Social Media Marketing

How To Improve Customer Retention

How To Improve Customer Retention

How To Improve Customer Retention

 

I recently with a moving company to go over a marketing strategy for them—not just for this summer, but for the long term. The owner was really focused on email marketing. Their customer base is, obviously, people who move—and fortunately for him people move often in the DFW area! So we wanted to come up with a marketing strategy that would help him gain more repeat customers, instead of people looking for a company for the first time.

 

I bring this up because email marketing is so important, but a lot of business owners just don’t have the time to do it effectively. That’s why he reached out to me, to find out how I could help him.

 

Word of Mouth Isn’t Enough

 

It really got me thinking about client retention. I asked about some of their client retention strategies and found that one thing they are just relying on word of mouth.

 

However, the business owner said that they weren’t actually doing much with that. I got excited anyway because they’ve been in business for many years and have an extensive client list. And I knew that based on our past experience with our other clients, we could do a really great job with their email marketing to their customer list!

 

Your Email List

 

If you’re not doing any email marketing right now, I want you to think about the size of your customer email list. Do you have 1,000 customers? 10,000? Or do you have no list at all, because you’re doing everything on paper and you need to implement a process to start creating an email list?

 

Opportunity Cost of Not Having an Email Marketing Plan

 

You are leaving money on the table if you are not sending out emails to your customer list, on a monthly basis. And not only to your previous customers, but you can also market to referrals. I may get an email and I may not be ready to move, but I could forward that to Tom and Susie down the street who are. I could tell them that I know you’re a great company, I’ve used you before, and they can trust you.

 

The Number One Lead Generator For My Clients

 

I know I mostly talk about videos and Facebook, but the Number One lead generator for my clients—by far—is email marketing!

 

Your Next Step

 

If you need help with your email marketing, I’d love to sit down with you and talk about developing a strategy for your specific business. Until then, remember—when you Market With Mario, you profit with Mario!

Why Home Repair Contractors Should Film Videos on Location

film videos on location

I just finished filming some videos for our client and it got me thinking about why it works so well for us to film on location, and why home repair contractors need to be filming their videos on site.

 

There are three reasons why it works so much better to film on-site than in your office:

 

1. It’s more exciting!

 

When you actually film the work that you’re doing, that makes for a much more exciting video than you sitting behind your desk in an office, just talking about what you do. It’s so much more interesting to show what you do!

 

2. It’s proof that you walk the walk.

 

It’s proof that you’re out there doing the work that you say you do. Especially in this time when we have some essential jobs and some non-essential jobs—if you can show people that you’re out there working, that’s so much better than just telling them.

 

3. It lets you show off your quality!

 

It gives you the opportunity to show off the quality of your work. If you film yourself doing a repair, that’s full transparency that you’re not cutting corners and that you are doing an excellent job. Your potential customers can see the quality you do and the care you take. If you combine this with giving your customers tips and information they can really use, this adds a level of trust that you can’t get from just sitting behind your desk.

 

Your Next Step

 

These are the three big reasons I recommend filming yourself doing work on-site! If you think this sounds like a great idea but you don’t want to sit there and film while you’re working—well, that’s what I do! I meet you at your job site, clear it with the homeowner, and then we get in there and film. I take videos of you explaining exactly what you’re doing and post them to Facebook for you. This increases your exposure for your brand and your identity, and helps you improve your profits!

 

If you need help with this I would be glad to assist you! Please call me at 214-856-0492.

How To Market Your Home Repair Business During COVID-19

How To Market Your Home Repair Business During COVID-19

Okay Home Repair Contractors, let’s talk about how to market your business in the age of the COVID-19 coronavirus crisis.

 

Luckily, most of you who are home repair contractors are still out there doing repairs. If you are an air conditioning company, a garage repair company, if you repair appliances—people still need your services.

 

And luckily for you, guys like me exist! I only own a drill because I needed it once to fix a cabinet. And I failed miserably. I am not the guy to fix things around the house! There are a lot of people like me who rely on people like you to help them out in their homes, to fix their cabinets, their A/C, plumbing, etc. So for you, I’m going to give you 3 tips on how you can stay relevant and on the top of your customers’ minds during this pandemic:

 

1. Utilize your email list.

I see a lot of people sending out discounts and specials, and information about what your team is doing to stay safe during COVID. That’s great! But to me it’s news is you’re not doing those things. Every business who is still operating and essential should be doing those things by default.

 

What I would like to see you doing in your emails is sending out tips and information that is valuable to your customers. How-tos are a great thing to do right now. This may sound counterintuitive, and like you’re giving away some of your services. But remember—guys like me only own a drill because we want to say we own a drill. I don’t know how to use this thing at all!

 

So give out tips. Give out value. Share how-tos. Stop discounting your services. Stop telling us you’re washing your hands because that should be a given.

 

2. Post videos.

 

Post videos of you doing your service. I love to meet my clients at their job sites, and I film them working. If my client is a plumber I film them fixing a toilet or faucet, etc. Get your camera out and film yourself or your technicians doing your essential service. I want you to stop telling everyone you’re an essential service when you can show them!

 

Video is a great way to connect to your customer base. Post your videos to your Facebook and YouTube pages, and have your customers like you there!

 

3. Blogging.

 

This is the same concept as the emails and videos because you will use the blogs to add value and content to your website. This is the perfect time to start getting really good content for your website. Google loves it when you keep updating your content! A blog section on your website is perfect for doing just that.

 

This is one of the things we like to provide for our clients as well. People like to watch videos, but they also like to read blog posts. You can create blog posts that are how-tos, or that tell your customers how to save money on certain repairs or appliances—all that good information your customers need right now. Everyone’s trying to save money right now! If you’re an electrician, maybe you could give them tips about which light bulbs to buy to save money on their electric bill. If you’re a plumber, maybe some tips on how to conserve water.

 

Really think about how you can be valuable to your potential customers because let’s face it—even though I don’t know how to do repairs, I don’t need anything repaired right now. But if I’m constantly seeing tips and information from you all the time, then when I do need you I’m going to know who you are, I’m going to trust you, and I’m going to see you as the expert. And I’m going to call you and hire you to do my repair!

 

Your Next Step

 

If you’re not sure how to do any of this, or you don’t have time to do it yourself, give me a call! I’d love to talk with you about how I can help you market your home repair business, even now during the COVID crisis.

Who Should Be In Your Facebook Videos

Facebook Videos

Okay, home repair contractors, let’s talk today about who should be in your videos.

 

You!

 

The first answer is you! As the owner of the business, you should have your face out there in your videos. One thing I have done in the past that was a “failing forward” moment was overbranding the owner. That means that every video we did was with the owner. That sounds good, but what happened was that when potential customers reached out they were disappointed when the owner did not show up at their front door to give them the estimate or bid.

 

Why You Must Get Your Team Involved

 

To keep that from happening, it’s important to have several of your techs involved in your videos. In fact, it’s important to do videos and pictures with most of your team. However, it’s also important that you do not put anyone in your videos and pictures who does not want to be there. You also don’t want to use anyone who is not comfortable doing videos, because they will not end up making good videos. That said, anyone who is willing but hesitant, you can push them a little and often end up with a great video! Getting the hesitant employees to take the plunge into video is great because you want to give an accurate perception of the size of your company.

 

Include Your Office Team Too

 

 

This means, don’t just get your techs involved! Your office staff can make videos. The person who books your appointments is often a great resource for video content. Your office manager and scheduling and billing people have all the answers to all the questions, which means they’re great sources of content!

 

Your Next Step

 

So get as many people as you can in your videos. This will show off the true size of your company. Why is this important? It’s important because people like to know who they’re doing business with. And if they can see all your employees they’ll know that no matter who shows up at their door, they’ll get great service!

 

I hope this helps! If you need help filming or taking pictures of your job sites, I’d love to help you!

Why I Don’t Add Captions To Videos

Add Captions To Videos

Why I Don’t Add Captions To Videos

All right, home repair contractors! Today let’s talk about captions—putting logos, texts, etc. on videos for Facebook.

 

If you go through my videos you’ll notice that I don’t have any logos on them. I don’t have any text swooping in at the end. I don’t put any captioning on my videos, which means you can’t just read the text with the sound off.

 

I want to explain to you why I don’t do these things for myself, or for my clients, and why I don’t recommend that you do it either.

 

Authenticity

 

I am all about raw, authentic videos. As far as not looking like an advertisement, the more you can blend into what everyone else is posting on Facebook, the better! The last thing you want to do is to make your video look like it’s a polished commercial or marketing video.

 

It Works

 

I’ve done this for long enough that I know the videos we post on Facebook work! This is not a theory. I have plenty of data that proves our videos work.

 

Lack of Emotional Connection With Captions

 

But I don’t think videos go as far when the sound can be kept off and the captions can be read as when someone actually listens to your voice (or my voice, or whoever does the video). I think that raw, unpolished video gets more attention every time.

 

Logos and Text

 

The same kind of principle applies when you put your logo at the beginning or end of your video. We as consumers don’t want to see another commercial, another ad, another marketing piece. We want you to get to the point, and the quicker the better.

Get Real

 

When you want to create video content, just get your phone out and shoot!

 

Your Next Step

 

If you don’t have the time to do this, or if you want to make sure that you are in the videos yourself, or if you don’t have the time to post them to Facebook yourself or follow up on the comments, that’s what we do! I will meet you at your job site, shoot some videos, take some pictures, and we’ll let your customers see the quality of your work for themselves!