How Do I Turn a Client Into a Long-Term Customer?
Pros share four strategies for fostering a working relationship with clients that can last a lifetime
Having a constant stream of new projects in the pipeline is a goal of many home-renovation business owners. But new projects don’t have to mean new clients. Building a list of loyal clients that turn to you again and again over the years is a way to ensure your stream of projects never dries up.
We talked with established US professionals about the strategies they use to turn a client into a long-term customer. Read their tips below, then please share your own in the Comments.
We talked with established US professionals about the strategies they use to turn a client into a long-term customer. Read their tips below, then please share your own in the Comments.
2. Schedule follow-up calls once a project is complete
Ensuring a client is satisfied with a completed project is one of the best ways to turn that client into a long-term customer, says Anne Higuera of Ventana Construction in Seattle.
“You shouldn’t complete a project and then just wait for the client to call you if there’s a problem,” she says. “You have to be proactive and check in with them, make sure everything is working well and answer any questions or concerns they might have.”
Higuera schedules follow-up calls every three months for the first year after a project is complete. She asks clients how the new space is working for them and if there’s anything that needs to be adjusted. “Sometimes there’s a small tweak that they probably wouldn’t have called me about on their own,” she says. “But it’s that extra effort that builds loyalty and repeat business.”
Ensuring a client is satisfied with a completed project is one of the best ways to turn that client into a long-term customer, says Anne Higuera of Ventana Construction in Seattle.
“You shouldn’t complete a project and then just wait for the client to call you if there’s a problem,” she says. “You have to be proactive and check in with them, make sure everything is working well and answer any questions or concerns they might have.”
Higuera schedules follow-up calls every three months for the first year after a project is complete. She asks clients how the new space is working for them and if there’s anything that needs to be adjusted. “Sometimes there’s a small tweak that they probably wouldn’t have called me about on their own,” she says. “But it’s that extra effort that builds loyalty and repeat business.”
3. Become their go-to home expert
Designer Robert Frank of Robert Frank Interiors in Pasadena, California, says that most of his clients are very busy and don’t always have time to research, schedule and coordinate various tasks to keep a house in tip-top shape.
So Frank has become the ‘go-to home expert’ for many of his clients. “I want my clients to use me as a resource for any project related to their home,” he says. “They will call me about fabric treatments for stains and servicing appliances under warranty. I’ve even helped a client fix their garage door opener.”
Frequent communication with clients often leads to future projects. “We’re constantly bouncing ideas off each other on ways to improve their homes,” he says. “They consider me to be a reliable source and, as a result, they turn to me again and again for help.”
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Designer Robert Frank of Robert Frank Interiors in Pasadena, California, says that most of his clients are very busy and don’t always have time to research, schedule and coordinate various tasks to keep a house in tip-top shape.
So Frank has become the ‘go-to home expert’ for many of his clients. “I want my clients to use me as a resource for any project related to their home,” he says. “They will call me about fabric treatments for stains and servicing appliances under warranty. I’ve even helped a client fix their garage door opener.”
Frequent communication with clients often leads to future projects. “We’re constantly bouncing ideas off each other on ways to improve their homes,” he says. “They consider me to be a reliable source and, as a result, they turn to me again and again for help.”
Learn about Houzz Pro business software
4. Help them anticipate potential future projects
“No matter the size of the initial project, it’s always smart to discuss future projects from the start,” says Higuera. “I’ve never found these discussions to scare off clients. In fact, I think it gives them confidence to move forward knowing there is a plan beyond the initial project.”
Breaking a project into ‘phases’ is a good way to help clients think about future projects and take the necessary steps to make them happen, she adds. “For example, we recently renovated a client’s basement. During the remodel we upgraded the foundation and built the proper support structure in order to add a second floor down the road.”
When those clients are ready to build their second-floor addition, they’ll know which construction firm to turn to for help.
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“No matter the size of the initial project, it’s always smart to discuss future projects from the start,” says Higuera. “I’ve never found these discussions to scare off clients. In fact, I think it gives them confidence to move forward knowing there is a plan beyond the initial project.”
Breaking a project into ‘phases’ is a good way to help clients think about future projects and take the necessary steps to make them happen, she adds. “For example, we recently renovated a client’s basement. During the remodel we upgraded the foundation and built the proper support structure in order to add a second floor down the road.”
When those clients are ready to build their second-floor addition, they’ll know which construction firm to turn to for help.
More for Pros on Houzz
Read more stories for pros
Learning about your clients and how they live is vital information to help you design a space that reflects their lifestyle and personality. It’s also useful information for fostering a working relationship that will continue beyond the initial project.
Designer Stephanie Frees of Plain and Posh in Clarendon Hills, Illinois, has owned her design business for longer than 15 years. Most of her projects today are for clients she’s worked with before or stem from client referrals.
Taking an interest in the lives of her clients has been key to her success. “I always add notes for each client on my contact list,” she says. “I jot down everyone’s birthdays, the names of their kids and what schools they attend. I take an interest in their life. It’s not hard to build a personal connection with your clients if you put in a little effort. That effort almost always pays off.”
As you’re working with a new client, Houzz Pro can help you track your communication so that you have a central record of what’s been agreed to, as well as all your notes. You can also share photos and files with clients using Houzz Pro, and send proposals, mood boards and more.
Learn about Houzz Pro for interior designers