Neptune Panels: Swimming Pool Contractors Guide to Loyal Customers

By Jonathan Allard

Picture compliments of swimkids.com

We know that in today’s swimming pool market, customer loyalty can determine whether your business fails or succeeds. It will not matter how great your advertising and marketing is, if you do not have excellent customer service, you will lose contacts. They want their questions answered within hours, not days, and they want to feel secure when they purchase your product or service. You’re running a swimming pool waterfall business; this means returning customer emails in a prompt manner and answering all questions from customers. Great businesspeople know that the number one reason for a strong business is a strong customer base. Building this base takes time, patience and skill, but in the end it pays off because your customers will continue to return to your website and promote your business through referrals. This brings us to our first way to keeping customers loyal.

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A Website that is Easy to Navigate

A great website design will gain customers trust and friendship from the start. You want your first impression to your customers, before they even decide to make a purchase, to show that you have a clean and well organized website that is easy to navigate through. Your website should be professionally designed and be clear and tidy, which means keeping advertisements and other obnoxious banners to a minimum.  Having links to a Facebook and Twitter page on your website will allow your customers to keep in contact through these popular social media platforms, further increasing their trust in your business and website.  A good website will also feature informative articles that teach your customers about the products and services they are going to get are beyond professional. Consider adding a blog onto your website so your customers can gain more understanding about who runs the website and what your purpose is.

Train Your Employees on Customer Service

If there is only one thing you are going to do well, then it better be customer service. While the dynamics of installing swimming pools and waterfalls are constantly changing, one thing that will never change is that having quality customer service is the best way to gain your customer’s trust and loyalty. But what exactly does it mean to have “excellent customer service”? By following the tips below you can be sure your customers will trust your website, and in turn be more likely to promote your products on a repeated basis.

  • Fast response time – By responding to emails and other queries in a fast and efficient manner, you build trust with your customers because they know you are interested in their concerns and questions.  If you’re a larger swimming pool company, it’s also a good idea to display a phone number in a prominent location on your website where customers can contact you directly via telephone if they have questions or comments. Even having a live chat feature on your website is a great way to communicate with your customers if they have issues or concerns.
  • Generally, but not always, the customer gives the company their contact information, which enables the business to send out newsletters and product info to continue communication with them.
  • Also a great way to stay on your customers minds is send out holiday cards, email blasts, even making personal phone calls. This will encourage repeat business and give your customers a positive perception of you.

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Offer Unique products and Services

The next step that needs to be followed when attempting to achieve great customer loyalty is to always offer high quality products/services. These products/services should meet the customers’ needs and expectations.  In your case you are offering a swimming pool or water feature, so you must ensure the customer receives all that they purchased, including correct pool-type, a design that they agreed upon, and a finished product that is sure to impress. If you’re selling physical products then it’s imperative that the products be free of defects, including scratches, dents or other physical deformities.  If while during installation damage occurs, which is inevitable, then as the owner you must take immediate action and either offer the customer a refund or fix the issue in a quick and timely manner.

Do Not Be Afraid to Ask for Feedback

This will help you hone your sales techniques and advertising tactics, and in exchange for their participation, you can offer a referral program or percentage discount for a future visit to your business.

Gaining customer loyalty boils down to a variety of factors, including hosting a great website, offering fast and efficient customer service, and selling great premium products.  When these three steps are combined together, you will have customers that are loyal, meaning they will return to purchase more in the future.

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References:

http://www.drivingretention.com/5-tips-keeping-loyal-customers-loyal/

http://www.wikihow.com/Keep-Customers-Loyal

http://www.microsoft.com/business/en-us/resources/management/customer-relations/7-tips-on-keeping-customers-for-life.aspx?fbid=POZlSqwD-cP