For any company, both start-up and already successful, is very The number of customers is important. Profit directly depends on this factor. firms and its profitability. Each new customer is a step to the future. to success. It is very important to constantly increase the customer base. But much it’s more important not to gain the trust of new ones, but to constantly satisfy needs are already available. Here everything is the same as in the redone the famous proverb “Better an old customer than two new ones.”
Surely, many entrepreneurs have noticed that the client who used to I used the services constantly, I began to refuse them. Or, became Do not pick up the phone at all, do not come to meetings. All this is a sign. that you have lost the client. Indeed, in our world there is competition everywhere. If you made the slightest mistake, misunderstood the client or provided low-quality service, it will be immediately intercepted by your competitor. But is it possible return the customer? And is it worth it?
Do I need to return all customers?
Of course, there is a small percentage of customers whose care is not only not upset you, but even allow you to finally breathe quietly. Remember those people who come to restaurants, dine there, and at the end they throw in a plate hair or insect? It is better not to return such customers. To many they are familiar to companies. Sometimes such unpleasant people and entire firms visible from afar.
All other customers who received your services, but at some point abandoned them are worth it to analyze the situation and try to get them back. After all, every client is not only profit from the sales that you make for him. It is also a source. information for colleagues, works, colleagues. Satisfied customer always will advise your services to other people. But if he left you for competitor, then he will advise a completely different company.
Find out reason for leaving
To to return the client, you must first understand why he left you. Often The reasons are the quality of services or their cost. Other common reasons: better services from competitors, new directions, a different approach to work or additional bonuses. To find out the reason for leaving, first talk with the staff, who served the departed customer. Often the reason is clarified on this stage.
If after talking with the staff, the reason for leaving was not completely clear, meet the client: invite an office to you, ask for a meeting in his office or in an informal setting. Chat with him openly and without constraint. If appropriate, apologize for the poor service. Be sure to ask a question:
- Why did you decide to contact another company?
- What can I do to make you change your mind?
sometimes the reason lies directly in you. There are times when two companies ideally fit together as a service provider on the one hand and client - on the other. But the management approach is wrong. If customer important enough for you, ask him directly:
- Is the reason in me?
Sometimes company executives appoint other people to their position in order to return a client strategically important for business.
Sometimes it is enough to offer more loyal terms of cooperation to return the customer. It's not only about discounts, but also about other pleasant ones. bonuses that are important to your customer. For example, if you practice delivery of lunches to offices, it may be necessary only to change route, so that your lost customer receives delivery faster. Or if you are engaged in passenger traffic, the reason may be hidden in courtesy of hired drivers.
Is it always possible and necessary to return a customer?
on in fact, there are many reasons why customers go into competing firms. Sometimes they are completely independent of you. For example, if your competitor just opened a similar company much closer to your ex’s house customer. You can try to return it more profitable. offers. But for rich people, money is not fundamental factor. For them, convenience and time saving are more important.
But if the reason for leaving is different, if the situation can be corrected, do your best to do it. But remember everything is needed weigh and think well 3 steps forward. After all, doing better one customer and returning it, you can make other customers worse or employees of your company. Ask yourself 3 questions:
- Can I influence the client’s decision and correct the situation?
- What is the chance that the client will nevertheless return after the work done?
- What is the return price of this client for the business as a whole?
Answering to these 3 questions, make the final decision: is the game worth the candle. But remember a very important thing: if the reason is the quality of services - increase him, no matter what. After all, it is the quality of services that is the main factor in choosing the company of most people.
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