Repeat vs. New Customers

BIG WOOD

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Let's take a minute and discuss the average repeat rate we should be at.

When I look at my chart, all I have is a difference between repeat and new customers. I don't know if that's accurate, because I get more new customers every week (due to word of mouth and SEO) vs. repeat jobs, which makes my repeat jobs look lower. So how can I find a good number on my repeat only?
 

Cleanworks

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Let's take a minute and discuss the average repeat rate we should be at.

When I look at my chart, all I have is a difference between repeat and new customers. I don't know if that's accurate, because I get more new customers every week (due to word of mouth and SEO) vs. repeat jobs, which makes my repeat jobs look lower. So how can I find a good number on my repeat only?
Learn to count.
 
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Mr Brightside

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Let's take a minute and discuss the average repeat rate we should be at.

When I look at my chart, all I have is a difference between repeat and new customers. I don't know if that's accurate, because I get more new customers every week (due to word of mouth and SEO) vs. repeat jobs, which makes my repeat jobs look lower. So how can I find a good number on my repeat only?


It depends on if your in a growth time of your business or your not advertising as much.

I think if actively growing 20% seems fair

If low advertising and not trying to grow I would think 40%

This is just what I think 🤔
 
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Jimmy L

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If you have repeat business....there is something wrong : )
 

BIG WOOD

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In the last 6 months, It's been 52% repeat and 48% new

But the number changes since 2017. So I'm assuming that the number I have in the last 2 years is more accurate? Heck, I don't know. I'm just confusing myself
 

Trip Moses

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I’ll be honest. I have repeat customers but I prefer new customers. I really prefer empty houses and phone payment. Repeat customers are just to talky.
But to the point of the thread my repeat business is maybe 15-20% and it’s mostly commercial.
 
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DAT

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Yeah i think you want two years, not 6 mos.
Tally up all the the client you aquired the past 2 years (C) and how many you served more than once (R).

(R/C)* 100= repeat rate%

I think joe talked about this
 

Mr Brightside

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I’ll be honest. I have repeat customers but I prefer new customers. I really prefer empty houses and phone payment. Repeat customers are just to talky.
But to the point of the thread my repeat business is maybe 15-20% and it’s mostly commercial.
I love repeats almost all profit
 

Cleanworks

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I’ll be honest. I have repeat customers but I prefer new customers. I really prefer empty houses and phone payment. Repeat customers are just to talky.
But to the point of the thread my repeat business is maybe 15-20% and it’s mostly commercial.
My repeat customers never ask the price, usually have the furniture moved and the carpets are vacuumed. What's not to like?
 

jkowalski

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0 – 15%No customer retention campaigns
16 – 30%Inconsistent customer retention campaigns such as the occasional seasonal mailer, random newsletters, and random reminders (2 to 3 mailings each year per customer)
31 – 50%Consistent generic mailings such as newsletters and/or some basic reminders. (4-12 mailings each year per customer)
51 – 80%Consistent targeted mailings such as ServiceMonster’s FillMySchedule. (4 mailings each year per customer)
Over 80%Repeat rates of over 80% are usually urban legends or the result of an improper calculation. A few of our customers have repeat rates this high as a result of consistent client campaigns from all channels (email, mail, and phone) and the correct alignment of the planets.

 

Trip Moses

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My repeat customers never ask the price, usually have the furniture moved and the carpets are vacuumed. What's not to like?
I don’t dislike repeats. For instance, I have one monthly residential repeat. It’s a 3 room $145r for this retired guy. He hems me up for 2 1/2 hours for a 45 min job. He has great stories and I enjoy the conversation, but I really have to stay on schedule. For some reason all my residential repeats turn into this. Maybe I’m too talkative. Anyway, it’s a time suck. That’s why I like new residential customers and repeat commercial.
 

Jim Williams

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Bynum N.C.
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I don’t dislike repeats. For instance, I have one monthly residential repeat. It’s a 3 room $145r for this retired guy. He hems me up for 2 1/2 hours for a 45 min job. He has great stories and I enjoy the conversation, but I really have to stay on schedule. For some reason all my residential repeats turn into this. Maybe I’m too talkative. Anyway, it’s a time suck. That’s why I like new residential customers and repeat commercial.
You must be a good listener. I got accused of that recently. The guy said telling me about all his problems had been therapeutic. I told him I would send him a separate bill for my psychiatric services.
 
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