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.
Assess 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 informing yourself about your market and your customers, you can accurately assess their potential. You can prioritize the customers and your activities and thus fully exploit the potential. Where does that take you? Best to the moon. And if you want to go to the moon, you have to aim as high as possible. Even if it misses the moon, it hits at least one star. Set yourself ambitious goals! The more you trust yourself, the more you can achieve.
Setbacks are included
Is not there a risk of overconfidence? If you want to go too high, it can really be nasty to fall on your nose. Yes, that's right. But regression is part of life.
But you are right on one point: there is no culture of error in our society. Anyone who has gone bankrupt with their company is considered a failure. From then on, you don't trust him anymore.
Failed entrepreneurs are more successful on the second attempt
What a mistake! A survey conducted by the Boston Consulting Group shows that entrepreneurs who have failed once are more successful with the second trial than those who have never experienced a failure: their turnover and their number of employees are growing faster.
Actually logical: these people now know how to do it and what they have to guard against. Above all, they have the courage to try out something new, and can not be put to small. You know what you want. And that's why they get it.
If you do not have any goals, you do not
The problem with sales is: Most sellers do not know this. Imagine: I even meet salespeople who have no goals at all! They simply do what they say in their calendar.
They will, in turn, visit the customers who are scheduled for their tour planning. In short, they only think about what they have to do, but not what they want to achieve. But those who do not have goals do not.
What helps to achieve goals?
You may already have heard of the Harvard study, after which the three percent of students who had written their professional goals in writing earned significantly more than the remaining 97 percent after ten years.
Mark McCormack describes them in detail in his book “What You Don't Learn at Harvard Business School”.
Visualize your goals
Another Dominican University study has investigated what helps achieve goals. 267 participants from different countries have been divided into several groups:
- Some were silent about certain goals they wanted to reach in the next four weeks,
- the second group recorded the objectives,
- the third wrote down what it was going to do to reach its goal,
- the fourth also told their friends about their aims
- and the fifth wrote additional weekly reports of their progress.
Perform regular success control
The result is foreseeable: those who have written their goal have had the double success in comparison with those who had only done it in their heads.
The best success was achieved by those who regularly wrote reports about their progress, that is, a success check.
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German edition: ISBN 9783965960923
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