When the job is done and your client is happy and satisfied, it’s easy to send them on their way and look to the future. I see it all the time – good businesses that could be great if they remembered to nurture those important past client relationships. In a space where restoration work is often one and done, it’s easy to neglect what could prove one of your most important assets—past clients.
Consider the client journey: property damage occurs, you answer the call to help, you solve the problem, rinse wash repeat. During the process, you’re managing your client’s expectations and emotions in what can often be a devastating time. They’ve suffered great property loss, sometimes losing everything. You’ve done the hard work to make them feel heard and seen and provide solutions. You have just created that loyalty and buy-in that brings repeat business.
Barring another catastrophe for that property owner, you shouldn’t find yourself back in their space. What you can do is stay in touch, show appreciation, and share valuable resources to help them maintain their property, prevent future damage, and solve safety problems during weather events. A happy client will leave a nice review and consider their job done. A loyal client may not have you top of mind day in and day out, but when they see a friend, family member, or community partner struggling with property damage, you’ll be the name they share to get the problem solved.
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