The customers you already won

58%

of work at residential service contractors came from repeat customers

ServiceTitan with Thrive Analytics, 2023 (vendor survey of over 1,000 contractors, 2022 data)

Residential contractors say repeat customers are a big share of the work. That makes your old customer list worth a hard look.

A good job gets forgotten

This next number comes from plumbing only, so don't stretch it to every trade. It still shows how fast a good job gets forgotten.

45%

of homeowners could not remember the name of their last plumber

Zion & Zion, 2019 (agency survey of 863 homeowners, plumbing only)

Homeowners say they'd come back: 68% of homeowners say they would hire the same company again after excellent service. Good intentions fade if the name isn't in front of them when something breaks.

What to check this week

• Export your customer list. Can you even get it out of your system?
• Count how many past customers heard from you in the last 12 months.
• Ask whether your last ten customers could name you today.