You know – you really can’t help it. Even if you are the best business owner on the planet, you are going to lose a customer here and there (and that’s ok!). You can’t always make everyone happy, but you absolutely can try your best. Rather than assuming a lost customer is gone forever, thinking strategically about how to win back a lost customer could really add up in the long run. Here are my tips for how to win back a lost customer, rather than starting from scratch!
How to Win Back A Lost Customer
- Examine the situation. Customers are rarely lost without a reason, so check it out! Figure out who your lost customers are and exactly why they left. Personally reach out to those lost customers and get to the root of the problem.
- Take responsibility. One you have determined the problem, customers really do appreciate a sincere apology. If you take responsibility for the mistake, the customer will feel like they have been heard and their issues realized.
- Offer something special. If you can swing it, offer your lost customers something enticing to get them back – like a special coupon or deal. You may not be able to do this for everyone, so be thoughtful about who will find this most impactful.
- Follow up. Staying in touch and reaching out to lost customers might take more than one try. Try to occasionally reach out via email and maintain a relationship.
Have you ever lost a customer? Were you able to win them back?
