Key takeaways
- They already know you.
- Open by asking how they are and whether anything went wrong.
- Once, and again after a month at most.
- Price, timing, distance and a bad experience each call for a different fix.
- Accept a no and record it.
Lapsed customers are your cheapest leads
They already know you. A friendly call often brings them back, and the reason they stopped is useful information.
Say hello, not sell
Open by asking how they are and whether anything went wrong. Offer a specific reason to return only after they answer.
ListenHears the caller in their own words
UnderstandWorks out what they want
ReplyAnswers in a natural voice
ActBooks, notes or hands over
Call sensibly often
Once, and again after a month at most. More than that feels like pressure.
Record the reason
Price, timing, distance and a bad experience each call for a different fix. Read the reasons monthly.
Make declining easy
Accept a no and record it. A courteous exit leaves the door open.
