From the course: Winning Back a Lost Customer
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Solving attrition problems
From the course: Winning Back a Lost Customer
Solving attrition problems
- There are two main reasons customers leave your business that you do have control over. First, there are the times you mess up in a customer service-related incident, and second, when the customers' habits change. Let's first look at how to win back the customer after you've made a mistake. Say you didn't deliver all that was promised. That's a common issue, right? Well, you have an obligation to make it right. But beyond that you have to remember that every lost customer represents a lot more than one lost customer. In our social media age, people talk and they talk a lot. If the customer left and it was your fault, do what you need to do to make amends. Try and show the customer you care in a meaningful and specific way. That doesn't always mean a free dessert. Instead think about doing something personal and meaningful. For example, suppose your CEO made a personal phone call or think outside the box and this one takes a little gusto but what about a gift certificate to one of…
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