If your business is like most others, you lose at least a few customers every year. It’s just part of doing business. Customers move on for a range of reasons and never come back. While some loss of customers is acceptable and even unavoidable, you have to be careful and make sure the customers you’re losing can’t be saved.
To minimize the number of customers you lose, there are many tactics you can put to use.
- Ask customers why they’re leaving—Chances are, more than a few customers have stopped doing business with you for a similar reason. By finding out what it is that’s driving customers to leave you, you can try to resolve these problems, and more importantly, you can prevent them from happening again in the future. The key is to always listen to your customers. Most times, they’ll give you the insight into why they’re leaving. If not, you can try emailing links to online surveys to learn more from them.
- Keep in constant contact with your current customers—Don’t take your current customers for granted. You can’t just assume they’ll remember you and keep doing business with you. You have to continue nurturing your relationship by keeping regular contact with them and offering them the highest level of service.
- Be willing to apologize and resolve customer complaints—Disputes happen. No matter how excellent your customer service is and how flawless your products may be, there will always be customers who are seemingly impossible to please. If you want to save the customer, you can’t make excuses. You need to apologize for any possible mistakes your company has made and do what it takes to resolve the situation.
- If you have permission, continue marketing to lost customers—If a lost customer is still on your email or mailing list, send special messages aimed at getting their business back. You can offer special discounts for coming back. Make sure your messages speak directly to their situation. Netflix is very good about this. When you unsubscribe, they’ll follow up saying “we’ve missed you” and offer a coupon for coming back.
- Reward loyal customers—I’ll say it again, don’t take your current customers for granted. If you do, they will leave you. You need to make it impossible for them to find a reason to leave you. Show them how much you appreciate their business by rewarding loyal customers with extra perks like discounts, free service, etc.
What are some of the steps you take to minimize the number of customers you lose? Share your best strategies by leaving a comment.