It's okay if one or two customers leave, it happens. But what should you do if customers start leaving en masse? Maybe you shouldn't bring them back? Let's discuss these and other issues related to customers leaving.
Yours is too expensive
It is not uncommon for a customer to change your online the benefit of our ios database store for another one at a lower price. Trying to get customers back by reducing the price is more expensive for you. In order not to work in the minus, but to try to change the situation, find out the terms of purchase from a competitor. Maybe the issue is not about the price at all.
There are many tricks used by online store owners. One of them: the product card states a price lower than the market average. However, a barely noticeable asterisk on the right indicates that "the price is indicated taking into account all discounts." As a result, the attractive price of a competitor becomes a common bait for inattentive buyers.
Want to hook a client again? Use discounts and special conditions for regular customers. And if you value all your clients, try the format: "found and cheaper - we'll lower the price." This trick works both to return lost clients and to attract new ones.
Another option for returning customers who left because of high prices is additional advantageous services. For example, free delivery, a package offer, a second product with an impressive discount (30-50%).
You have bad service
It doesn't matter if it's a one-off or, even worse, a recurring case - the error needs to be fixed. We still believe in you and will proceed from the fact that everything is fine with your service.
Why does the problem arise? Your manager was incompetent and did not explain the product properly. Perhaps he was nervous or confused about the details, but still brought the buyer to the purchase. However, the latter swore off contacting you in the future and even left a negative review.
How to fix the situation?
You have only one right way out - admit your mistake and apologize. It is better to do this by phone, to directly contact the user and get immediate feedback. Explain that you have already punished the manager for unfair work, and also explain why such an absurd situation occurred. And of course, promise a discount for a repeat order.
The manager must call to show the value of the client for your company. Never trust this task to a manager who has made a mistake!
If you couldn't get through, try again. But don't be too pushy, or you'll lose the client completely.
The client forgot about you
This is a big problem , because you have lost a loyal customer with your own hands. Perhaps the reason is that your managers still use Excel , and not CRM systems ? In this case, urgently change the situation to simplify the work of your managers and their efficiency of communication with clients.
Another possible reason is that the client has simply lost your phone, and receipts or bookmarks in the browser have not been saved. What will he do? That's right - he will google the product of interest and choose the first competitor he likes in the TOP of the search results. If you are not there, you will lose the client with a 100% probability.
How to fix the situation?
You just need to remind the client about yourself: call him on the phone or send him an email. Or do both at the same time to double your chances.
And of course, to make it easier, install a CRM system. This convenient thing for maintaining client databases will significantly simplify and speed up the work of your specialists.
The buyer has lost interest
This problem affects you to a lesser extent if you work in the field of delivery of goods of daily demand (fast food, personal hygiene products, cosmetics, etc.). Even if you lose customers, they are easy to track, because many place orders almost every day.
But it's a completely different matter if you're selling electronics that aren't in high demand. You can't know if the customer needs a second phone or if they're looking at a competitor's product.
How to solve the problem?
Use email newsletters. This way, you won’t give the buyer a chance to forget about you. The letter will definitely play its role so that the person remembers you in time.
Offer additional products and services . Although laptops and monobooks are bought once every 4-5 years, accessories for them can be sold much more often. You can offer your customers laptop bags, smartphone cases, screen protectors and other attributes. This way, you can kill two birds with one stone: get direct profit and remind the buyer about yourself.
For example, like this:
The client is no longer interested in your product
If the client left for objective reasons: moved or changed his lifestyle, you will not be able to change anything. No matter how much you try to return such customers, the result will be zero. How can you make a person love snowboarding again, offering him a mountain suit again and again?
If your clients leave, understand: there is nothing critical about this. You will not be able to bring everyone back. But this does not mean that the person has lost value for you. And there are at least 3 reasons for this:
He can recommend your products/services to his close circle. If you call and write unobtrusively, then when one of his friends asks where he bought his phone, the departed client will tell about you.
The client can return to their usual way of life: fall in love with hockey or snowboarding again, or maybe take up video editing.
Even if a client has given up one hobby, they may start buying your other products. Stopped skiing? And in the spring they may switch to roller skates.
In most cases, when working with such buyers, you need to wait a little. But do not do it passively, waiting for the weather by the sea, but remind them about yourself with the help of mailings and periodic calls.
Which customers should not be returned?
Here are the main cases when it is better to forget about buyers:
The cost of return is higher than the potential profit. Before using free and paid options to attract former customers, estimate how much you will have to spend.
Clients are toxic. We are talking about those who constantly complain and write negative comments about you. And there is no output from them.
Your customers are greedy. Such customers want to get all kinds of bonuses, discounts, free delivery, etc. with minimal investment. As a rule, they complain about everything, even after receiving a quality product.
There are too many problems with the client. Protect yourself from everyone who did not pay on time or returned the goods 10 times, wrote complaints or even sued you.
Which customers are best to bring back?
First of all, those who bought a lot and with enviable regularity deserve attention. If such a client suddenly disappears, be sure to remind him of yourself and try to get him back.
Another category is clients working for the image of the online store. Visitors who buy (even inexpensive goods) and promote you at every corner are needed by every company. After all, good reviews about goods and your service will bring you profit from new clients.
If the cost of returning a client is profitable for you, do it. And do not forget to predict the possible profit from cooperation with this client - CLV.