Even the most reliable companies loose some customers. The difference between good and bad firms is that the best ones are able to get them back. According to the book Forever Clients, there are three ways to do it:
- Ask them. Nobody else can better explain why they left. Sometimes it comes to things outside of your control that cannot be changed or adjusted. Another time, maybe you will learn exactly how to get them back.
- Go over your customer' account. Has the method of delivery changed? Or other manufacturing process? Maybe people in key decision-making positions changed at the client's firm. Find out what should be changed to solve the problem.
- Connect with other contacts in your customer's company. Try to find out the details from them. You may find that you have lost your customer due to the decision of someone in the company. Anyway, until you know more, you can not retrieve the account.
However, the most important thing is the lesson learned. Do not let one customer's problem appeared in another account.
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