The Customer Who Has Renewed Four Years Running
She has taken the quarterly treatment since the year the lift was installed, and she has sent you two neighbours from the same block. At renewal she is quoted what a stranger is quoted. She notices.
What a regular actually earns
Points on a paid visit
Earned per treatment or per rupee billed, whichever suits how you sell, and held against the customer rather than on a card in a drawer.
A renewal discount
Applied when the AMC comes up, and shown on the invoice as what it is. A discount nobody names teaches the customer nothing.
A referral credit
The neighbour signs, the referring customer’s record says so, and the credit is waiting at his own renewal.
Where the reward lands
As a line on the next invoice. Nothing is handed over in cash and nothing depends on a technician remembering a promise.
The block where four flats are now on contract
One flat has termite work done. The neighbour sees the technician in the corridor, asks what it cost, and takes a contract of her own. A referral credit gives that first customer a reason to keep talking, and the record tells you who is doing the talking.
Before you widen an offer
- Who is sitting on unredeemed credit, and how much of it
- Which offer was on the table when a renewal went through
- Discount given away this quarter against what those contracts are worth
- Customers who earned points and left anyway
A discount will not buy back a missed visit
If the quarterly treatment was skipped and the kitchen saw cockroaches in week ten, no points balance saves that renewal. Fix the schedule first. Rewards are for customers you have kept, not for the ones you are in the middle of losing.
Frequently asked questions
Does a points scheme make sense when a customer only pays twice a year?
Often a plain renewal discount does more. Points suit operators who also sell one-off treatments, monsoon work and add-ons through the year. Both are set up the same way, so start with the simpler one and see whether anyone notices.
Can we reward a customer who refers a neighbour?
Yes. The new contract is linked to the customer who sent it, and a credit goes on to that customer’s record. It shows up at their next renewal, which is when they are deciding whether to stay with you.
How does a customer know what he has earned?
It prints on the invoice, and the office can read it out during the renewal call. There is no customer login in this product, so the telling is done by your people.
Should commercial contracts be in the scheme?
Most operators keep hotels and factories out of it and negotiate on the contract instead. A points balance means very little to a purchase manager who is comparing three quotes on price.
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