Customer Training Can Boost Loyalty

Customer Training Can Boost Loyalty

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When you run a business, you devote a lot of time to training and educating your employees. What’s often overlooked is the need to train and educate customers. And yet, customer training is one of the most effective things you can do to boost customer loyalty and retention. 

So, what is customer training, exactly? 

For septic professionals, this is the ongoing process of educating your customers on how to care for their onsite systems and how to use your services most effectively, in order to achieve their goals or address their pain points. 

Speaking more practically, customer training involves providing your customers with educational materials and other information they can use to get the most out of their system. 

There are three basic goals to customer training. These goals include:

  • Bringing in and retaining customers.
  • Enhancing the customer experience by showing them how to get the utmost value out of your service.
  • Maximizing the overall impact of your service, thereby increasing customer satisfaction, getting more referrals, etc.

For example, say you have a customer who just had an onsite system installed at their new build, and used to be on city sewer. Customer training might involve creating materials that show them how their system functions, as well as a timeline for system inspection, pumping and any other needed maintenance. 

Getting started 

There are a few steps to consider as you seek to build your own customer training program.

● Get to know your customers. It’s hard to educate someone when you don’t know much about them. Use surveys or questionnaires to better understand your customers’ pain points, their ultimate goals and values, etc.

● Set learning objectives. Next, think about what exactly you want your customers to learn. For example, you may want customers to learn where their drainfield is, how their system works, what landscaping is appropriate over the system, and how often their tank should be inspected and pumped out.

● Create training content. Maybe you want to make a YouTube video that you can send to customers following installations. Maybe you want to develop informational pamphlets to pair with certain types of systems. Or maybe you simply want to instruct service technicians to provide certain guidance to customers.

● Take questions. Do you find that your customers come to you with a lot of familiar questions? Make sure your technicians and office staff take note of common inquiries, as these are the types of things you may wish to address through your customer training initiative.

The bottom line: If customers know how to get the utmost value from their onsite system, they’ll be more loyal, and more likely to recommend your business to friends. Start thinking through some customer training options today. 

About the author 
Amanda Clark is the president and editor-in-chief of Grammar Chic, a full-service professional writing company. She is a published ghostwriter and editor, and she's currently under contract with literary agencies in Malibu, California, and Dublin. Since founding Grammar Chic in 2008, Clark, along with her team of skilled professional writers, has offered expertise to clients in the creative, business and academic fields. The company accepts a wide range of projects; often engages in content and social media marketing; and drafts resumes, press releases, web content, marketing materials and ghostwritten creative pieces. Contact Clark at


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