Identify Your Clients and the Year-Round Services That Appeal to Them

Your holiday lighting customers are a valuable resource because they are happy with your lighting services during the busy holiday season, and you have already established a solid relationship with them. You already have their contact information, which makes it easier to reach out to them when advertising your year-round services. Once you identify your loyal holiday lighting clients, your next step is to determine what year-round services they may need for their property and decide whether you can provide those services. Some ideas may include pressure washing, gutter cleaning, window washing, landscape lighting, deck or patio lighting, or lawn care.

Market All Your Services During the Holiday Season and Throughout the Year

During the winter holidays, showcase your holiday lighting as well as the year-round services you provide. Throughout the year, advertise both your year-round services and holiday lighting. You may choose to offer bundled discount packages to customers or provide current clients with a brochure highlighting all your services in case they are unaware of other services you offer. Additionally, encourage team members to discuss your services when they are installing holiday lights.

Educate Your Team Members to Look for Services That You Can Provide

When your professional team is installing holiday lights or providing maintenance services for customers, remind them to look for other services that may benefit each client. For example, if your year-round services include window washing, and your team member notices streaks and stains on glass or window frames, they may mention to that customer that your company offers window washing services if they choose to perform those duties at some point. 

Showcase Testimonials and Reviews for Year-Round Services

Potential customers rely heavily on reviews and testimonials from previous clients. Highlight reviews by responding to them and building trust between you and your customers. Post testimonials on your website. Showcase customers who have used your holiday lighting services and your year-round services to show future customers that you offer more than holiday lighting. Before and after photos are also proof to clients that your services are beneficial for their homes or businesses. 

Develop Programs That Benefit Loyal Customers and Referrals

A dedicated program for loyal customers is an idea that many business owners have adopted. A company loyalty program can offer services such as early bookings, free upgrades, or discounts. You can also provide a referral program that benefits customers who refer your services to friends, family, neighbors, or coworkers. 

Bottom Line

Your satisfied holiday lighting clients are a great place to start the expansion of bringing in new business for your year-round services. Learn from your customers what their home service needs are throughout the year, and consider if you have the equipment and training to provide those services. Market your services throughout the year, nurture the relationships with your customers, and ensure your team is qualified for the services you offer to clients. 

Frequently Asked Questions (FAQs)

What types of services can a holiday lighting company offer year-round?
As a holiday lighting company, you have already acquired specific tools and equipment for your trade; therefore, consider the tools you have and the skills you have attained when considering year-round service options. Some ideas include gutter cleaning, window washing, landscape lighting, and maintenance services.

How should I market my year-round services if my main focus is on holiday lighting?
Holiday lighting services are often considered a luxury; however, home maintenance is a must. Market your year-round services that help your loyal customers, such as exterior cleaning or installation services.

What are some of the best ways to stay in touch with my seasonal customers throughout the year?
Email and text reminders are a common way to reach out to customers throughout the year. Other ideas may include quarterly newsletters, seasonal promotions, or updated social media reminders.

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What exactly do we mean by needing both you and your product to deliver together to ensure success?  It means that not only does your service have to be top quality, but that you are able to get your customers to come back again and again.   Even if what you have to offer is of good quality, if your interactions with customers are less than stellar, chances are they won’t return again and again.  A good salesman can sell ice to an eskimo the first time, but unless that ice is extra special, the eskimo will go elsewhere the next time he’s in the market for ice.

A famous quote by the great Maya Angelou stated “People will always forget what you said, people will forget what you did, but they will never forget how you made them feel.”  In essence, Angelou was supporting the hallmark of what a great customer service experience entails.    You need to make each customer feel as though his business is important to you as well as extend your gratitude for his selecting you over the other competitors.

Here are some tips that will contribute to a positive customer service experience and have your customers returning again and again:

1) Get a system in place that allows you to answer people quickly:  While it’s impossible to pick up every single phone call that comes your way, there is nothing more annoying to a potential customer than calling your phone only to receive a message that your voicemail is full. You can fix this by implementing strategies to give customers a quick turnaround on their inquiries.  If you work in an office, have a secretary take messages for you and send them to you regularly throughout the day.  If you’re out of the office, forward your calls to your cellphone.  Or better yet, set up an email inquiry on your website and notifications to come to your phone so you can respond in a quick and timely manner.  Do the same with any inquiries you might receive via your social media.

2) Listen to your customers – This can be difficult when you have an irate or dissatisfied customer on the line who is ranting about the fact that they are unhappy with your service.  Let a customer express themselves before you start to offer solutions.  Similarly, by paying attention to your customer from the beginning, you’ll lessen your chances for making errors the first time around.

3) Deal with complaints in a professional manner – While it’s definitely true that no matter, you’ll always find some customer that will never be happy no matter what you do, most complaints that are handled professionally will impress your customer, even if you’ve made an error.  Think about it.  If you go to a restaurant and they mess up your order then grumble when you return it, how likely are you to return to that restaurant again?  Alternatively, if they apologize profusely and bring out a free appetizer while your correct order is being made,chances are you will consider this to be great customer service and you’ll remember that part of your visit rather than the error.  Showing your customer that you are genuinely sorry for your error shows them that you care about their satisfaction.

4)  Don’t make promises that you won’t be able to follow through on – Your customer values honesty.   That’s why we here at Mr. Pipeline would never promise an SEO client that we will get their business to be the number 1 ranking on Google.  It’s just not a promise that we can keep (although we will promise to rank you higher!)   If you know that it’s unrealistic that you’ll be able to do what your customer is asking for in the time he needs it done, tell them.    It’s a lot easier to calmly compromise than it is to calm down someone you’ve promised something to and then didn’t follow through on.

5) Give each customer your time and advice – For instance, if a customer calls and asks your catering business what types of services you have available and how much they cost, rather than rambling off price points and what you offer, ask them a bit about their event.   Ask them if they’ve ever used a catering company before and what they particularly liked or disliked about their experience.  The customer will appreciate that you want to tailor their event to their needs.

6) Focus on teamwork among your employees – This goes without saying for any type of business, but the team that works together achieves results together.   Each employee within your company should play an integral role to your business’ overall success.  Everyone should have the same end result in common- providing exemplary customer service and being number one in your industry.    Provide your employees with a great company culture, lots of feedback, an open door policy for ideas, and lots of training opportunities.

What other customer service practices do you use within your business to keep customers coming back time and time again?  We always value your comments and suggestions, and we may use them for future blogs.  If you have tips or comments to contribute, please email them to our Marketing Director Erin Ernest at info@mrpipelineagency.com

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