1. Wrong strategy
Sleeve Company promote customer churn with their strategy. They focus very much on attracting new customers, even award them - and are surprised (or not) that sales have too little time for regular customer loyalty. Neglected customers are quickly open to solicitation by another provider. Once the customer is gone, then the shouting is usually great.
2. Loyal customers
The best customers of a supplier are the desired customers of its competitors. Therefore, it can be assumed that they are intensively tackled by competitors. Good customers must be given a lot of attention. Once a major customer breaks away from one day to the next, this can put a whole company in a difficult position.
3. Not pure sales, but rausverkaufen
Products are quickly exchangeable. At some point, there is always an unimaginative competitor, who can not do it better, but cheaper. Sellers ensure customer loyalty by helping their customers become even more successful. So you should not only think about how to sell something to the customer, but also have ideas on how to help them sell or sell the products they sell.
4. Detect churning signals
Only rarely does a customer unexpectedly go to the competitor overnight. Often there are clear signals beforehand, which are not taken seriously by the seller: The order rhythm is longer, the bills are paid more slowly, the personal contact has no more time as before. All indications that the customer moves away emotionally.
5. Get relationship alive
The faithful question "Are you still satisfied with us?" Is seldom answered honestly. Because to avoid possible unpleasant discussions, even the dissatisfied customer will usually say yes. Therefore, the salesman must go on the offensive and revive the business relationship with ideas and impulses and also address critical issues.
6. To respect the emigration
"Why did not you say something more?", "I'm disappointed - why are you doing this to me?" Or similar verbal attacks by sellers are not uncommon when the customer has the bad news "From today, there are no more orders for you" telling. But if the seller makes such an exit, why would a client like to come back to him, should not his successor live up to expectations?
7. Leave the doors open
It is better to express its regret, but to discuss a common approach on how to deal with each other in the future, in order to be able to visit the customer in the ideal case - and keep the contact upright.
8. Humility instead of defiance
Many sellers avoid contact with lost customers. Some defiantly think: "If he does not want me, then I will not go there any more." Maybe this is a protective reaction, so as not to deal with the very painful question "Why could not I really avoid this exodus?" to have to.
9. Cooperation must be desirable
Many customers say: The seller wants my money, then he should also try to me. If the following supplier does not meet the expectations, the laughing third comes into play. Why? Because for some customers, due to the emotional disruption, the new cooperation with the predecessor is not desirable.
10. Reflection do not forget
- What are the reasons why customers migrate?
- How can trends of brainstorming be identified and addressed in a timely manner?
- What would be possible means to retain customers?
- How should best deal with former customers?
- What are possible approaches to leave the door to the former customer at least a crack open?
- With which offers can former customers be "seduced", but to buy again? Those who seriously address these issues will find it easier to retain and recover customers.
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