Winning back.
WHY IT IS WORTH DOING
They know you, and the reason they left may no longer apply.
WHAT TO ESTABLISH FIRST
Why they actually left.
HOW
Ask, honestly, without defending.
WHAT TO ACCEPT
The answer, even if you disagree.
WHAT REASONS TYPICALLY APPEAR
Price A service failure A change in their needs Someone internally preferred an alternative
WHAT TO DO ABOUT SERVICE FAILURES
Acknowledge them plainly, and describe what changed.
WHY
Returning requires believing it will be different.
WHAT EVIDENCE TO OFFER
What specifically changed, and when.
WHAT TO AVOID
Excuses Blaming them Pretending it did not happen
WHEN TO APPROACH
After enough time that circumstances may have changed.
WHAT TO OFFER
A reason to reconsider, not a discount alone.
WHY NOT A DISCOUNT ALONE
It confirms that price was the only difference.
WHAT TO PROPOSE
A small, low-risk return.
WHAT TO DO IF THEY DECLINE
Accept it, and leave the door open.
WHAT TO RECORD
Why each customer left.
WHAT PATTERNS IN THAT RECORD REVEAL
What to fix, which matters more than any individual recovery.
