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How to Approach and Win Back Lost Customer

Your customers may not be always right, but, let’s be honest, they are never completely wrong. Winning the trust of the customers is very difficult especially for newly-created companies that enter competitive markets, but the difficulty doesn’t end here: keeping the customers is as tough as winning them. Undoubtedly, the easiest thing when it comes to customer relations is to lose a customer. They often are unforgivable and the smallest mistakes can easily cost you their trust.

It is very normal to lose a customer, but this doesn’t mean that you have to simply accept it and forget about it. There are some things you can do in order to win back the trust of a lost customer and here you can find four simple steps to follow in order to do so.

Ask why? The first thing you can do is to try to understand the reason that made them give up on your services. The easiest way to do so is to ask them. By getting back to them, you will prove that they really matter for you and that you are interested in their opinion. Don’t sound desperate and, most importantly, don’t be desperate. Even if you don’t get them back, you will collect valuable information that will probably help you a lot in the future.

Keep your position strong. Even if you value your customer, there is a line that doesn’t have to be crossed. You have a company policy that really matters. Don’t start making excuses and blaming somebody else for the way your offers are and the way your services were provided. Stand behind your business and take full responsibility for your actions. It is impressive to see that an entrepreneur truly believe in and values their products and services. Of course, don’t be stubborn, sometimes mistakes are made and this is why we continue with the next step.

Is there a place for compromise? After you know the reason(s) why your valued customer left, it is time to reconsider your options. Are you ready to make specific adjustments to your offers to your customer in order to win them back? It really depends on the demand of the customer, but also on the way this changes in the offer can affect your business. Sometimes it is better to let go. If you believe that there is a place for compromise, then readjust your offer and try to win their attention and trust once again.

Stay in touch. Even if your customers have decided to leave you, you can always ask them for permission to still stay in touch, to send them your next offers and to keep them informed about the promotions and new services you embrace in the future. Never completely burn bridges because you never know when a new possibility will arise. Companies change, so does their management.

─ February 20, 2015