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The principal thing that holds up businesses or organisations are customers and it’s imperative for every business owner to understand that their customers should not be a one-time customers, customers should be retained as much as possible.


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Efforts should be put in to see that customers do not just leave because former customers are likely to patronise or purchase your product subsequently. In addition to that, they’re most likely to leave you positive reviews and refer more customers

Acquiring new customers is great, but, it costs a whole lot, not only in terms of money but in terms of effort, time and resources too.

Basically, having good customer retention skills is key in every business, it is a major way to make more sales.

Nevertheless, there are certain times when a business or organisation loses a customer, this could be due to various sort of reasons, some of which include;

  • Low quality of products or services
  • Bad customer service
  • Staff incompetence

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Sometimes, the loss of customers isn’t even your fault in any way, it could be personal reasons from their end too, for example, health-related issues, relocation, etc.

However, there are simple ways to win over lost customers.

1. Find out what the problem is

Firstly, carry out simple research on what led to the loss of that customer, it could be one of the problems highlighted above, it could be a competitor posing better offers, it could be anything. This would help you to decide on what to do next concerning winning the lost customer back.

In this case, you can also engage the customer in a discussion and let them spill out what the issue is

2. Make them see reasons to return

Let them see how much importance your business poses to them. In this case, it shouldn’t be all about you and how you earn from their patronage, it should be all about them and how much value you will provide them if they change their mind.


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3. Don’t give up easily, have a strong persuasive power

It’s not unusual that the client might be unyielding, you have to possess a strong convincing power and you should not be too quick to give up on people, in some cases, you might have to give up eventually but that should be in the minority, it should not be in most cases

4. Provide them with value often

When they’re finally on their way back, provide them with value. It might be free products that are valuable to them, it could also be value loaded content probably in form of newsletters or emails that will educate them, inform them or inspire them.

5. Build a better relationship with them

Have a better relationship with your client, respect and have a rapport with than to a reasonable extent, you should also level up your customer care services.

When you win back a lost customer, build a good relationship with them. This isn’t particularly to lost customers alone. Build a good relationship with all of your customers generally.

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This article was first published on 18th April 2022

chidiogo-akaelu

Chidiogo Shalom Akaelu holds a degree in English and Literary Studies, from the University of Nigeria. She is a freelance writer, editor and founder of Loana Press, a budding online publishing outlet.


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