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From One-Time Customer to Regular, Part 1

April 14, 2017
Follow these tips from Mike Moore, HVAC Learning Solutions' director of training, to turn your one-time customers into regulars.

With three out of five customers willing to try a new company for a better service experience, there is great opportunity to turn a one-time customer into a loyal regular.

How do you build loyalty with the first encounter? These steps will start the conversion process for customer loyalty for years to come:

  1. Pre-call planning — the separation begins. Customers leave when they’re not being fulfilled by their current provider. Take a moment to understand what fresh insights you can bring to a new customer. Think about how this insight has helped benefit other customers, and use that as a first step into the conversation about meeting their needs. What do you believe is the customer’s main objective? Be up front, open, and honest with your own main objective.
  1. Make the customer feel special. The hospitality industry knows how to wine and dine its customers. Simply making a customer feel special can turn them into a regular customer. In fact, 70% of buying experiences are based on how the customer feels they are being treated by the company. Involvement, listening, attentiveness, body language, verbal communication, and educating the customer are all ways to make them feel more special throughout the process.

These first two steps to turning a one-time customer into a regular will create a relationship that sticks with your company. For keeping those new customers and developing their loyalty, catch the last three steps in next week’s blog.

Mike Moore offers HVAC advice for managers, technicians, and sales teams daily on FacebookTwitter, and the LennoxPROS blog. Follow Mikw on social media to stay in the know.

Read more about trending topics in the HVAC industry on the HVAC Learning Solutions blog.

About the Author

Mike Moore | HVAC Training Director

Mike Moore is the HVAC Training Director at HVAC Learning Solutions, HVAC industry experts in sales, technical, and business training. Visit Mike’s blog for more insights. Mike can be reached on Twitter @hvaclearning or on Google+ at