BRX Pro Tip: 7 Ways to Win Back Former Clients
Stone Payton: Welcome back to Business RadioX Pro Tips. Lee Kantor and Stone Payton here with you. Lee, what are some good strategies for winning back former clients?
Lee Kantor: I think it’s so important to keep an email list of all your clients, all the people who have connected with you, and send personalized emails back to those former clients to let them know different things over the course of the months and years after you’ve done business with them. So don’t be afraid to craft targeted email campaigns to re-engage those inactive users. This is stuff that really isn’t expensive. This is stuff that you can create processes and systems around.
Lee Kantor: But some ideas to send in those email campaigns are just a casual hello, hey, you know, it’s been a while, and just remind them about your business and some of the services you offer, and maybe some of the things they purchased before. Let them know they’re still available.
Lee Kantor: Number two, just an update on some of the new things that you have, something that they might have missed. And maybe the reason they left you is you didn’t have this service and now you have this service. So let them know of any new features or services you’re offering.
Lee Kantor: Number three is really kind of leverage your CRM system and use filters and tools. In this way, you can flag some of these maybe at risk or inactive customers. So don’t be afraid to kind of lean on your CRM system to help you in this area.
Lee Kantor: Number four, ask for feedback. You know, reach out to a customer or former customer and try to understand why they became disengaged or why they left, and see if there’s any places you can improve. You know, I think they’ll appreciate you asking their thoughts in this area.
Lee Kantor: Number five, maybe implement some sort of a loyalty program. Let them know, “Hey, you know what? We haven’t done business, but if you refer us or maybe there’s ways to re-engage with you.” Let them know that those opportunities exist. And remember, it’s important to set up these processes on some sort of automated way to kind of create this re-engagement. If you have a series of messages that are triggered by certain periods of inactivity, leverage that. Like if you know the person hasn’t responded in X number of weeks, then they get this kind of message. You can do all this ahead of time, but just leverage your CRM system to make it easy for you to have these kind of communications.
Lee Kantor: And then last but not definitely not least, make a personal phone call for – these clients work with you for a period of time, and if they are a high value customer, a quick call can be very effective in re-establishing that relationship. The key is to use all your tools and data that you have already spent the time collecting to create these kind of personalized, timely outreach that reminds the customers of your value and encourages them to re-engage.
