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Lost and Found: Why Clients Who Leave Can Be Your Goldmine

It’s a common plight of business owners around the world. People leave your business when you KNOW you can help them. But for some reason they leave anyway for one of these core reasons...
Written Jun 19, 2012, read 1169 times since then.
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I was talking with a colleague the other day about their business. Like me, their ideal client already has an established business and knows they want to grow through scalable strategies and automation. As we were bouncing around some ideas of where those clients are I asked him, “Do you think you’ve lost some ideal clients along the way who could benefit from your system but left anyway?”

The answer was “Of course…but I don’t know how to reach them.”

It’s a common plight of business owners around the world. People leave your business when you KNOW you can help them. But for some reason they leave anyway for one of these core reasons:

1. They never really learn how to use or benefit from your offer so they never get engaged.

2. They don’t think they can afford you so they stop all together or find a cheaper solution.

3. You unwittingly screw something up and don’t know how to make it right so they leave mad.

Now, you are probably thinking there is no way to salvage any of these issues but here is where you are wrong. You can pretty much turn any of these situations around if you know how. Lost clients can be a gold mine — they already loved you once.

This is where the knowing HOW becomes a VERY PROFITABLE and HIGHLY NECESSARY SKILL! Very few business owners intuitively know how to deal with these situations. But here is what you have to remember.

A customer becomes a customer because there is something you have that solves a problem they have. At some point they needed and wanted it. When they are leaving they don’t remember why.

The 9 Stealth Strategies to Increase Your Repeat and Referral Business is targeted towards solving this problem for good—and helping you keep those clients so they don’t leave in the first place.

What a stress-relief it would be if your most profitable clients or customers stayed 5 times longer, spent 10 times more and were constantly referring business to you!

Consider this…what if you had a system in place where they have a roadmap for using your solution, know they are benefiting on an on-going basis and can’t wait to keep investing and finally, you have a way of dealing with problems BEFORE they fester and cause people to leave.

If you don’t have these systems in place I’d suggest you place these strategies at the top of your to-d list. Listen, there is nothing more frustrating than spending a ton of money to generate and convert qualified leads only to have them leave.

Here is my recommended resource: The MARS Training Program. It’s chock full of strategies, resources and tools to implement proven strategies to retain more clients and get more referral business – even in a recession.

While you are here, what are some of your strategies for more referral or resource business? Do you have an affiliate program? Share them in the comments below….

The Big Idea Catalyst /America's Leading Authority on Optimum Performance Chatsworth, California Melanie Benson Strick

Melanie Benson Strick, America’s Leading Authority on Optimum Performance, helps fast-paced entrepreneurs re-energize their results. Get the free resource at http://www.successconnections.com.

Melanie Benson Strick

Learn more about the author, Melanie Benson Strick.

Comment on this article

  • Biznik Director of Community Seattle, Washington Matt Lawrence
    Posted by Matt Lawrence, Seattle, Washington | Jun 22, 2012

    There is a great example of this on Biznik right now!

    Christopher Savage, the CEO of Wistia actually closed his account on Biznik two years ago.

    I look at every singe account closure.

    There is no way I could reach out to everyone of them, nor would I.

    But when the member leaves, and I think I there is chance on getting them back if I reach out, I do.

    By doing so, he was hugely impressed and grateful.

    Since then, I have had an opportunity to share his business with dozens of my customers and friends, and recently, Biznik and Wistia formed a nice little partnership.

    One of these days he and I will get a beer together and have a great laugh at how we were able to create this great relationship from his (attempted) departure.

    Biznik Director of Community
  • The Big Idea Catalyst /America's Leading Authority on Optimum Performance Chatsworth, California Melanie Benson Strick
    Posted by Melanie Benson Strick, Chatsworth, California | Jun 22, 2012

    Awesome example Matt.

    There are few small biz owners who really make the time for this but it sure does make a BIG difference in customer loyalty.

    Thanks for chiming in!

    Melanie Benson Strick
  • Business Mentor and Author Seattle, Washington Gerald Grinter
    Posted by Gerald Grinter, Seattle, Washington | Jun 22, 2012

    Melanie,

    Great conversation! I think this is a common problem in business. Now knowing why a client left. I think having a way to systematize your process you can help your customer create a path to your services regularly. For me, I try to create systematic touch points throughout the time we are working together. This way we are both engaged enough to know when my services are no longer needed and how to refer me to others.

    This brings me to another thought. Most of our customers don't even know how to refer us to others. I believe they should have a clear idea of what you you and the best type of person you are looking for as a customer. These two things will keep referral flowing forever if you ask me.

    And if this doesn't work...just ASK! As my father always said, "If you don't ASK, the answer is still...NO!."

    Great article! Have a great weekend.

  • The Big Idea Catalyst /America's Leading Authority on Optimum Performance Chatsworth, California Melanie Benson Strick
    Posted by Melanie Benson Strick, Chatsworth, California | Jun 24, 2012

    Thanks Gerald, I agree, most clients do not know how, or don't naturally think about, referring us. Teaching the HOW to do it is part of a good touch point system.

    Thanks for adding your 2 cents!

    Melanie Benson Strick
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