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How to Recover a Lost Account

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By Mary Cantando0 Comments

After all the work that it takes to close a new customer, losing an existing account makes you want to pull your hair out. Here is a five-step process to help bring that lost customer back into the fold. 

 Five Steps to Regain a Lost Account

  1. Have a conversation with the customer. Determine the specific reason that your customer is leaving.

  2. Do a little sleuthing. If the customer is reluctant to share negative comments with you, research within your own company to see if you can determine why the problem arose. 

  3. If you can fix it, do!  If the problem is something within your control, such as change of project management or adjusting payment terms, figure out how you can make the concession.   

  4. Propose a fix.  After determining the solution present it to your customer. 

  5. Be sure this is an isolated problem. Whether or not you’re able to save this customer, be sure this problem isn’t part of a larger pattern setting you up to lose additional customers. If you find similar situations, act quickly to repair the problem. 
This entry was posted in Insights and tagged Retaining Clients.
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Five Beliefs That Will Take You Far in Life

I’ve often been referred to as a “Pollyanna” because I really believe that no matter what you’ve got going on in your life, you can make it truly great. I’m not saying that it is easy to make it great, but if you make that decision and are willing to work on the changes required, I believe that anyone can have a great life.

Here are five concepts that can move you in that direction.

Five Beliefs That Will Take You Far in Life

Read More

By Mary Cantando17 Comments

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