marketing

What do you do when you lose a client?

Ouch.

It hurts. Now what?

1) Ask why? What didn’t we do? It is important to ask the client for candid feedback. The candid feedback is an important opportunity to improve things going forward.

2) Ask “how were we being measured?” Did we both understand the measurement criteria? Was it the right measurement criteria? Where did we overpromise or under-deliver? Was communication properly managed? What about expectations?

3) Ask “What did we learn? What was the root cause of the breakdown?”

4) Ask yourself “was the client a good client? Were they profitable? Did the underlying lack of profitability impact motivation? If so, why wasn’t the relationship renegotiated?”

What do you do when you lose a customer? What do you do to make things right? Or what do you do to prevent it from happening again?

Please share your experiences.

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