No one likes to lose an account…but it happens.
The key is to figure out why you lost your customer and to try to win them back if it makes sense. Here are the steps strategic account planning experts recommend:
- Set up a meeting on the phone or face-to-face. You need to learn what went wrong. No sour grapes. This is the time to understand why the relationship went off-track.
- Then meet with your team to try to address any problems. Was it a delivery issue, a new product on the market, competitive pricing or a break in trust? Take responsibility for the situation and ask for help in bringing the customer back on board.
- Meet again with the customer to present your plan. You should come with a renewed commitment to your customer’s needs and to the relationship.
- If you do not win back the business, you now know not to ever make the same mistake. If you are able to win back the business, work extra hard to exceed expectations. You have some ground to cover to regain credibility and trust.
No comments:
Post a Comment