Steve Hanson

My dad always bought Pontiacs cars when we were growing up. My friend's dad always bought Fords. Back in those days it seemed all the dads were loyal to their brand of car - no matter what the competition was doing. Wouldn't it be great to have that kind of loyalty from customers in your cleaning business?

Today, there's a lot more competition out there so people are much more willing to shop around and possibly buy from your competitors. But even though people may not be as loyal as they used to be, there are still things you can do to earn their loyalty.

1. Get to know your customers. Know them by name and know something about them. Pay attention to the details they share and watch for clues about what they're looking for - then fulfill that need.

2. Thank your customers for their business. Never miss a chance to tell your customers how much you appreciate their business - send a postcard, thank you card, newsletter or anything else you can think of to let them know how much their business means to you.

3. Know your niche. Be the best at what you do so you can bring your expertise to the table to help solve problems for your customers. Problem solvers easily gain a loyal following.

4. Under-promise and over-deliver. Whenever you "over-deliver", your customers will be pleased with your cleaning company and will ask for more services. Always strive to exceed their expectations by anticipating potential problems and resolving them quickly. And always deliver what you promise.

5. Ask for feedback from your customers. Survey your long-time customers to find out what you're doing right and what you could be doing better. Take that information and use it to do an even better job of serving your customers. And be sure to show your appreciation to those customers who took the time to give you feedback.

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Steve Hanson helps owners of small cleaning companies build a more profitable and successful cleaning business through his online community at TheJanitorialStore.com. Read inspirational cleaning success stories at http://www.cleaning-success.com, and sign up for weekly cleaning tips at http://www.TheJanitorialStore.com.