It is time to lose customers. Not because these bills go or move away, but simply because the competitor does not sleep or because the customers are no longer quite satisfied. How to more easily recognize and control migration signals.
For many sellers, it is normal to invest hugely in new customer acquisition. However, as soon as they have the customer first, many sooner or later fall into the routine or grope in the case of the customer: you think the customer will report on his own if he is dissatisfied. However, if customers only need a number, they are quickly open to the attempts of another provider to make a purchase. Whether this new customer actually better looked after and thus binds, is now adjusted. But once the customer is gone, the screaming is usually great.
The best customers of a provider are the customers of their competitors. Therefore it is to be assumed that these are intensively addressed by competitors. Good customer needs a lot of attention. If a major customer breaks down from one day to the next, this can lead a whole company into the wrong position.
Not pure sales
Products themselves are quickly interchangeable. And somewhere always comes an imaginative competitor who cannot do it better – but at least cheaper. Customer sellers ensure customer loyalty by helping their customers become even more successful. Therefore, you must not only think about how they sell the customer but also have ideas on how to help the customer sell and sell the products they sell.
Detect churning signals
It is rare for a customer to go unexpectedly to the competitor from today to tomorrow. Frequently, there are clear signals which have not been taken seriously by the seller: the ordering rhythm suddenly becomes longer, the invoices are paid less, and the personal contact has no time as usual. All the evidence that the customer is increasingly emotionally removed. The Tre doofer question “Are they still satisfied with us?” Is rarely answered honestly. Because to avoid possible unpleasant discussions, the dissatisfied customer will usually say yes. That is why the seller has to go on the offensive and, on his own initiative, revive the business relationship with ideas and impulses and also to address critical issues.
To respect the emigration
“Why did not you say something more?”, “I’m disappointed – why do you do this?” Or similar verbal assaults from sellers are not a rarity when the customer receives the bad news “From today there are no orders for you”. But if the seller puts such an “outlet”, why would a customer gladly come back to him, should not his successor meet the expectations? It is better to express its regret, but to discuss a common approach on how to deal with each other in the future, in order to be able to visit the customer occasionally – and keep the contact upright.
Humility instead of defiance
Many sellers avoid contact with lost customers. “If I do not want to, I will not go there anymore.” Maybe this is a protective reaction, not even with the quite painful question “Why did not I actually avoid this migration?” To deal with. But many customers say: The salesman wants my money, then this is synonymous to me strive. If the following supplier does not meet the expectations, the laughing third comes into play. Why? Because many a customer thinks that the collaboration with the predecessor is also not desirable due to the emotional disruption.
Reflection do not forget
What are the reasons why customers migrate? How can trends of brainstorming be identified and addressed in a timely manner? What would be the means to bind customers? What is the best way to deal with former customers? What are possible approaches to leave the door to the former customer at least one gap open? What can offers former customers be “seduced” to buy again? Anyone who is seriously concerned with these issues will have easier access to customer loyalty and recovery. If sales managers do not develop clear strategies and behaviors with the sales team, there is a risk that salespeople – without an evil intent – will not be able to counteract customer losses, or if they do not make enough effort to recover themselves from false vanity.