by Rojas
Quite often you lose a client because something failed in the service you provided. We tend to place the blame on pricing, but that’s often not the primary cause of a breakdown in the relationship.
Before you try to win back a lost client, STOP for a moment to really analyze why you might have lost him. What does your client think was the problem? What do you think the problem was? If you work together again, is the problem going to resurface?
Here are some steps that can help you win back a lost client:
Don’t go rushing after the client. Let them think about the problem. (If there was one).
This will also give you time to think over your strategy. Client problems are sometimes like girlfriend/boyfriend problems. Time will often heal the wound without you having to do anything else.
In the world of business we run into people who need this or need that. Keep your clients in mind AND keep your lost clients in mind for anything that could benefit them. By knowing the needs of our clients, it’s sometimes easy to make suggestions that could help them either with a referral for business, or your assistance with any problem, which could help them.
Keep them on your mailing list. Stay on their mailing list. If you send out a newsletter, keep sending to them. If you use email to stay in contact with your clients, keep the lost clients posted. It also wouldn’t hurt to mention any good news concerning the client in the newsletter or email.
If they call, sound happy to talk to them. If you meet them face to face, shake their hand and give them a big smile. This will remind them why they worked with you in the first place.
Everyone likes to be thanked. We enjoy believing that we make a difference and that we are appreciated. Show that appreciation to your lost client.
If your clients feel wanted in the first place it is almost impossible to have someone else steal them away from you. Once lost you just need to gently keep after them by reminding them of your services, your appreciation of them, and your knowledge of their needs. Once you have them back, keep them and treasure them.
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