Why Your Moving Company Should Always Follow Up After a Move
Congratulations, you have successfully completed a move with a customer! But before you close that file and move onto the next one, there is still work to be done to ensure you get the most value out of each and every move – namely, following up with your customers' post-move.
There are a lot of great ways to reach out to customers, including email, social media, and mailers. No matter which method you chose, the important thing is to make the effort, because otherwise, you’re missing out on a huge opportunity to create a loyal customer. And loyal customers result in many more customers down the line.
Here are the top 3 reasons why you should always follow up with your customers post-move:
Improvement in Customer Satisfaction
The first reason to follow up with customers is to make sure that everything went smoothly! A lot of times, after a transaction is complete, both parties will go their separate ways and never hear from the other again. This is not good for anybody.
Checking in with a customer post move will show them that your moving company truly cares about their experience, and the check-in itself will work to improve that experience.
Customers will tell you what they loved if you give them a chance, and also what they didn’t love, so be sure to listen to them. If they had a negative experience, the worst thing a company can do is disappear. Working to remedy issues is another tool in your arsenal to turn an unhappy customer into a satisfied one. Feedback is critical to ensuring your team is providing the highest quality work possible.
According to Search Engine Land, 90% of consumers read online reviews before visiting a business. Reviews are already one of the most important factors in a consumers decision-making process, so getting goods ones is vital to a companies success!
Creating an incredible customer experience, including a post-move follow up, will be a huge step towards securing a 5-star review for your moving company. And the value of positive reviews cannot be overstated, especially in the moving industry when customers are entrusting their most treasured possessions to complete strangers.
Referrals are basically reviews on steroids. While a person leaving a 5-star review for the world to see is powerful, someone personally recommending your company to a friend is virtually guaranteeing a new customer. This is why you see so many businesses creating referral programs to follow up with customers that reward clients for bringing in their friends with a recommendation.
But the gold standard of referrals is the unsolicited referral, and ensuring that a customer had a great experience with your company is the best way to earn that. If a customer has a great experience with you, keeping your company top of mind will drastically improve the odds they will tell their friends about how amazing you are. And if they had a bad experience, this will show them that you are serious about fixing the situation to salvage a positive experience.
When the customer wins, your company wins.
Keeping in touch with customers post move will keep your company in the spotlight of the customer's attention, give you a chance to capitalize on success, and improve possible issues your customers face. It can also improve your bottom line, either through new customers or partnering with small businesses.
Putting the customer first will have a ripple effect that is more powerful than any marketing campaign. Remember, reviews and referrals are the most sure fire way to convince prospects that your company is the way to go. And creating loyal advocates for your company should be the top priority if you want to grow your business.