People’s situations change or they find another company they prefer. Still, do what you can to encourage defectors to conduct business with you again. Follow these steps:
Understand the situation. Pinpoint where the relationship went sour. Assess your own actions and behaviors to see if you caused the problem.
Decide if you can make a difference. It’s possible that no matter what you do, you won’t win back their business. For example, if customers no longer need your services or another company offered a price you can’t match, you’d be fighting a losing battle.
Talk to customers. For customers worth the fight, call them or schedule face-to-face meetings to discuss what went wrong. Be calm, own up to any mistakes you made and apologize, and ask what you can do to rectify the situation. Don’t make excuses or point fingers, and instead, focus on solutions.
Make an offer people can’t refuse. With your boss’s approval, of course, offer incentives—free add-ons, a reduced rate, a new point of contact and so on—to encourage them to come back.
Do what you can to exceed their expectations. Once you have regained their trust, don’t destroy it again with poor customer service.
—Adapted from “Losing a Client? Here’s How You Can Win Them Back,” YS Community, https://yourstory.com.