Joseph Giannone Plumbing, Heating & Air Conditioning is a 4th generation family-owned company. Our branch specializes in heating and cooling, and our goal is to educate our customers on how their AC system works so they can improve their living experience.
We recently decided to downsize because we realized that focusing on volume alone wasn’t the right way to build long lasting relationships with clients. Instead, we wanted to shift focus to building a database of recurring customers that we could keep a direct line of communication with.
We have over 1,500 annual maintenance memberships and every spring we send a text message reminding them to schedule their tuneups. Phone calls and emails never encouraged customers to reschedule before their plans expired. But now they almost always reply to our texts, which is great for revenue when a $49 tuneup turns into a $1,500 AC replacement! Our monthly Text Request bills are always paid within the first ten people who respond to our promotions.
Not only do we know our customers will see these texts, we also get ridiculously high response rates to them. Earlier this year we sent out 1,320 texts to remind people about their AC tuneups, 41 people responded and we generated $7,900 in revenue! The ROI is unbelievable!
Texting allows us to multitask when we can talk to multiple customers at once—which saves us a huge amount of time. Our customers love not having to be on the phone, and they send us pictures of their units instead. It’s so much easier for them to text those things when they’re in a professional setting.
It comes down to basic facts for us. You have to text to maintain a steady line of communication with your customers, and Text Request is the way to do it.
