Posted on Apr 14th 2016 under Customer Satisfaction
Limo businesses work hard to attract customers, on the other hand, sometimes they just quit booking your limo services. You win some you lose some. Or you don't. These lost and inactive clients still have potential, even when they haven’t booked a single ride in months or years.
A list of lost and inactive clients and prospects that have been archived or is just sitting unnoticed in your database can be explored and used in your limo businesses' advantage.
They may be customers who have made a single booking in the past, or placed multiple booking forms, but haven’t booked rides recently.
They might also be customers who weren’t happy with their services for some reason, who didn’t like one of your chauffeurs, or who decided to try a different ground transportation provider for some reason.
Many of these lost and inactive customers may still need what you sell and be willing to do business with you again. Depending on how you manage this unexplored possibility, you can be losing or making profit. Try not to let these possible sales to go to other limo companies. Regain the business and boost your profits by following these steps to reclaim former customers and prospects.
Identify Customers to Contact
If your customer records are in a database, have one of your sales reps do a search and show you all customers who haven’t made a booking in the last year. Be sure the list that prints out includes some indication of what each customer has needed in the past (airport transfers, special events ride, corporate and events transportation), and, of course, how much they book, this is very useful (one ride, multiple rides, expensive requirements), anything you have in these clients will help you.
Find Out Why They Haven’t Purchased Recently
Although the purpose of your call is ultimately to bring in more business, to get your former customers back, before you ask him to book your services again, you should try to find out why they stopped booking in the first place. Common reasons include:
- Your customer was dissatisfied with your service
- Their ride didn’t arrive on time
- Complaints weren't handled as they expected it
- A competitor undercut your prices or provided better service.
- The customer thought one of your customer service was rude or unprofessional.
If the customer was lost because he was unhappy with your limo business, explain what’s changed and ask what you can do to win him back.
If we are talking about a corporate account ask about: their requirements and their needs. Don't hang up until you know what these are.
Sometimes companies' needs change. Most of them grow, their needs change, they were probably in need of more vehicles at that time they stopped booking from you or they needed something (services, packages) that you weren't able to provide and they switched to a bigger provider. Like we stated before, businesses grow, so, too, should your limo business. You are probably able to take care of these needs right now, so tell your client your story and make him an offer he can't refuse; offer discounts, make customizable packages. If it is a big corporate account, it will be totally worth it.
You can minimize the loss of customers by constantly working on customer retention efforts. Developing a great retention program can help you determine what is working and what isn't, which will provide you the information you need to keep your customers rebooking!
The DriveProfit Advantage
When discussing limousine marketing in general, and customer retention specifically, consider the following facts:
It's cheaper to retain existing customers than it is to acquire new ones.
Eighty percent of your business comes from 20 percent of your customer base.
The best new business is referral business.
Understanding what your limousine customers think about your limousine company and the quality of your limousine services, and giving those customers a reason to come back repeatedly are critical to the success of your limousine marketing program and client retention, especially as your geographic and niche markets become more competitive.
DriveProfit's team of limousine marketing and branding experts understand how important customer retention programs can be to a limousine marketing program. At the same time, we are also aware that the nature of limousine operations often makes it difficult to achieve an effective limousine customer retention program, let alone maintain it over the long haul without the assistance of dedicated limousine marketing professionals.
To close this gap, DriveProfit has developed two automated limousine marketing programs designed to get the information you need to truly understand your customers and their behavior, and to reward loyalty. RearViewsâ„¢ and LoyalRidersâ„¢.
When you treat your customers well and give them rewards through a carefully crafted loyalty program in exchange for providing you with repeat business as well as promising leads, you can exponentially build your business and gain more market share from your competitors. Such “word of mouth” limousine marketing is vital for expanding your operations and markets, and ensures that you can grow your limousine company on the foundation of a solid, loyal customer base.
Please contact us today for more information on DriveProfit’s limousine marketing programs.