Keeping great clients is the fastest way to grow profit in this industry. Even a small retention lift can drive a big profit jump—research tied to Bain & Company shows that improving retention by about 5% can increase profits by 25%–95%. That’s the kind of compounding every design/build owner wants. Harvard Business Review- Source
Why retention beats constant acquisition
Acquiring new customers is costly; serving loyal customers gets easier and more efficient over time. That’s why top firms build systems that protect relationships instead of chasing every new lead. Harvard Business Review- Source
1) Personalise follow‑ups with a CRM
Log materials used, timeline preferences, pet/ gate notes, and photo history. Then automate light‑touch check‑ins: spring sealing reminders, “one‑year patio health” texts, or post‑storm inspections. Segmentation and automation make every message feel relevant—and they’re easy to run at scale with modern CRM tools. HubSpot Blog - Source
2. Elevate Value with Loyalty Plans
Offer structured loyalty and referral programs—discounts on recurring services, priority scheduling, or exclusive add-ons for long-term clients Mulch Mule - Source. Some firms even introduce subscription or maintenance plans to lock in booking and budget predictability DirtyMktg Group- Source , Your Aspire Software - Source.
Anecdote: One firm capped off a successful patio install with a simple "one-year check-in" call—and turned it into a signed maintenance plan weeks later.
3. Stay Present via Content & Ads
Position your website as both resource hub and retention engine: publish blogs, FAQs, how-to posts like “winter prep for stone pavers,” or “summer sealant tips” — optimised for both new leads and existing clients HALSTEAD WebFX - Source. Complement this with re-targeting ads: “Welcome back—spring sealing specials live now.” According to Halstead, these keep your brand front and centre when clients make seasonal decisions HALSTEAD - Source.
4. Deliver Extra to Build Trust
Consistent improvement builds loyalty. A hardscaping firm that sends “soil test reports” or seasonal tips without charge shows clients they care—boosting satisfaction and reducing cancellations Lawn & Landscape - Source.
Interactive element: What small, unexpected gesture can you deliver post-project—a branded thank-you card? A quick tip sheet? Those leave lasting impressions.
5. Simplify and Solidify through Operational Excellence
Reliable, worry-free service matters. Clients abandon companies not because of price, but when standards slip or communication fades Reddit- Source. Ensure:
Responsive communication (texts, email, callbacks)
On-time arrivals
Transparency in pricing and timelines Hassle Free Websites - Source
User voice: One client shared, “The ones that set up systems for small touches—seasonal discounts, “thank you” messages—those clients stay and bring friends.” Reddit - Source
Conclusion
Recap:
Automate personalized outreach with CRM tools
Reward loyalty via programs and maintenance plans
Stay top-of-mind with content and targeted ads
Deliver unexpected value through add-ons or education
Be reliable, communicative, and transparent
Ready to scale smart, not hard? Book a call with our agency to discuss your marketing needs as a growing business.
FAQ
Choose any CRM that supports segmentation and automated workflows. The key is tagging (materials, project type, timing) and scheduling reminders you’ll actually send. HubSpot and similar tools work well. HubSpot Blog - Source
Aim for value over volume: seasonal care notes, important weather alerts, and maintenance reminders. If it’s useful and specific to their project, it won’t feel like spam. HubSpot Blog - Source
Short, seasonal posts with photos from your builds: care guides, before/after stories, and upgrade ideas. These support Hardscape marketing strategies and Repeat business strategies for outdoor design companies. WebFX - Source
Ready To Get Your Marketing On A Better Track?
