Some customers are not ideal. The first question you should ask yourself is if you really want that lost customer back.. If *YES* ,then follow the rules below:
1. Find out the reason why the customer left :
The first thing to do is take out time to question the lost customer the reason for leaving. The likely answers could be that the price is high, that the services are poor, that the attitude of the staff, etc If the reason(s) is know, the solution is at hand. Even if they (customers) won’t come back, you will be able to retain the customer who is about to leave too.
2. Adjust your price: As stated above, a customer may leave as a result of high price. Try as much as possible to find out your prices with that of competitors and see if you charge high prices. Try to adjust your price reasonably and see if you could add some promotional activities…That way, you can gain even more customers.
3. Take responsibility :
If you made a mistake to lose them ask them what they would need to have to make them stay. That means that you fix what went wrong with no requirement for them to remain as a customer. They may still choose to leave, but if they have a great last experience with you, they may refer you to friends and family who may be a better fit as a customer.
4. Organise a retraining session for your staff. Check their attitudes toward customers. You don’t have to sack them, you can just “save face” by changing that hot tempered receptionist to another department where she won’t be harsh to customers.
5. Maintain your standard:
Your services or goods should remain or be increased in terms of standard. Little mistakes may cause a customer to leave. Engage your customers on the likely changes you may make. Don’t catch them unawares. Let them feel important.
6. Always check your status with customers:
You can distribute questionnaires or attach them to your products. Ask customers if they are satisfied with your products/ services and how you can improve on them.
By doing so, you don’t lose customers but also maintain them.