Customer retention is an important aspect of any successful business strategy. The foundation of creating a repeat customer is in focusing on enhancing their experience and interactions with your brand – and facility management companies specialize in exactly that.
Your Customer Retention Rate
Why should you focus on your customer retention rate? Reports show that businesses have a 60%-70% chance of selling to an existing customer compared to a 5%-20% chance of selling to a new customer. It’s far easier to retain a customer than gain a new one.
By automating operations and maintaining a property, facility management companies can help businesses refine their workflow and enhance the customer’s experience, thereby improving customer retention rate.
Increase Equipment Uptime, Improving Customer Service
The truth is, your industrial or commercial facility relies on sophisticated technology and heavy-duty equipment to stay in business. You need to be able to trust that your commercial appliances and other assets will function. If you own a grocery store, restaurant, or office building, you’re dependent on your HVAC, refrigeration systems, plumbing, and other operational equipment.
If your commercial equipment breaks down and you aren’t able to get systems back up and running, you’re at risk of losing customers!
However, facility management companies focus on preventative maintenance and are capable of on-demand, emergency repairs! With a facility management company, you’ll be able to increase your equipment uptime—so your customers will not be inconvenienced.
But equipment uptime is not just about customer experience.
Studies show that a company can save anywhere between 12% and 18% on repair costs and expenses with a preventive approach to equipment management.
The savings don’t stop there! If a facility management company leverages technology like hydro-jetting in plumbing or remote monitoring sensors in HVAC or commercial refrigeration systems, the cost savings can even be greater.
Free Up Time to Focus on Your Customer
If you let a facility management company maintain your building, you could free up time and money to focus on other ways to build your business – and to improve your customer retention rate! How can commercial services help your business?
A facility management company can do all of the following tasks, and more:
- Commercial equipment repairs & preventative maintenance
- Building maintenance & remote monitoring
- Commercial landscaping and property management
- LED retrofitting for better energy efficiency
- Parking lot repairs, including repaving asphalt, painting fresh parking lot striping, repairing potholes
- Commercial HVAC repairs and enhancements
- Electrostatic disinfection and janitorial services
In one fell swoop, you can free up operational and organizational resources – all while saving money. This frees you and your team up to focus on more ways to enhance the business and improve customer satisfaction.
Helping You Leverage and Utilize Analytics
Business is driven by data. Through remote monitoring and sensor technology, the best facility management companies can monitor their operations at all times.
Businesses can use this information to:
- Prevent costly repairs
- Monitor assets 24/7
- Maintain a safe, clean environment
- Build loyal, repeat customers
Data and analytics can help a business determine the lag time for commercial equipment repair and maintenance services. If your company factors this in planning, there’s less of a chance that your operations will ever be interrupted.
With this kind of data, you’ll be able to attract and retain customers.
Customers Experience Standardized Quality Service
Consistency is key to building loyal customers and boosting your customer retention rate. If you are a franchisor, you want all of your locations to deliver the best possible customer service and work together to maintain brand harmony. If you are a franchisee, you’ll hopefully have those same goals – if a customer has a bad experience at one location, they may not ever visit yours!
A facility management company increases the likelihood of consistency in facility standards. With uniform policies, procedures, and processes, a customer is not likely to have a dream customer experience in one branch—and a terrible one in another.
This can work wonders for your image and make your customers satisfied with your service – no matter where they are. Additionally, your stores will have the same look and feel. This is as important for your brand as having uniform customer experiences.
Increase Your Customer Retention Rate with Central Florida Store Services
Losing a loyal customer can be costly. One bad experience in a far-flung branch can damage a customer’s opinion of your entire brand. That’s why it’s so important to focus on enhancing customer experience and improving your customer retention rate.
To do this, consider contacting a reputable facility management company. For nearly 20 years, Central Florida Store Services has been providing facility management services, HVAC, refrigeration, and general contracting services for the Florida market.
We take care of the legwork, so you don’t have to.
Contact us today and take your customer experience to a whole new level.
For nearly 20 years, Central Florida Store Services has been providing facility maintenance, HVAC, refrigeration and general contracting services for the Florida market. We take care of the legwork, so you do not have to.