Have you ever had a client come back after they left you for another office or service? It’s a great feeling and honestly, it’s nice to have that revenue stream back and flowing. The big question is: How can you position yourself to keep on winning back lost customers?
Use a CRM
A customer relationship management system (CRM) helps you with so many things. First, it makes a manager’s life easier as it helps track customer interactions and streamlines reporting. Second, it helps business run more smoothly as it makes communication throughout your office a breeze. Last and most importantly, it stores and saves all of your client data and makes the information easily accessible. Think of all the time you could save by not scrolling and scrambling for customer info! You will be able to easily see your canceled customers and which ones you should try to win back. If your business is not currently using a CRM, ditch the spreadsheets and find a system that works for you.
Capture relevant information
In order to be in the best position to win back lost customers, you kinda need their info to get in contact with them again. If you don’t have their email address, phone number or name, your chance to close them again is pretty close to zero. It is essential for your business to gather and store client information.
Inevitably, clients will cancel with your business. It happens to everyone. Many businesses will delete client information after they cancel… DON’T DO THIS. Keep their relevant information like name, email and phone number, so that you are in a good position to remarket to these customers.
Receive customer feedback
It’s hard to improve if you don’t know what to change… that’s why customer feedback is so important. Knowing how your average client feels will help you retain your customers and solve any problems in your day-to-day operations.
You are officially ready to win back your clients! As you implement these steps, you will definitely start winning back your clients. Canceled customers who return will statistically become some of your strongest clients.