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How to win back a valued customer to your small shop.

MS32

Strategy:

To persuade and encourage an old customer to visit your shop again. To try to gently inquire why they might have stopped shopping with you and then to offer them an incentive to begin again. We want to give the customer a chance to express dissatisfaction -thus allowing us to uncover and rectify what the problem (if any) may be.

Stage one:

Inform your client that you have missed him as a valued customer over the past [period].

Stage Two:

Add that you hope there is no problem and ask the client to get in touch with you immediately if there is.

Stage Three:

Invite the client to visit you and mention that you have a brand new range of merchandise that may interest him.

Stage Four:

Remind him that as a preferred customer he is still entitled to his lifetime discount privilege.

Stage Five:

End by adding that you look forward to being of service to him once again in the future.  

[Date]

[Name]

[Address]

Dear [Name]:

It has now been over [six months] since you lasted paid a visit us here at [Name of place]. We have missed not seeing you.

Is there a problem we should know about? Your custom is very important to us, so we want to be sure we have lived up to your expectations.

Please let us know if we can serve you better. I've enclosed a reply card for your comments.

Or if you have a chance, why don't you drop in to see us? I think you'll be pleasantly surprised by some of the new merchandise we now have available.

As one of our preferred customers, you will, of course, be entitled to use your [ %amount ] lifetime discount privilege.

We stand at the ready to be of service.

Yours Sincerely

[Your Name]

[Your Title]