Is there a way to gain back customers after you've lost them?
My startup has been losing business lately and it has me thinking about where those lost customers went. We have a good foundation of loyal customers, but I do believe some of the lost customers are worth winning back.
Call them up and have a conversation with them - even those you don't want back. All customer feedback is invaluable. When calling former customers you want to win back, you're letting them know that you sincerely care about them and their business and while you may not be able to win back their business immediately, you'll leave a positive impression about you and your brand for the next time they are considering a product or service like yours.
It depends on why they left in the first place. Customer service is my number one reason for staying or leaving. I've paid more for a product knowing that I'll be taken care of.
I agree with the others. Job #1 is to understand why they left.
Maybe there's a problem with the product. Maybe there's a problem with the delivery. Maybe it's a communications issue. Maybe you're solving their problem so well they just don't need you any more.
Interview them. Look at the timing (e.g. Are they all leaving after a certain stage or period of time?). Get a couple different perspectives on this and try to get a sense of where the problem is and then you can put together a list of possible solutions and start having conversations about how to get them back.
Hi Zoe, is this for your Art Gallery or another business?
There are a few factors going on here
1) You need to find out why are you loosing customers by doing a follow up with them to find out why they are no longer doing business with you. Is it customer service, price, they found a new company they are working with...etc. When you do this, just listen don't try to close them or get them back on that call or meeting. Set up a follow up call/meeting. This is always a better way to connect with your clients.
2) Evaluate the feedback you received and see what needs to be fixed. As well what can be fixed.
3) See your cost per acquisition for each client. If it's taking you 20 hours of work at $100 per hour to get one client back who spends $400. It's not worth your time. You really have to work your numbers.
4) If all your systems are working properly, customer service, sales, pricing. delivery times...etc. You figure out it's just the time of year, the marketing...etc. This is when it's time to market to new clients and keep building.
Good luck with your business. Let me know if you have any questions.
see what it was that brought them to you in the first place and see if you can offer them some special price/treatment/facilities along with the: you are a valued customer and your business is importaint to me/us.
If thats not an option see where they are today and why. perhaps you can offer them something attractive enough to pull them back home.
final way - create a new and exclusive service in your line of business and offer it to "the old clients" first.
hope this was helpful.
Zoe, You want to develop a Relationship Management System fast. You're customers are walking away for a reason. I advise my clients to make those calls and ask questions that sound like: "Would you take a few minutes and share with me why you disconnected from us? I want to improve what we do and the only way to learn is if you will be good enough to help with your honest feedback."
Zoe do not ask if you are not ready to hear what your market is telling you. And do not ask the customer to return until you have fully understood why they walked away, their problem and concern with what you do. I would ask everyone who left. Get on their calendar, ask the questions and do your market research with them. Thank them for their honesty.
Once you have considered their feedback and made adjustments in your business, create a Second Chance campaign. Share the importance of their feedback and how helpful it was to you in creating the Second Chance.
Keep the door open to them if they do not take your offer immediately. If you want loyalty you must demonstrate loyalty. Do not make a limited time only deal. That is insincere and may anger them.
I would ask everyone who left, not just the loyals. Make them feel valued by asking.
Try this and evaluate your results. Some may return, some may not. But you at least are clear on what you need to improve in your business and where.
Hope this helps.
There are a few things you can do, send a survey to your loyal customers to find out what they like and what they do not like about your business. In terms of you lost customers if they are part of a email list I would even send them a survey to find out why they have stopped using your business.
One could offer special incentives to get those customers back. Incentives include coupons, loyalty cards, and price matching. Rather than focusing on the customers that were lost you might focus on keeping the new customers by approaching them differently with the presentation of loyalty incentives.
I have the same question, why did they leave? There are always customers worth getting back, but watch at what cost. Sometimes a simple conversation can win back the customer but hard to judge not knowing what your startup is. Sometimes it's better to look for the new customer to replace the ones who left.
It depends upon a number of factors, Zoe. Sometimes customers only need your service up to a point and then move on or perhaps there was a failure to provide the desired service.
If the question relates to patrons of your new gallery, then perhaps they are looking for specific artworks or genres of art.
My first step would be to find out why the customer left and check if there is a pattern in customers leaving. Only after that would you be able to formulate a strategy to bring the client back into the fold.
You would need to check best practice and if possible send invites to these lost customers for the next show or provide value via a newsletter or website to retain loyal patrons.
All the best!