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

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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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