Get Back Those Lost Customers

Tips on winning back customers who fall out of touch

  • Develop a most-wanted list. You need to identify thesmaller clients you've had and lost so you can targetthem.
  • Find out why they left. If you hear, "Your productor service was not what we expected," press for details. Wasit product shortfalls or shoddy customer service? Another commonreply is, "We found another company we like better." Findout if that decision was based on price, selection or betterservice. Then come up with an appropriate response.
  • Ask for another chance. If necessary, come up with apeace offering.
  • Most important, once you win customers back, switch to ahigh-maintenance mode to make sure you keep them.

Excerpted from Get Smart: 365 Tips To Boost YourEntrepreneurial IQ

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