Even the best salespeople lose an account every now and then. But they also know that if they approach their former customers properly, many will come back.

Here are three strategies that’ll bring lost customers back:

1. Review account history. If a former customer won’t reveal specifics as to why he or she left, prepare to do some research. Check the account records carefully to see if there were any problems or complaints that went unanswered (perhaps about delivery or quality). Try to come up with a plan to fix any unresolved problems, then share that plan with your former customer.
2. Check with other departments at your former customer’s company to get more information. Maybe the account was lost because of a decision made in Accounting or elsewhere within the company. You can’t fix what you don’t know.
3. Don’t let the experience affect other accounts, especially if you uncover problems that led to a loss of business. Try to repair any unresolved issues and explain your solutions to your present customers before they cancel, too.

Adapted from “Master Selling, Maximize Success,” by Kristina Susac.

Tags: account history, accounting, bring lost customers back, delivery, experience, maximize success, quality, solutions