Understanding Why Clients and Customers Leave

Why do those clients/customers/patients leave us; and how big is the percentage that we could possibly win back?

Depending on the source, survey data varies slightly. In fact, is amazing how remarkably consistent the percentages are from survey to survey.

So, heres why your clients/customers/patients leave:\r .

1% Die Nothing you can do about that.

9% Have left you because they found a competitor they liked better. (Ouch!) Remember, your competitors are always looking for business. Your customers are always targets for their new business marketing. This should become a priority to your company or firm to prevent this from happening.

9% Moved away or outgrew the need for your product or service. Even B2B companies can have customers relocate, change the nature of their business, or go under.

14% Leave you because they have complaints that were not resolved. Of course, you give great customer service, but what about all the people that come in contact with your clients? Do you really know how all of them represent your company? Its estimated that for every complaint you get, there are seven to ten you never hear about.

67% Say they leave because of no special reason they simply forget. They forget to come back because you didnt, or dont remind them enough. Here is a group that is predisposed to do business with you, and is just waiting for you to ask them to come back. Ignoring this group is hazardous to your profits.

One of the biggest mistakes business owners make is not having a system in place that allows them to help stay in touch with their customers.

Question: Do you know the optimum number of times you should reach out and touch your clients or customers? Between 48 and 52 times in a year, once a week, is the optimum level of customer contact. If your clients/customers/patients want less, they will tell you the right number. When you do contact them that often, ensure every contact is not a sales pitch. Give them information they can use or enjoy, and dont forget birthdays and anniversaries.

How profitable are those customers? Retail analyst and author, Paco Underhills research has determined that a previous customer will spend on average twice as much as a first time customer.

There you have it. A big percentage of your inactive customers are just waiting for you to ask them to come back. Going after those inactive clients and customers is a sure way to get a great Return on Investment for your marketing efforts.

Tim Hayes is principal of Timothy Hayes Copywriting/Consulting. His practice provides marketing communications, direct response programs and consulting for B2B and B2C organizations. With over 22 years face to face selling and marketing experience you get an unfair advantage in all your marketing communications. Tim offers direct response marketing consulting through his Half and Full Day with Tim program. To get full details on the complete services for Timothy Hayes Copywriting/Consulting visit http://www.thayescopywriting.com Tim can be reached by phone at (978) 269-4861, email at tim@thayescopywriting.com or fax (978) 453-1873.

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