Statistics says that selling to and old client costs less, than selling to a new client. Though keeping old customers should be one of the main priorities of any business, customers happen to leave.
There are many reasons why customers leave, and sometimes the reasons are not even related to a company’s products or services. But there are a few things that you can do in any case to improve their customer experience.
1. Ask if there is anything that you can do to resolve the situation. Sometimes customers are very emotional about their bad experience, and it may seem that they hate your company and they will never want to come back. But when they calm down, it may turn out that there is a simple solution of the problem, and the customer only wants you to apologize and take measures ASAP. Before your customers leave, make sure if you can do anything or not to change their mind.
2. Do not make it hard. If there is nothing that you can do right now, let them go, and leave the door open. The situation may change and customers may want to come back. You should make it easy for them. Show that they are always welcome.
3. Listen to your customers. Unhappy customers are likely to leave your business, so it is important to know what their concerns are. You may have your own vision of your business, but if your customers are unhappy, you have to be flexible. The best way to keep customers is to constantly improve your products and service, according to customers’ expectations. Even if you have lost a customer, they may come back in the future, when you get the right offer for them.
4. Some customers must leave. Sometimes you do not need to take efforts to keep a customer. Some customers do not belong to your target audience, and they may drain your time and resources, with no profit for you. Do not be afraid to lose them. Still you should be friendly and helpful, and they should not feel unwanted. Recommend some other company, that may suit them better, and they will be grateful. There is a chance that they may become your target audience in the future, or they will recommend you to other clients. Positive impression and friendly relations with your ex-customers are equally important as your relations with current customers.
Customers leave businesses every day, and you need to make sure, that you do not push your customers to leave, intentionally or not.