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Four Steps to Take When You Lose a Big Client

April 5, 2012  
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Sometimes rotten things happen to good B2B companies—such as when a major client drops you during an economic downturn. (Sound familiar?)

But every crisis carries a few good lessons with it, not the least of which is simply learning how to cope with a similar situation in the future.

Writing at the Saleskick blog, Jim Logan identifies six quick steps to take to stay afloat when the unthinkable happens—and your best customer says good-bye.

Here are four:


Call them back. Breathe. Breathe. Take a walk. Calm your pulse. Let a little time go by. Then pick up the phone. You need to learn exactly why they dropped you, and you have to find that out for two reasons, Logan says:

  1. There may be a simple problem or misunderstanding that can be easily addressed.
  2. There may be something wrong on your side that could "poke its ugly head" into other accounts.

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B2B Marketing, Customer Acquisition, Customer Relationships, Customer Retention, Customer Satisfaction

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  • by Heather Sloan Thu Apr 5, 2012 via web

    One more suggestion: Put the lost customer on an email nurturing campaign. There's a good chance they might not be happy with their new vendor. Keep reminding them of all the great things they gave up when they left you, by offering helpful resources.

  • by Michelle Fri Apr 6, 2012 via web

    Nice article. I will share this with the owner. Heather's suggestion is really great too. Another example of how segmentation can help business. Having one campaign for current customers and another for prospects is good, but going one step further and having a third campaign for leads and customers who "got away" can make a big difference.

    Does anyone have examples of how their company has used a nurture campaign or follow-up process for lost quotes or customers?

  • by Jennifer Kelly Fri Apr 6, 2012 via web

    Another suggestion: if appropriate, ask now for a recommendation/testimonial for your great (past) work together.

  • by Keith Irvine Sun Apr 8, 2012 via web

    Thanks for post most of the points explained very well and got clear cut idea about each points.

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