What to Do to Win Back Customers and Clients’
Most businesses who believe they may have lost business do the following:
- Send a customer satisfaction survey
- Send an email with a subject line like “We Miss You”
- Buy a Price-Closed Deal with Call-to-Action for Buy Now
There are better views for both you and your customers / customers.
Lost Business Stage # 1: Understand why customer / customer behavior has changed – why did not they buy or come?
Sending customer satisfaction “lost business” survey or customer satisfaction survey to a customer / customer is like doing a boring job for you in someone’s favor. Most people will not do this.
Why should they do it because they do not have any advantage to do this.
Depending on how many customers / customers you have, and how valuable the customer / customer is for your business, you want it:
- Pick a phone and make a personal call
What is the key to integrity and the purpose of your call: To see how they are doing, do not try to sell them anything. People like to buy from those who care for them as a person. This is true if you are selling to consumers or business buyers.
If you get their voice mail, then leave a good message and say that you were calling to see how they are doing and then sending them a personalized email and follow-up saying that you are checking and knowing Want to know how they are and if anything can do for them.
- Send a personalized email to the customer / customer / patient
Your email should be addressed by using that person’s name and it should be signed by you as a business owner or if you are doing a big business, then the person’s actual person will have their title and With contact information
The subject line for your lost business email is really important because this person can open or open it like a sales message or not.
Do not say it in your email subject line:
- Help improve my (our business or product)
- We want you back
- We miss you!
I have received emails from companies using these email subject lines for truly lost business campaigns.
They do not work because it is not real (you remember your girlfriend / boyfriend, husband / wife, dog, friends, not the customer) or the business customer / customer is asking for something for them (back Come on, help me) And the customer has no use.
Instead, use a subject line for potentially lost business customers / customers who are more personal:
- Any check in: How are you?
- What’s new with Annie?
- How can I help Annie’s help?
- What is happening with Annie?
- Hi Annie
Then in your email, make it very easy for the customer / customer / patient to respond to your email so you can know what’s new or changed in their life so that you know what the person has:
- Were taken
- Change jobs
- Lost his job
- Got sick
- Changed your email address or phone number
- You are married
- got divorced
- Had a baby
- Received a promotion
- Forced to buy from someone else
- Won the lottery
- Anything else
For some businesses, this can be a customer / client has been taken to different steps and your products / services are no longer relevant.
For example, in a mother with young children who love gymnastics, now there are children who love soccer, so they do not have a partner in your services or partner firm, which you have considered to be a good customer, in semi-retirement is.
Or, your hair salon client is going through Karen Chemo treatment and there is no hair to cut. You never know what is going on in the lives of your clients / customers / patients.
To win the lost business, start to understand what changes can happen to them, not selling the pitch or offering a shouting deal to bring them back.
Wow a fantastic lost business here – they have a thought back
In a city, an office supply company has a “rose budget” for lost business customers.
When a customer is not bought for a while, they send their delivery person with a single rose to the customer’s office (or a dozen roses if it is a bigger account)
With a handwritten note saying: What happened? we’ve missed you.
When it comes with roses and personal notes, then we have a fair use of “we have missed you”!
The company’s delivery person usually appears with a rose on some day and receives immediate information.
Oh, he leaves the company or he goes out on maternity leave or the corporate is now compelling us to buy something else … or for the business lost, Should know to lose the winning business. brilliant idea!
Lost Business Phase # 2: Make it very easy for the client / customer / patient to tell if they have any bad customer / customer or product / service experience.
He is not asking anyone to complete a long, boring, profit-to-customer customer satisfaction survey.
Instead of encouraging a customer / customer / patient, an actual person encourages the person to respond to the email, who will read his message and will not be sent to “black hole”, where most people will be satisfied with customer satisfaction survey information and Accept email responses.
Learn about it: It is difficult for most people to complain directly to a business owner
Most people like to “let it go” and prefer to move forward. Some customers / customers will not complain directly to you and instead they will post a negative review on sites like Yelp. Missing business customers / customers and online vocal renders are both bad for your business.
Lost Business Phase # 3: Be Really and Relevant in Your Response
If you have received a response from the customer / customer that they have lost their job, tell them that you are very sorry and try to find out how you can help them.
If he has got promotion, then congratulate him and ask who is being handled with his previous responsibilities (and he can probably introduce the person).
If they share a bad experience with your company or product / service, consider those lost business customer / customer insights, just like Gold!
They give you a chance to learn what to change / decide so that you do not lose more business. And it also gives you the opportunity to lose a lost business from that client / customer.
Lost Business Phase # 4: Update Customer / Customer Status in Your Customer Database
If the customer / customer has actually lost the business, then mark the customer record in your marketing database so you do not spend any money or time on marketing.
If the customer / customer has shared, they are dissatisfied, note that their client records so that you can ensure that things are better.
Set up a reminder for yourself to check disgruntled customers / customers every month. Your goal should be to transfer the status of those customers / customers to “loyal”, not to lose.
If the customer / customer has been promoted and there is another person in his company, then you should interact with your company, note that their customer records are in place.
You still want to maintain a relationship with the customer / customer who has been promoted and when you contact the person who has taken care of his responsibilities, then you have to “connect with warmth” to his name. Will try.
The lost business customer / customer is someone who gave you a referral
In the best case scenario, you are marketing 1: 1 which is personalized to each customer / customer.
If you sell to thousands of customers / customers, you will need to show that your marketing is personalized using tools like CRM (Customer Relationship Marketing) tools and strategies (and more relevant to them).
You can set up similar types of customer / customer segments in your marketing database and you can create a list by dragging people into a particular segment in the market with their messages and offers, which are more than one-time marketing.
What is your advice on how to win a lost business?
We are sharing in a better way with the sharing of business (collectively, not working) to win the winning business. Please share.