Sometimes, the reason for the exodus of customers cannot be traced. However, experts believe that most customers stop patronizing a particular brand due to poor customer service, under delivering on what was promised, your business is inconsistent, making customers feel undervalued, not improving on your product(s).
Nevertheless, the good news is that you can still win back the hearts of your lost customers. We will attempt to look at certain things you can do to get back your lost customers. Remember, you created the business for them and not you, so you need them and must do everything possible to keep them. No customers, no business.
1. Do your background investigation to unearth why the customer left. Evaluate your business and yourself and figure out what your weaknesses and strengths are, therefore swiftly solve them to avoid losing your existing clients. Understanding the weaknesses you could be having will enable you to avoid any such future occurrence.
2. Request for a meeting and have a one-on-one chat with him/her and allow him to cross examine you as the business owner on what expectations you did not meet. You should not influence the decision in your favor, but be considerate enough to own up to your mistakes and meet the client at the middle. There may be a golden chance to win him back if you guarantee him that you will sort out his grievances immediately. Where a physical meeting is not possible, you can request for a virtual meeting.
3. Publicly claim responsibility for mistakes. Taking responsibility for a company’s actions and what caused customers to leave can help win these customers back. If the company you work for makes a mistake and loses customers, it might be necessary to claim responsibility for the mistake publicly. Acknowledging the company mishandled a situation and making things right can communicate to customers it cares about them and values their service.
4. Empathize and show that you care about them as a person. According to a Wunderman study, 79% of consumers said that brands have to actually demonstrate that they understand and care about me before they are going to consider purchasing. Also, 56% said they feel more loyal to brands that “get me” and show a deep understanding of their priorities and preference.
5. Offer to take them to lunch – This is another way of greasing the bruised egos of your customers. Lunch offers you the opportunity to massage their ego and talk things over with them, with a view to restoring the lost confidence.
6. Announce Upgrades and Improvements. If your business was lost due to a flaw in your customer service, product or service, those issues need to be corrected first. Once you’ve improved the areas of weakness, it is time to announce it to the world. More so, you must make sure that sure flaws don’t happen again because there might not be a third chance.
7. Also, examining your competitors’ tactics to win back lost clients helps you to launch counter attack plans on how to regain your lost clients. Research will make you to always be aware of your competitors’ environmental tactics, thus you will be able to have a competitive edge in winning back clients due to a particular service that you offer. Remember, customers are the sole of business. You must explore all options to keep them so that your business can remain afloat.
8. Offer Excellent Customer Service. Research have shown that the best way to offer excellent customer service, is by being able to control the service you offer to your client. As a business owner make it a priority to train your staff about excellent customer service and the benefits it will bring to your business and also the staff in general. This will eliminate bad customer service, therefore focusing their full attention to meeting their clients’ demands.
8. Segment your clients and treat them according to their needs. Segmenting clients that purchase volumes/make the most purchases from your business helps you not only to win back sales but to strengthen your brand in the process, this therefore is a win for both the business and the client. Nevertheless, you should consider each client important and treat them with equality because no human is more human than other humans.
9. Reduce costs, offer exclusives and bonuses. Another way to make your lost customers feel like they are special is to present them with an exclusive offer or bonus. Where it is possible, reduce cost for your customers. More importantly, you must ensure that the product, program or service that you offer is worth the price tag on it.
10. Another way to win back your lost customers is to strategize via social media. Acknowledge your customers officially by sending them thank you coupons will help foster confidence and even restore lost belief in your business.
Conclusively, research have shown that it is extremely cheaper to retain your clients than to go out and find new ones, considering you have invested a great deal of time and money in winning their trust.
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