Your customer just cancelled, now what?
We’ve all been there. Customer calls you up and says they will no longer be needing your services and to send the final bill. You could be thinking to yourself, did I do something wrong for them to cancel me? This is probably the first reaction one gets when we hear this kind of news.
But before giving into speculation go ahead and ask why they are canceling. One of the most common reasons is that your customer is moving to a different home. If this is the case then I have some good news to share with you.
People move for different reasons. It could be that they are putting the home up for sale, the lease is up, or the home is going to be converted into a rental/lease and so on
…But There Is Hope.
If the reason is not related to your business then I have a few tips that may turn that situation around. Whatever the reason, if you don’t pursue this you will never know the reason your losing an account and so expect your income to drop by X amount. But before you accept it and move on there are ways of salvaging the situation.
For example, lets say that the customer is moving out. You could offer your services to them at their new location, if its within your service area.
For every seller there is a buyer. Likewise, if the previous home is being vacated then you have a potential lead that will be moving in. You can get this new lead information through your customer. If its a rental/lease property try contacting the owner or property manager. Introduce yourself, your relationship, and your interest in serving its new occupants.
Once you have the contact information send them a letter or call them. Again, explain to them who you are, your relationship to the previous occupants, and how you could be of service to them.
So, instead of waiting for things to play out lets act on retaining the current customer and/or follow up on the new lead. I have saved and gained several clients by implementing this one tip. Good luck.