No matter how you dissect it, repeat business matters. In any industry, having a roster of loyal, repeat customers gives you a foundation for long-term success. So how can you enhance customer retention at your staffing agency? While there are tips and tricks you can use, it really comes down to providing superior service and meeting your clients’ needs. In the end, creating loyal customers is really quite simple.
When do you give your clients a call? After the first day of a new project? After the first week? Only when someone you delivered quits or gets fired? Part of client retention is demonstrating a genuine interest in the success of their business; success that is achieved, at least on some level, with the talent you send them.
Stay in constant contact with your customers to make sure the people you send are working out. Clients are busy, and they’re not going to send regular updates on the performance of your talent, so you’ve got to put in the effort. Find out how things are going and whether the client needs more people. While you’re at it, ask if they have any future needs; you just might get the inside track on an upcoming contract.
There is a concern that you could be bothering your clients too much, or that that they’ll become annoyed. We would argue it’s best to err on the side of over communicating. If you are worried, consider that contacting a client too much is, after all, far better than not enough.
These can be either advertised or surprise incentives for repeat customers, but offering discounts on long-term or bulk contracts can help you establish loyalty and keep your customers happy for a long time.
It can be difficult to justify discounts in the staffing world, where profits tend to be narrow, but even small gestures can keep customers happy while differentiating your business from the competition.
Quality talent is the driving force for a staffing agency. So what happens if you can’t find the right skills for your client? Why not create it? This obviously applies to basic skills and low-level training (you can’t spend four years training someone in advanced skills), but you may be able to give capable people the skills they need to excel for your client.
For example, if your client has a certain IT need, but you can’t find someone who has experience with the specific program, you could recruit IT talent and bring them up to speed on the software. Now you have a quality candidate who you can confidently send to your client.
It’s a pretty simple concept, but it’s far and away the most important part of good customer retention. If you want to have clients come back to you every month for years to come, then you need to deliver quality results.
You can create advanced CRM strategies, host business lunches and send gift cards, but in the end it all comes down to meeting your customers’ needs. Do this on a consistent basis, and you are virtually guaranteed to have long-lasting, dedicated clients.
If you work in the staffing industry, you know that meeting payroll is your number-one priority. Fortunately, TCI Business Capital is here to help. Let us handle your payroll funding needs so that you can focus on retaining your clients, building your brand and finding the best talent to meets your clients’ needs.
TCI Business Capital is an invoice factoring company serving businesses across the United States. For more information on factoring, call (800) 707-4845 for a free, no-obligation consultation and quote.