Keeping existing customers is much cheaper than acquiring new ones. Every salesperson should therefore try to prevent clients from leaving. This, however, is not always possible, no matter how hard you try: some circumstances are simply beyond your control. However, there is nothing to say a customer who has left you won't return in the future. Entrepreneur.com published some tips on what to do for this.
Ask about the reasons
The customer has a reason for leaving you and you should know what it is. If your products are no longer the best for them, you should want to know the reasons and listen carefully. What customers tell you is more important than what you yourself think. Maybe you do not respond adequately to changes in the market; you are unable to build relationships or have unrealistic prices. You will probably not win this particular client back but you can prevent the departure of others.
Organise an "exit interview"
Try to ask departing clients for a meeting to clarify the factors that led to their negative attitude. Emphasise that your goal is not to convince them to change their mind but to learn how you can improve your approach and your services. It will also be a good opportunity to find more about their needs.
Create a plan to recover lost customers
Start by clearly defining when to contact lost clients again. Waiting for a year or two is too long: you should searching for ways not to disappear from sight completely and how occasionally to get recalled. Customers should, however, feel you are approaching them randomly, not according to a clearly defined strategy.
Offer something a little different
If you are unable to restore the original contract with lost customers in full, do not give up. Try to win them over for a smaller project or an entirely new product.
Replace yourself
Sometimes the cause of a failed contract may be the relationship between customer and salesperson, who do not like each other too much. Do not be afraid to ask whether you are the problem and offer the services of another colleague. This may help start a more candid communication and establish the ground for future collaboration.
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