Well, first of all, I see loosing a couple of customers as a sign of growth. Before you wonder, there is a simple explanation to this outrageous affirmation: when you are very small, you can’t afford to lose any customers and you will end up taking even the customers you shouldn’t be taking.
Ok, so what this all about selling the second time, and loosing the customer by not doing it? Well, I discovered I did some sort of mistake in the sale process: I’ve sold once, and never considered the customer might need something more after a while. To give an example, we did a site for a customer more than a year ago. In the meanwhile, their needs expanded and they announced me they are going to move to another provider for that. Having a new and better site, should have been a logical and easy sale for us. We had the customer in our yard, we worked with them before so no communication problems here and an upgrade might have been an easier thing to do.
Instead of this, we lost it to a competitor who didn’t had any other advantage than the … wish to make the sale. So, how often do you follow up with your existent/previous customers to see how they are doing?Â
