Marketing Mistake #10: You Let Past Customers Get Away | TravelResearchOnline

Marketing Mistake #10: You Let Past Customers Get Away

Shame on you! You lost another customer.

The human response to this dilemma is to avoid the client … to keep your distance thinking that the people you once did business with don’t like you anymore. We look within and begin to believe that it must have been something we did or said – didn’t do or didn’t say. This is both a foolish response and a total waste of your time and energy. In all probability, the reason they stopped doing business with you was because you stopped paying attention to them. It appeared to your customer that you were taking their business for granted.

Regardless of your thought process your time would be better spent going back to the former business associate and find out what the current status is? I want you to contact them as soon as you can. (That is not clear enough. I want you to contact all past clients within the next seven days. That is the challenge I am throwing at you.)

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Once contact has been made, you are probably wondering what you will be saying to them?

For starters, say you are sorry that it has taken so long to contact them again. Tell them that for whatever reason they decided to move on without you, you plan to address their concerns and provide them with an updated superior service. Apologize if necessary. And, then ask them for another opportunity to work with them.

Tell me this: What have you got to lose? One thing I can say for sure. They will remain yesterday’s news unless you do something about it. I am telling you that you are leaving money on the table at the cost of reviving solid relationships with good people that you already know.

Accept my challenge and then send me an email telling me about the rekindled relationship you are now enjoying.


Mike Marchev

Mike Marchev freely shares his experiences, strategies and observations with travel professionals in an effort to keep them on top of their game. For a complimentary copy of his 12-Word Marketing Plan send him an email at mike@mikemarchev.com.

Mike’s daily column is made possible by AmaWaterways.

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