You’re not going to please everybody. Customers will come and go, but the ones that go are still important to your business. Don’t wave them good-bye and ignore that they were ever a part of your business. Take responsibility and find out what’s going on.
Winning customers back isn’t easy. You need to have a plan in place and strategy for getting back their business. There’s a fine line between telling them why they should return and annoying them. They left for a reason, so it’s important you’re tactful in your approach to get in touch with them. See proven ways to win back your customers.
Find out why they Left
Don’t assume why they departed from you. Get real answers and data as to why each customer leaves. You want this information to make informed decisions about your business going forward. It’ll help you understand if it’s an issue on your end or it’s that they simply didn’t want to give you business any longer. It’s likely they had a good reason, so hear them out. Make changes and then invite them back for another chance. The best move you can make is to eliminate any guesswork and find the root cause of the split.
Launch an email campaign focused on the customers you’re trying to win back. Use marketing automation tools by MailChimp to design your campaign and start bringing people back. Show consumers your latest products and update them with the changes you implemented based on their feedback. The system will automatically reach back out to those who don’t open the email or click a link, so you’ll be sure to touch base with them. Automation is especially powerful for re-engaging people who haven’t interacted with your brand in a while. Email is a harmless, yet effective, way to get in touch and start the conversation back up again.
Give your customers the attention they deserve. Pick up the phone and have a conversation. Apologize if you think it’s necessary and ask them why they left. Otherwise, set up a coffee meeting to inquire with lost customers and update them with how you’ve been improving the business. Be honest and ask for their business back. There’s not much to lose at this point in the conversation.
There’s nothing better than returning to a business and receiving a special offer. If that’s what you have to do to win some of your customers back, then so be it. It’s worth a shot and if it’s not much of an expense to you, then you don’t have to worry about it. Some may be interested, while others could be turned off. Come up with a special offer tailored to the lost business based on their feedback. You may be pleasantly surprised at how many do return.
Losing customers is never fun. Don’t panic when this happens. Have a plan in place to grab their attention again. These are proven ways to win back your customers.