Are You Selling to Existing Customers?
A significant part of your revenues can come from current customers. Are you selling to them? What kind of upgrades, updates and maintenances could you offer to make sure that you're serving them well?
Focusing on existing customers is essential for any business. However, in the case of those working in the home automation sector, it has a particularly important value.
Since the integrator remains by the customer’s side through the entire automation project up until the final training, he or she usually builds a strong relationship with the customer in comparison to other professionals. The integrator even becomes the go-to person for any technical problem in the home, even if it is not directly related to automation. For example, some customers have a tendency to directly contact their integrator instead of calling their plumber, electrician, or heating engineer.
On one hand, this can be seen as an inconvenience because the integrator feels obligated to intervene in every kind of situation. However this can actually become an opportunity to keep the client actively involved. Over time, consumers can receive supplementary installations, activate new functionalities and scenarios, or even purchase additional components.
The first and important type of service to offer a client is an assistance and maintenance contract that, beyond having the function of keeping the home automation system in perfect working order, it also allows the business to stay in touch with their customers. In fact, scheduled or impromptu interventions are valuable occasions to observe and evaluate how the system is being used and to give supplementary information and advice about any new needs or wants the customer may have that can be satisfied through system upgrades or implementing new functions.
This is very useful because after technology is first introduced into the home, users usually begin to see further possibilities that they want to pursue that they did not originally imagine.
While conducting any service, the technician also has a chance to verify if the client has any other unexpressed needs that can be met through a component upgrade or by installing any supplementary elements. Over time, a high technology product becomes more advanced and its price also goes down. Being offered a new part with these characteristics can be very appealing to the customer.
Furthermore, sometimes in the planning phase, a functionality or a part that the client wanted is eliminated due to constraints in the technology or budget. Now would be the time to bring out the notes and comments that were made during the first face to face interview about the project’s dimensions. With this information, you could offer new technical solutions which have a good chance of being received well by the client.
A good strategy to follow can be to split a large project into in “digestible” parts to make things easier. For example, the first section can be related to security and energy savings while other features would eventually be added to it, being in agreement with the buyer in how to divide the project and what kind of schedule to follow. It is here that we see how important it is for a system to be made scalable in order to allow expansions for additional elements or interfaces, even after much time has passed.
Another useful service to offer existing clients is a remote service contract that constantly monitors the system’s status. While this requires the integrator to be more organized, users will have the peace of mind of having expert eyes always focused on their home, ready to intervene if necessary. This kind of service is mainly geared toward security systems that manage an environment in order to prevent break-ins.
It reacts promptly if one occurs by sending signals to law enforcement or to the property’s owner. It is also focused on keeping the technology efficient and on preventing errors as much as possible by anticipating maintenances or scheduling substitutions for parts that are prone to wear and tear- therefore avoiding halts or interruptions.
Caring for your current customers while also searching for new ones is useful in both the eyes of the customer and the service provider. On one hand, this practice secures a significant percentage of revenue for installers and integrators. And on the other hand, the client benefits because he is given personal attention, exceptional service, and a perfectly automated home at all times.