Reactivating lost customers
Save time, money and energy easily by choosing to put your focus towards reactivating old clients instead of rushing full-speed ahead into a brand new marketing campaign. While it is important to be consistently attracting new business, your 'old dogs' don't need to be taught new tricks. By simply reminding them of why they chose you in the first place, you may be on your way to picking up an easy sale.
To pull old clients back into your business, take a look at your attrition levels. What percentage of clients have you been losing per year? You want to examine and separate the lost clients into categories, best describing their reasons for leaving. Mainly, they will fall into one of three categories:
Work with solid and concrete examples of how your service has changed. Do not be afraid to address the problems they cited for their departure and be direct about how you have integrated solutions. Reaching out to clients who have simply fallen off the radar may be more time consuming, but it can also be quite simple. When you contact these lost clients, start with a concerned and empathetic approach. Always ask how they are and what might have stopped them from coming back.
Call. Visit. Send a letter. Return to the basics and embrace the power of basic human communication. By simply showing concern for a lost customer, you may save yourself from suffering high attrition levels, obviously detrimental to your small business.
Set up preferred customer programs and 'unique' special offers to entice inactive clients back into the fold. This small loyalty recognition can go a long way. Small businesses bear a heavier burden then the big boys. Your client list is your security and money and time should always be put aside to ensure your client list is not weighed down with inactive clients.
To pull old clients back into your business, take a look at your attrition levels. What percentage of clients have you been losing per year? You want to examine and separate the lost clients into categories, best describing their reasons for leaving. Mainly, they will fall into one of three categories:
- An interruption (personal, health, cash flow, etc.) caused them to cease being a patron of your services. With every intention to come back, they simply have not.
- They were unsatisfied with the product or services you were offering.
- They had a poor customer experience the first time around.
Work with solid and concrete examples of how your service has changed. Do not be afraid to address the problems they cited for their departure and be direct about how you have integrated solutions. Reaching out to clients who have simply fallen off the radar may be more time consuming, but it can also be quite simple. When you contact these lost clients, start with a concerned and empathetic approach. Always ask how they are and what might have stopped them from coming back.
Call. Visit. Send a letter. Return to the basics and embrace the power of basic human communication. By simply showing concern for a lost customer, you may save yourself from suffering high attrition levels, obviously detrimental to your small business.
Set up preferred customer programs and 'unique' special offers to entice inactive clients back into the fold. This small loyalty recognition can go a long way. Small businesses bear a heavier burden then the big boys. Your client list is your security and money and time should always be put aside to ensure your client list is not weighed down with inactive clients.