Once lost, always lost?
- In the first case you can actually get nothing more.
- In the second case, you owe it to the customer to offer him compensation.
- And in the third case, it's yours Company guilty of regaining the customer.
Now, however, many sellers say: A customer who has jumped, does not want anymore. He did not quit for nothing. He has had bad experiences with our offer and is now so annoyed that no ten special offers would return him. Once lost, lost forever. - Perhaps you think. But that's not true!
Research shows that it is much easier to win back customers who have dropped out than to conquer new ones. Even if they leave you: At one point these customers were convinced of your offer. In any case, there is a relationship between you.
And familiar things are easier to handle than to adapt to something completely new. You can take advantage of this natural persistence of thinking here. Maybe it was just a trifle that bothered the customer - something that can be fixed.
No fear of the conflict
Resist the malfunction: Leaped customers do not come back. The fear of going to lost customers is not rational. Actually, the only fear here is fear. The fear of a conflict.
I'm not kidding: If you call the annoyed customer, then you get your ear full first. The former customer tells you little about what has disturbed him so far in your company, your offer, your service. You can not get around this confusion.
So what? Are you so tender that you can not stand it? This is the chance for you! You just have to listen attentively. Because from his litany, you can already see how you can recapture the customer.
As soon as he gets rid of his anger, he waits for your reaction. This is your opportunity: If you are honestly apologizing now, take the opportunity to repair the relationship. By providing a concrete compensation to your customer and asking him exactly what the service / offer should look like in the future so that we can get back into business?
The door is wide open!
That's it. Thus, the door is again wide open. Your customer will be surprised by your interest in him and also be a bit flattered. After all, it is the pure appreciation that you bring to him.
In this way, you even have the opportunity to make an A customer from a former B customer - by tailoring your offer exactly to your needs.
Estimate your potential correctly
What is important is that you must show the customer how important this customer relationship is to you. But it is worth investing a quarter of an hour and a slightly stressed auditory canal, right?
So: By really getting to know your market and your customers, you can accurately assess their potential. You can prioritize your customers and your activities, making full use of the potential. Where does that lead you?
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