Tag Archives: winning back customers

Winning back lost or lapsed business

The key to winning back business is in service recovery and rebuilding trust and faith.

It’s rare that you can just pick up the phone and resell to a customer that no longer uses you.  There will be reasons they no longer buy and they may not welcome a sales call from you.

Taking decisive service recovery steps are a must and even if your efforts don’t result in winning a lost customer back, they may help recover your reputation.

If they left you they were probably unhappy with something you did (or didn’t do) and unhappy people tell others. At one time I think the stats were that happy customers told 3 in 10 people and unhappy told 7 in 10. With social media you can add several zeros to that figure!

Try my 5 step service and reputation recovery method!  Continue reading