Three steps to getting a good client back!
For a business to be successful clients or customers are required.
Companies spend a lot of time and energy finding clients (or being find-able), wooing and winning them, then working to keep them. Some turnover in your client base is inevitable. But, what do you do when a good client or, heaven forbid, your best client leaves you?
First, find out why! Make an appointment, go meet with them, tell them how much you value them as a client, ask them what went wrong, tell them what you are going to do to address their issues, ask them for a second chance, and don’t forget to apologize.
This can only be accomplished at the executive level – yours and theirs. If you’re not talking to someone who has the power to say “Yes, we’ll give you another shot,” then you’re not talking to the right person. By the way, if this is a good or great client you should already have that relationship. If you don’t, you need to rethink your business strategy.
Second, get out in front of any issues you uncover – fix your internal processes to reduce the overpromising and under-delivering of your teams and products, and find ways to make it easier for your clients to buy from you.
If this is already your third or fourth attempt to get things right or you discover that your product or service won’t live up to their expectations or that addressing their issues doesn’t make business sense for whatever reason – STOP. Don’t go any further. Thank them for their past business and agree to part ways. Bad business is worse than no business at all.
Third, keep them in the loop. Let them know about the changes you are making in your organization to address their issues. Be as transparent as possible to rebuild their faith and trust in your company. Continue to stay in contact with them on a regular basis – they’re important right?
If client turnover is impacting your business, call me. I can help your business achieve SMART Revenue.
A Aligned with your strengths
R Repeatable month after month
T on-Target, i.e. Profitable!