Things Your Competitors Can Teach You About Client Retention Strategies (Part: 2/2)Cameron N.
In the previous blog, we discussed a few points how a real-time guard tour system can bring efficiency into your security company management and provide the base for building the client retention strategies. Let us further explore the ways to do it:
Building Trust And Adding Personal Touches:
The clients are the same in every industry, they appreciate when the company goes the extra mile to add personal touches to the service. But don’t go overboard or it may appear unprofessional. As per a survey the companies that invested in small tokens or gifts on occasion of Christmas, New Year and the likes had better retention rates than the ones that didn’t.
Deliver More Than You Promised:
One of the best client retention strategies is to underpromise and overdeliver. Most companies do the opposite. Make the best use of your workforce capabilities. Track all the performance data with a real-time guard tour system and you know what areas you can go an extra mile. Offer discounts for certain periods, or extra patrols for no additional cost. Keeping the client updated with the activities on their premises is also important.
Build Better Customer Service:
Spend less time on micromanaging your security guards and more on managing your clients. In case your clients need any help with your service or any other factor, they should always be able to reach you. Don’t keep them waiting or they’ll find someone else who can help them. Make sure your customer service is always reachable and works efficiently.
Build A Team Of Trained Security Guards:
A trained security guard can outperform an untrained one on any given day. These are the areas to focus where your client retention strategies will gain from training:
- Training security guards in customer service skills: The client sees the guard daily and this is the reason, the guard should be the flag bearer of your security guard company. Train the guard to strike a balance between being friendly and professional while on site.
- Guards’ ability to handle emergencies: On-site whenever an emergency situation is presented, the guard should be able to act to mitigate any damage. Training helps in building this ability which in turn boosts the client’s trust in the guard and your services.
Measure Guard’s Performance Before Client Points It Out:
Never ever give the client a chance to point out an underperforming guard. Take the responsibility in your own hands by using a real-time guard tour system. Guardso offers you multiple features like GPS monitoring, real-time scheduling, performance reports so that you can track and analyze your guard force performance and make sure that scheduled patrols are executed to the client’s satisfaction.
Work On Customer Feedback:
If you fail to listen to the customer’s feedback you are killing your own business. Never give the customer a chance to complain about the same issue twice. Note down what issues or suggestions come your way and make plans how to prevent them in the future. Guards not showing up on site, not making the scheduled patrols, complicated reports, or no incident review? Use Guardso to make sure the guards perform their assigned duties and the clients are well informed about the same.
Know How To Recover After You Let The Client Down:
To err is human and however we may try, mistakes are bound to happen sometimes. One of the best client retention strategies would be to make up for any mistake to avoid customer dissatisfaction. Analyze the severity of the mistake and apologize if needed. Next, identify the cause of the incident, are the guards not trained enough, you lack a good real-time guard tour system that hampered the communication flow, or external aid could not be provided at the right time? Make a plan to avoid any such issue in future and ensure their execution by automating your management using Guardso.
Customer retention might seem like an unnecessary practice if you have clients walking in your door regularly with new contracts but in the long run, it has great payoffs if you focus and build a good strategy.