There are many reasons a customer may decide to leave the relationship they had with your business. You ask your self Was it something I said? Something someone else said? Something I did? Something I didn't do?!
Believe it or not you can turn things around, if you treat this situation as an opportunity to improve your customer retention. Did you know that 68% of customers say they leave a business because they feel ignored? A high percentage of customers will not leave if you act on and resolve their complaint quickly.
Here are just a few ways you can bring them back into the relationship.
Offer The Olive Branch - Ask Them Why
I know it is a bit confronting to speak to a customer when they have shown they are no longer interested in dealing with you. But, be brave. Call them up and ask them if they could help you to improve your customer service by answering a few questions.
This is a time for listening and not for excuses. Jot down their grievances and pay close attention to their issues. Ask them if they would like to be kept in the loop as you fix any areas they were not happy with.
Admit You Made A Mistake
It's human nature to avoid embarrassment by defending your decisions - right or wrong.
Admitting you are at fault takes courage.
When it comes to customer relationships, accepting responsibiity for
perceived injustices is refreshing and impressive! Blaming and arguing the point with a customer will not end well. Apologize and ask how you can remedy the issue.
Establish the issue and make a decision on resolving it quickly. Let the customer know what steps will be taken and when. Don't let them leave without a plan in place and agreement of what happens next.
Make It Right
If the issue was your doing then offer to compensate the customer fully. In fact offer a bonus or additional product or service to show them you are all about making them happy. An incentive of a discount, special offer or exclusive access may entice them to stay.
If it was a communication error then assure them of what is going to change going forward. Let them know they are a valued customer.
If all else fails them recommend resources or contacts that may help them in the future. The fact that you were helpful and went to great lengths to keep them as customers will stay with them.
In dealing with other competitors they will have a high benchmark to compare them to your business.