My business has always been primarily to homeowners. From when I started the business (in 1981) to the present (2020), I’m sure I have acquired over 1000 satisfied customers from over 30 localities in the Minneapolis area. I had a vision of really spreading out: I went out as far west as Minnetonka (you will have to look on a map), as far south as Burnsville, as far east as Oakdale, and as far North as Andover. But now, especially since I am retired, I see the wisdom in staying as close to home as possible. It saves on gas and it doesn’t take as long to get to work.
One of the most valuable lessons I have learned over the years is to do whatever I can to please a client, and then do whatever it takes to keep that client. I would rather have satisfied repeat customers then to always have to advertise in order to get new customers. Don’t get me wrong, I like new customers, but advertising takes money. Also, if you have satisfied customers many of those will tell their friends what a good job you did, and those friends will call you for a job. I hate to brag, but for the last 20 years I haven’t spent a penny on advertising. I don’t have too; people just call me for work. Either they are repeat customers or they have heard about me from a friend. At the beginning of my business I had to advertise all the time. That’s normal. But you shouldn’t have to keep doing that.
Okay, what I do to keep track of my clients is this. As soon as I finish a job, I file the proposal for that client. Then at the end of the year I record all those jobs in my computer with their names, addresses, phone number, date of the job, and cost of the job. That’s fairly easy. The hard part for me is calling them. I try to call every client I have at least once a year, to ask them if they need any more painting. Most of them don’t, but some do. And most of them are thankful that I called and will call me later—sometimes months later. But that’s okay.
One of the things I really love about this business is getting to know people over the years, and seeing them satisfied with the work I do for them. It’s extremely rewarding.
In my next post I will tell you about some of my favorite and most faithful clients—and maybe share some great stories.