There are three things you need to know for how to regain a lost sale or client. Anytime you have lost a sale or a client you will need to immediately take the blame and own up to whatever it is that went wrong with the service, business process, expectations, or even the product. Any time your business causes an unhappy customer, you must do everything you can to let the client know that you understand their dissatisfaction and you are indeed sorry that they have come to feel this way.
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Velocity Selling TV Episode 39: How to Regain a Lost Sale or Client
Bob: Welcome back to Velocity Selling TV. My name is Bob Urichuck, founder of Velocity Selling and with us today is Matthew Whyatt, down in the Gold Coast of Australia. How are we this week Matthew?
Matthew: Bob, fantastic. How about yourself?
Bob: Fantastic is a great word and you know what great means of course. Now Matthew, we talked about the ABC’s of targeting, we talked a little bit about retain strategies and maintaining clients. What happens if we lose any client? How do we regain them?
Matthew: Well Bob this came up for one of my clients actually just this week. Their service desk might have dropped the ball and so the customer was a bit grumpy about the whole thing. So what I did was I actually discussed this with the sales people because they were an A class customer. And so what I said is, you know what, you’ve got to own it and you’ve just got to go ahead and speak to the customer and own it. Say ‘Look, I’m sorry we did this. Is there anything we can do to get your business back?’ and that’s a powerful question you can ask because at one stage a customer would have been an A class customer for you and by asking that question, you give them the opportunity to come back to you. Now, if the person says no, well then, as I said, take the blame. Say ‘I’m sorry about that. All the beset for the future.’ If they give you an idea on what you could do and you can deliver on it, you better deliver on it. The idea here is to just ask questions. You know, if you don’t ask, you don’t get. We know that as salespeople, we know that as business owners. My kids who are 6 and 8, certainly know how to ask and they’ve got plenty of courage to ask, and keep asking. I wish some salespeople that have worked for me would ask as often as my children do for whatever they want.
Bob: Matthew, let’s see the three things you’ve got here. One, you say you lose an A class client, there;s three things you’ve got to do. One: take the blame.
Matthew: Take the blame.
Bob: Own it. Two: find out where you went wrong, just in case it’s not the same as what you might think. You ask the client where did we go wrong. And the third one, what’s it going to take to get your business back. That’s excellent advice. A lot of stuff to implement over the next week. So, what are we going to do next week now?
Matthew: Well Bob, we’re actually going to be talking about growing the business. So this is a game strategy. What are the things we can do to get out there and actually make the sales person a value to the potential client market. So that’s going to be about a personal marketing plan.
Bob: Ok, so we got two more to go, game strategies and persona marketing plan. Excellent.
Bob: I’ll see you next week.
Matthew: Thanks Bob, bye for now. Oh, One thing before we go Bob, if people have been getting some value here, why not go ahead and click on the link below this video that I’ll stick below, that actually signs people up to give you the opportunity to have a trial of our training. If you’re getting value out of our videos, go ahead and try our online training because we can cover all of this in really great depth. There’s lots of workbooks and the opportunity to test yourself against your knowledge. So if you’re a pro, let’s see how good you are, if you’re new to sales or a business owner, it’ll be a huge amount of quality information to grow your business .
Bob: Thanks Matthew.
Matthew: So there will be a link below here to try us out for free for seven days.
Bob: Excellent, thank you Matthew.
Matthew: Thanks Bob, bye for now.