No one likes losing customers – except those ones who always give you grief and continually expect way more than you are willing to give.
But why do customers leave you? Have you ever checked, or are you willing to let them go through the revolving door as the new ones come in?
If you’ve never thought much about it, now is the time to work it out because you may be losing customers you don’t want to lose. And you might not be able to replace them at the same rate.
Losing one of your “favourite” customers can be a bit of a slap in the face. It should be!
The common response is to blame the customer. But there are better ways to deal with it.
Instead of feeling rejected it should make you think “What can I do better?”
If you can, find out from the customer why they left – not in an accusatory way, but in the spirit of enquiry “What could we have done better to keep you as a customer?” In some cases this conversation may be enough to win them back – but NOT if price was the objection; they say they can get the same thing cheaper somewhere else and they want you to drop your price.
The “Price Wars” game is unwinnable. Let the customer go, or if you want to keep them, find out if you can add something to their experience that will give them more value and keep you both happy without you losing money by discounting. Be flexible enough to listen and find a win/win solution.
According to commonly published statistics 68% of customers leave because of perceived indifference. But ask a business owner and they’ll tell you “We look after our customers; we serve them and give them what they want – what more do they need?”
What more indeed? Have you asked them?
Have got up close and personal enough to find out what would give them a better experience, better service, more care?
In a pharmacy recently I noticed a coffee machine with a sign on it that said free coffee for customers. I’m a tea drinker – no sign of tea anywhere. What would have made it better – perhaps a staff member offering to make it? They had plenty of people on the floor – it could have happened.