What to Do When You've Lost a Valued Customer
It's a common, but definitely not a welcome,
occurrence. A long-term customer announces that
he or she is going elsewhere. Naturally, you want to
find out why and attempt to win that customer back.
Some suggestions: Talk to the customer. Ask him or her to be candid with you. Then, if there's a specific area of discontent, a particular problem, aim to solve it. When you've done that, get back to the customer with convincing evidence. Recognize that your customer's perception is everything. Someone may go elsewhere because he or she misperceived an aspect of your operation, your products or your services. Put information in front of your customers on a regular basis that builds an accurate and positive image of your company. Make it easy for customers to come back to you. Avoid petty comments and vindictiveness at all costs. Be gracious and, when appropriate, apologetic. Offer a service or product discount if you think that will be helpful. Identify similar at-risk customers. Take a proactive approach, inquiring about any potential areas of dissatisfaction. Simultaneously, accentuate the positive-reaffirming to customers your ongoing commitment to excellent service and high levels of satisfaction. |