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Old 12-05-2012, 12:29 AM   #1
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Default Repeat Business

How much of your business is repeat?

and what type of customer is it? gc, hoa, pm....
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Old 12-05-2012, 12:33 AM   #2
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Its all repeat: mask, prep, prime, paint repeat.
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Old 12-05-2012, 12:35 AM   #3
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About 35% for me, mostly just old residential customers.

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Old 12-05-2012, 01:02 AM   #4
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The problem with old residential customers is they keep passing away. Bless their hearts. I finally sent out a thanksgiving mailing (before thanksgiving) and have been getting all the returns from people who have moved (or passed on). At least i can clean up my mailing list now. I could do email blasts, and probably should, but I just think that spam is getting really old and I don't want to be just another spam clogging up someone's inbox. Some of them I even hand addressed so I know they got opened.
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Old 12-05-2012, 05:54 AM   #5
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What isn't "repeat" is referrals from repeats(primarily residential). Repeats do have a way of evaporating over time, but as long as the repeats are referring, then those referrals become repeats and the process continues......
We gladly accept "new" customers(contractors, homeowners, light commercial accounts), but I am very selective. My focus is on quality, not quantity and profit, not volume at this point. For us, the repeats and referrals accomplish that for the most part.
How 'bout yourself Gabe?
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Old 12-05-2012, 11:40 AM   #6
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I usually track repeat and referall togeather, and it was 75% last time I checked, all HO.
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Old 12-05-2012, 12:38 PM   #7
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I am finishing off my 3 season and repeat business is steadily growing.
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Old 12-05-2012, 03:09 PM   #8
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What do you guys like better: repeat customers who you've had a great experience with, got paid promptly, you can trust, etc or new customers you're not sure of yet?
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Old 12-05-2012, 05:14 PM   #9
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Quote:
Originally Posted by TJ Paint View Post
What do you guys like better: repeat customers who you've had a great experience with, got paid promptly, you can trust, etc or new customers you're not sure of yet?
Is this a trick question? For us, it is no contest: repeat customers from our A List. About the only other ones that we'll consider are referrals from A Listers.
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Old 12-05-2012, 05:30 PM   #10
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I am at about 2 and a half years since I went on my own. I would say about half of my jobs are new customers and the other half repeats/referrals.
I was told after about 5 years in, you should start seeing more repeat business.
Doing good work and customer service is a recipe for repeat business.
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Old 12-05-2012, 08:23 PM   #11
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Right around 40% are repeats. 90% residential repaints, 10% commercial in "typical" years. No new construction but some work with remodeling firms.
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Old 12-05-2012, 08:38 PM   #12
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We were about 75% repeat/referral HO. Every year I'd get a lot of christmas cards returned due to people moving/dying. We could never seem to break out of the 3,000 mark.

Now I'm starting from scratch, the only christmas cards I'll be sending this year is to family.
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Old 12-05-2012, 09:25 PM   #13
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Quote:
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Is this a trick question? For us, it is no contest: repeat customers from our A List. About the only other ones that we'll consider are referrals from A Listers.
Sorta is a trick question. I was thinking about the "Catch 22" thing with it. You can't get a repeat customer until you had them for the first time...

I guess having people for the first time via a solid referral is a solid way to start off.
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Old 12-05-2012, 09:40 PM   #14
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Quote:
Originally Posted by scottjr
I am at about 2 and a half years since I went on my own. I would say about half of my jobs are new customers and the other half repeats/referrals.
I was told after about 5 years in, you should start seeing more repeat business.
Doing good work and customer service is a recipe for repeat business.
I was told once you need about 100 customers on your list to keep one guy working. I think it's one of those mythical numbers, like the 80/20 rule, but there's probably some truth to it. So I would need a customer base of 500 to keep 5 guys working off referrals. We get a lot of jobs off our 1 good GC remodeler and a bunch off Angie's list and the rest referrals or repeat. Will do an analysis at year end to see the breakdowns.
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