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How to Win Back Lost Customers

Sunday, April 22, 2018
posted by Jody Maberry 1:00 AM

When you lose a customer, is it possible to win them back?

Yes, it is possible, but don’t even try to win a customer back unless you are ready to have them back.

They left you for a reason. Fix the issue that caused them to leave in the first place. Only then, should you try to win a customer back.

And when you know you are ready to have them back, treat them like a VIP (very individual person). If you are in a position to do so, go see him or her in person. Don’t settle for sending an email or text message. Definitely,┬ádon’t wait for them to come to see you. It won’t happen. And it is your responsibility to fix it. Own your mistake, face to face.

Once I was an hour late for a speech. Immediately I told my┬ácustomer I would deduct $5,000 from the speaking fee. They didn’t ask for the fee reduction. They didn’t expect it. But it was the right thing to do. I didn’t serve the customer to the level I should have. It needed to be handled professionally.

Professionals want to take a bad situation and make it right.

So if you want to win a customer back, you need to fix the problem first. Then be professional and personal. You might win the customer back.

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