The opinions expressed by Entrepreneur members are their own.
Have you ever had a customer come back to your store after getting frustrated? If so, congratulations, you’ve won! However, if not, you, like most other entrepreneurs, are struggling to win back lost customers.
Winning back lost customers is never easy. You can try as much as you can by sending repetitive and persistent emails and calling them on the phone, but they may not answer. And then you just have to wait until they call you. But wait! This is not the only way. There are more ways to bring back your old customers right now. Keep reading to find out how!
On the subject: Why and how to keep old customers
1. Ask why they left
You have lost a client. Now what?
You can’t get them back if you don’t know why they left. You need to ask them why they left so you can figure out what went wrong and how to fix it.
Ask your customers why they left and listen carefully to their answers. Don’t interrupt or argue with them – just let them talk until they’ve finished explaining their point of view. And then, when they’re done talking, ask questions about what else could improve their experience with your business.
If you don’t know why customers leave, how can you solve the problem?
2. Offer a “We miss you” promotion
The “We Miss You” campaign can help you win back lost customers.
A We Miss You promotion is an offer that shoppers will only see if they return to your store after leaving. It could be a discount, a freebie, or something else that will bring them back to your store.
This is one of the most effective ways to win back lost customers because it gives them an incentive to come back and shows them that you care about them.
The best part about this type of promotion is that it does not require a lot of money or time to implement, but it can make a big impact on your bottom line.
For example, if you own a clothing store, you can offer them a discount on their next purchase if they return within the next month. If you have a restaurant, you can give them a free dessert on your next visit.
3. Don’t wait too long – it won’t be easy.
You are mistaken if you think that waiting days or even weeks to connect with lost customers will help them remember who you are and why they should come back.
The longer customers don’t receive your messages and offers, the harder it will be for them to remember why they liked your business in the first place. If you spend too much time, customers may forget about your brand altogether!
On the subject: 4 steps to win back an unhappy customer
4. Create a loyalty program
One of the best ways to win back lost customers is to create a loyalty program. By rewarding customers who have bought from you in the past, you can re-engage with them and remind them of the value of your products or services.
Loyalty programs are also a great way to get referrals from existing customers. When someone who has previously bought from you recommends a new customer, that new customer is likely to be very pleased with the service they receive and may become loyal themselves!
You can create loyalty programs in many ways. For example, discounts for loyal customers, discounts on multiple purchases when buying several items at the same time, or even free shipping offers when ordering a certain amount. Whichever type of program works best for your business will depend on what products or services you offer, but don’t underestimate the power of these programs!
5. Make it personal
There’s no way around it: you have to make it personal. You must show your customers that you care about them and that their business is important to you. If you don’t want to lose them forever, you must show them that they matter.
It shouldn’t be difficult. Just make sure you show up in their inboxes with personalized emails with their names in the subject line. If they’ve recently made a purchase, include a line about how much you value them as a customer and how much you hope they’ll keep coming back for great new products or services. If they haven’t bought anything from you in a while, send them an email asking how things are going and if there’s anything you can do to help them.
The bottom line is that people like to be shown that someone cares about their thoughts and feelings. This makes them feel valued and important, more interested in a relationship with your company, and ultimately less likely to leave!
Related: Use This Powerful Persuasion Technique to Keep Customers Coming Back Again and Again
Take-Away Tip: Provide Excellent Customer Service
Some customers leave due to poor service and it’s not impossible to get them back. But if you want to make sure you’re doing everything you can to win back lost customers, start by providing great customer service.
“Good” is not good enough. You must do your very best in your customer service efforts to win back lost customers. This means showing genuine concern for their experience, addressing any issues they had with the product or experience they had, and ensuring they feel they are being listened to when they talk about what went wrong, even if it’s not your fault. !
If you can’t consistently deliver this level of service, it might be time to evaluate if you’re ready to take on clients.
It is always important to correct mistakes with clients, and if you handle them correctly, you can even make relationships stronger.
If you want an angry customer to come back, you should apologize and try to fix the problem. Remember, you are the owner of the business and they are the customers who love your business, so it is in your best interest to make sure they are happy. After such a situation, the first step should always be to apologize to the client.
Don’t make excuses and don’t expect them to deal with it immediately; just apologize and be serious. You never know; it can turn a bad situation into something good. We hope these tips will help you make your customers happy and improve your bottom line.