While the dawn of the world wide web, smart phones and search engines, have fundamentally shaped consumer behaviour forever, the ongoing global pandemic has fueled the push for a stronger digital presence. The home services industry is no exception.

The demand for the home services market in Southeast Asia is projected to grow by USD 258.47 billion from 2021-2025 at a Compound Annual Growth Rate (CAGR) of 54%. The factors driving this growth include urbanisation, an increased busy lifestyle among consumers, convenience, and increasing collaborations between offline and online vendors.

In today’s modern landscape, having an impeccable online presence is indispensable to maximise revenue online as a home service business.

1) Prioritise Customer Service

For any service business, it is essential to keep your customers happy. In fact, 77% of consumers consider customer experience just as important as the quality of a company’s products and services.

In a highly competitive business landscape, poor customer service could cost you potential customers or even send your most ardent fans to your competition.

While it is customary to receive complaints, maintaining a positive attitude when addressing negative feedback and allowing customers to feel that their complaints are heard, as well as taking active steps to troubleshoot and address the problem are crucial to maintaining a quality customer experience.

After all, excellent customer experience and good reviews naturally translate to positive testimonials and referrals, helping enhance your business’ credibility while attracting a greater number of clients over the long term. Now, that’s a win-win situation.

2) Identify the Media your Customers Consume

Providing impeccable service and understanding the need for a strong online presence is only the beginning. Knowing where your customers are and how to reach them is essential, especially if your goal is to maximise inquiries for your business. In Singapore, the average time spent on the internet is 7 hours and 29 minutes, taking up almost one-third of the day.

3) Recognise the Different Types of Digital platforms 

• Search Engines
• Social Media
• Publications
• Forums
• Blogs
• Marketplaces

Of the different types of digital platforms, not all are suited to drive customer inquiries. Potential customers who are considering home services are likely to seek information on forums, research via search engines, or browse vendors on home service marketplaces.

4) Understand the Costs of Acquiring a New Customer 

Take Google, the most popular search engine in Singapore and the world. While appearing on Google enables you to reach potential customers, the cost of Google Ads can be substantial. In Singapore, the cost per click for the keyword ‘cleaning services’ ranges between SGD 3.38 and SGD 8.48, which is a hefty price to pay for acquiring new customers.