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Business Process Guide

Pool & Hot Tub

Business Process Guide

Happy customers build value for your business.

The experience that customers have with your business is crucial to your success.

Happy customers mean positive online reviews and referrals.
Positive reviews and referrals drive more sales, at a very low cost per acquisition.
And when you want to grow your business, there is nothing better than a good referral.

As you build your business, you’ll find that your customer database is likely the #1 most valuable asset you have, so you want to keep that database clean.  Here’s how to do it.

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Adding New Customers

If you sold your business today, your customer database would undoubtedly be one of the most valuable things you own. So you’ve got to keep it clean! This also ensures that your staff spends less time searching for information, and more time helping customers.

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$500 - $1,000 per Customer

While every business is different, and value is largely determined by cash flow generated, a residential service business (pool cleaning, landscaping etc.) is typically worth avg. $500 - $1,000 USD per customer account. source: business transaction research

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Do I Really Need Software?

When you’re first starting a business, you can get away with a simple process for keeping customers in a centralized database. Typical examples that will get you up to 50 or 100 customers include:

  • Spreadsheet
  • Google Contacts & Calendar
  • Online accounting system

The problem is, as you start to grow, it gets very difficult to add features that customers expect. Examples include inventory tracking, warranties, purchase history, payment on account, card on file...on and on.  At some point, if you are serious about your business, you’ll need software to keep everything organized. This will also allow you to grow to hundreds, then thousands of customers.

Adding Thousands of Customers

Adding new customers should be fast and easy.  And so it is with LOU.  We allow several ways to add customers to your database quickly.During your 30 day LOU onboarding process, you’ll have the ability to import hundreds or thousands of customers, vendors and inventory - all at once. Your onboarding specialist provides a set of templates that allow you to prepare the data, before importing. LOU even allows you to add a Legacy Customer ID if you’re moving off of a previous software program. Pretty nice, huh?

I only have a few seconds … How can I quickly add a new customer?
If you’re pressed for time, you can quickly add a customer by filling in the bare minimum:  

  • First Name
  • Last Name
  • Email address

That’s it. You’re done. You can add an address and other details later.

You can also create a work order and add customer information as you go. Onward!

 

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TOP 3 TAKEAWAYS

  • You’ll need business software if you’re serious about growing your business to more than 100 customers.
  • A card on file (accomplished through secure tokenization) builds trust with customers, and creates a great experience.
  • Customers expect you to be in touch and to set their expectations with communication - most typically email, text and an online customer portal.

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Doing it right: Adding a new customer with complete information
Do you know what most people like the sound of?  Their own name!

For the best customer experience possible, you’ll want to take your time and make sure each customer’s information is completely and accurately entered into LOU.

  • Name is important because it displays on statements and communication that you have with your customer. Remember - people LOVE seeing their name, so spelling counts.
  • Phone and Email allows you to text or email alerts and statements to your customer.  Be sure to let them opt-out if they want to, and provide the proper disclosures.

Address - is important for all kinds of reasons. It ensures that your service personnel are going to the right location. It also makes billing and invoicing a

  • snap. Be sure to use a validated address via the Google Maps integration whenever possible.
  • Adding an Alternate Contact is HUGE! Having this information on file can often allow your business to continue, even if you can’t get ahold of your customer.

 

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This support article shows you how to import THOUSANDS of customers to LOU!

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For more detailed information on adding a new customer to LOU,
please visit the LOU Support Center
.

 

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Parent/Child Customer Relationships

Do you have customer accounts where you want to bill headquarters (PARENT) while delivering product or providing services at multiple locations (CHILD)? If so, you’ll need a system that allows you to easily manage what is typically a complex transaction.  

Now you could organize this type of information in a spreadsheet. What you’ll find is that gets you to a certain point - maybe a few dozen customer accounts.  After that, invoicing and billing becomes very time consuming, and it holds back your growth.

There are two situations you’ll probably run into when managing Parent / Child accounts: Residential and Commercial. Here’s how those work in LOU.

Residential - Resort Management

  1. Sun River - hot tub fixes & cleanings

Each child account can have a different site profile / ex. different gate code
Coolness factor:  3 to 4 sub accounts with $75, $125, $200 balance each

Customer (parent) gets statement via email...review and pay

Commercial - Cleaning & Repairs

  1. LA Fitness - bill corporate / service local gyms



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