How to Win a Customer Back
Kate is here again! In the previous article, we have discussed customer retention and committed to making sure our clients are happy with their customer experiences.
You did everything you could, but you still see clients leaving. Why? And most importantly, what can you do to win them back?
Let’s figure out the main reasons for customer attrition and the methods to reduce it:
1. Your company made a mistake
This is definitely the worst, but unfortunately, blunders cost you a lot in the business world. That doesn’t mean you still can’t make things right. Call the wronged client and make peace with him. Even if you can’t win him back, you are showing your good character and learning from past mistakes (plus, you don’t want your ex-clients spreading negative feedback about your company – word of mouth is your most loyal friend or the worst enemy.)
2. External reasons
Your clients could be going through emotional hardships, financial difficulties, or… any other personal problems. There is nothing really you can do here, expect for checking in with them after a month of two of inactivity on their part and offer professional assistance wherever your services allow.
3. There is no need for your product or services anymore
This one is particularly relevant to any seasonal business owner. Consider introducing additional products or services to keep the cash flowing.
4. Your customers fell out of habit.
This responsibility lies solely on the neglectful entrepreneur. If we forget to reach out to your clients after their initial purchase… boom! They have already forgot about doing business with us. So, how do we avoid this very serious problem in our businesses?
- Set an alert to engage with on-going clients, or those clients who used to frequent your business, but you haven’t heard from them in 5 or 6 months. You can take the direct approach, like a phone call or an email, or the passive approach with a “thank you” or “we miss you” card (personalized, of course, from your team members).
- Rekindle relationships with thoughtful messaging and launch reactivation campaigns. Social media is a great place to start re-engaging with your clients. Take the time to get to know their businesses, like and share their posts, comment where appropriate, and show them your interest in promoting them to your
- Track your results and be mindful – we don’t want to bother people! Reconnect with lost customers no more frequently than 5 times over the course of 2 months.
There you have it! Feel free to let us know if you’ve found this article useful, or if you have any questions on how our team can help you create more automated communications systems for staying in touch with your clients.
Until next time,