Stop customers leaving: 5 step guide [VIDEO]

Last week Gordon gave you five ways to identify a customer is about to leave you. This week he takes you through a five step guide to salvaging that unhappy customer.

So if you’ve left it too late and a customer is about the walk out the door – here’s a great guide to help you keep the contract.

Here are the five steps you need to be taking:

  • Arrange a meeting: You need to do this ASAP. The longer you wait, the less chance you have of saving the customer. Tee up a meeting and arrange for your management team and/or key stakeholders to go out to their office.
  • Prepare a solution: Gordon speaks about really being honest and doing a self analysis. Ask yourself, what are we doing wrong? Most the time, problems will lie under two buckets – technical and service delivery. Make sure you address your customers issues and exceed expectations.
  • Make Concessions: As part of this five step guide, you need to be comfortable making concessions. Gordon recommends offering discounts and services for free – these are strategies he personally used to win back clients trust and retain high-value service management contracts.
  • Create an action plan: List all the items that are part of the solution. Make sure you include key deliverables with specified dates. Present this action plan to your customer.
  • Deliver: “You’re one chop away from the tree falling down on you”. Gordon can’t stress this enough – this is your final chance to impress and learn from your previous mistakes.

You’re one chop away from the tree falling down on you.


Watch the full video here:

This five step guide works best when you quickly identify customers that are not satisfied. I strongly recommend you watch Gordon’s previous video for more information on how you can identify at risk customers early.

Gordon Tan

Gordon Tan is an entrepreneur based in Australia who has started and sold multiple technology companies with a combined value of $150m. This included a client satisfaction benchmarking platform which gave him first hand insight into the best practices of over 6,000 businesses. After retiring at 35 he is now a recognised thought leader on winning and retaining clients - His two passions: making clients the heartbeat of a business no matter what the product or service and this blog.

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