The pandemic has changed so much of our world, but some things remain the same – it is easier and cheaper to sell to your existing customers than to find new ones.
Many people are reluctant to ‘go back’ to a lapsed or lost customer. They have a misguided belief that if their old customer still wanted their product or service, they would contact them directly. Those people are often surprised to discover the truth.
Your customers will FORGET about your business.
Your lapsed customers haven’t discounted you; they’ve forgotten about you. We all do it. We forget who we bought from. We can’t remember the name of the business or what the rep was called. Your customer may not have contacted you lately, but they could be ready to buy from you again right now.
Why you should call your lapsed customers
There’s a myriad of reasons why someone hasn’t re-ordered from your business, and those reasons are usually nothing to do with the quality of your service.
Calling, not emailing, your lapsed customers should be at the top of your to-do list because:
following-up lapsed customers is more cost-effective and gives a faster return on investment than nurturing brand new business relationships
emails are cheap, but they can be ignored and overlooked, reinforcing your belief that the customer is not interested
some customers expect their suppliers to earn their business – they want to see you prioritising them and putting in the effort to win them back
How to re-engage your customers with service calls
Service calls are a superb way to re-engage with your customer, find out where they are in their buying cycle, and gently nudge them to either identify an immediate need or a pipeline opportunity for the future.
These calls are a fantastic way to:
reopen channels of communication
show your customer you value them and want their business
gain valuable feedback
re-educate them on any changes within your organisation and learn about theirs
And most importantly:
- make a new sale and spark the opportunity for further sales in future
Don’t have time to call your lapsed customers?
This is where Straightahead can help to earn you more business.
Holding conversations - like an extension of your sales team, we can conduct meaningful conversations with your lapsed clients. We will speak to your contacts or find new decision-makers if your old connections have moved on.
Making new sales - with our engaging conversational approach, we can skillfully manoeuvre your past customers to the point of re-ordering from you or entering a pipeline of opportunity for the future.
Gaining vital feedback - we also transcribe all the calls and feedback your customers’ thoughts and views to you. This vital intelligence about your business, your staff, and your solution will give you the chance to reshape your business in line with what your customers want and need.
The best bit: we only charge £30 per meaningful conversation, which could translate into hundreds of pounds worth of business.
There’s no minimum number of calls, no minimum commitment.
Speak to our friendly team about how we can help you to revive your lapsed and lost customers.