You sense a customer’s upset, but you don’t want to unleash his fury. Try one of these approaches to save the customer.
The most important point: Address the issue right way – before the customer quietly slips away to a competitor.
Say:
- “You haven’t made an order in some time. I’m wondering if we messed up somewhere.”
- “I’m concerned that you haven’t called for regular warranty work. Did we drop the ball somehow?” or
- “You haven’t had time to take my calls recently. I’m wondering if there’s more I can do to help you.”
