will be sharing three aspects you should institute as part of your contact strategy.
The first is to identify what type of customer and/or environment you are interested in servicing. Each cleaning company will have different goals, objectives, etc. and it would be to your benefit to align yourself with specific customers who meet the criteria you define as important for your cleaning company. Why waste time and effort prospecting in areas that are not a good fit based on your criteria? The successful cleaning companies are the ones who are sales efficient because they know exactly what they are looking for in a customer, why the criteria that has been defined is important, and how their specific cleaning company will provide relevant value. Once this framework has been established you will be able to maximize your time identifying appropriate sales prospects to target.
The second aspect of a contact strategy is to have a system in place that will organize and automate the customer intelligence you collect from the prospecting stage to the post-sale stage. These areas would include sales, marketing, customer service and technical support. All the customer intelligence you collect can then be accessed, maintained and shared by your employees who have interaction with your customers in a CRM (Customer Relationship Management) platform. There are many CRM solutions in the marketplace. I suggest you research and choose the one that best fits with your cleaning operation. The goal at the end of the day in implementing a CRM solution is to find, attract, win, nurture and retain your customers.
The third part of your contact strategy should be to leverage Social Media. I am sure you have probably heard the buzz of YouTube, Twitter, LinkedIn and so on. Believe it or not customers are being introduced to these media types and beginning to see the value that these resources can have in their own organizations. Customers are leveraging social media to educate themselves, find referrals for cleaning services, build new relationships, and identify success stories to name a few. From the service provider perspective imagine being able to post a YouTube video of a current satisfied customer on your web site for validation, sharing best practices with your customers via Twitter, making a warm introduction via Facebook or providing relevant cleaning industry content via Email-Marketing/Electronic Newsletters. These are all means of interacting with your customers in a way that is refreshing and less intrusive. You are positioning yourself as an Expert in your industry while at the same time providing relevant content. Take the opportunity to be creative and think out of the box on how you can elevate and satisfy your customer's experience leveraging Social Media.
Defining a contact strategy is one that will prove to be fruitful for your cleaning company as it will help you focus on building strong relationships with your customers while at the same time ensure your internal team is on the same page on how to best service the clients cleaning needs. Take advantage of leveraging the technology that was outlined above to make your relationship building with your customers easy and results oriented.
Douglass Barrios is the Founder of GLOBAL INFORMA, a Bi-Lingual motivational sales organization that focuses on helping Small Business Entrepreneurs grow their business by providing customized training, consulting and speaking services.
GLOBAL INFORMA has an extensive background in Sales, Business Development and Entrepreneurial success in the Commercial Cleaning Industry. In efforts to help current and aspiring Commercial Cleaning Business Owners create compelling, winning, cleaning proposals; The System Designed To Help You Win More Business, http://www.mycleaningproposal.com was created.
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