Returning customers

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It is important to form a base of regular customers who regularly place orders. It is necessary to conduct simple “post-service maintenance” with such customers: either conduct a survey or give a bonus. Otherwise, they will be forgotten.

On the one hand, if 1-2 clients leave, there is nothing apparel company database to worry about. On the other hand, 1-2 turn into 100-200, which is a loss of profit.

In addition, new clients still need to be found! To attract 1 new client, it may be necessary to spend 3-4 thousand rubles, or even more.

That is, it turns out that it is cheaper to keep a client than to look for a new one. And it is more reasonable, because with a regular client the work is already established, with a new one - not.

Moreover, a departed client may start to sow negative reviews, do you need that?

Why do clients leave?
There are only 3 reasons:

The client is unhappy
The client does not need it yet
The client found another company
Let's look at each reason.

The client is dissatisfied. It is important to understand the reasons for dissatisfaction! Perhaps, there is insufficient attention from the manager, for example, questions are ignored, there is no communication. A change in pricing policy or cancellation of bonuses may have an effect. Perhaps, the service or product that the client purchased is no longer available.

The client does not need it yet. It is simply not needed yet. Not all services are ordered on a regular basis, the frequency can be annual, or even once every few years. The same applies to goods, the goods are not broken, so a new one is not needed.

The client found another company. The client was satisfied, but started working with others. The reasons are varied, from the desire to try another contractor to the fact that you were simply forgotten.

The client may leave. However, don't let him go far =)

How to get a client back
First, you need to contact the client. Then, find out the reason for leaving. In 20% of cases, the client simply did not have time to order a service from you. In the remaining 80%, you will have to return the client.

It is impossible to make a client come back. Alas. But it is possible to offer favorable conditions, special conditions, or a promotion. Of course, the client will not come back immediately, the return will take time, however, the client will come back, because you have already worked and productively!

The same goes for products. You can always offer a discount, free shipping, a gift, and so on.

Of the 100% of customers who left, about 35-40% can be returned. It is easier to delegate the initial identification of purchase refusal to the call center. The call center will quickly and efficiently find out the reasons, and your managers will work with the final result.

Call center helps to return customers
Let's consider the advantages of returning clients through a call center.

Time saving. Your managers can call 5,000 clients in 2 weeks? I don't think so.

Saving money. Calling costs money, but the speed and results quickly pay for themselves.

Separation of competencies. We call, your managers close deals.