When accounts go quiet, don’t assume the customer is going away. Use excellent customer service skills to find out what is going on. They may be waiting, occupied with something else, or have simply forgotten where you are or how to reach you! One effort at reactivation can make the difference between a customer who comes once and disappears forever, and a customer who comes once, is invited back and stays with you forever.
Action Steps for Customer Service Skills
Identify customers you have not heard from in a while, long enough to be considered dormant, decidedly dull or dead. Now create a simple process to contact these customers and tell them you want them back. Give them an incentive to do business with you in the very near future. You will be glad you exercised exceptional customer service skills!
Copyright, Ron Kaufman. Used with permission.