A Definitive Guide To Win Back The Lost Clients For Digital Agencies


by Ronik Patel

Whatever you’re selling or the service you render, client satisfaction is essential.  Come to think of it, how do you win back your lost clients? Would you love to entice them with a new service package? A customer win-back strategy is the best way to win back your lost client for digital agencies. How possible?

We’ve heard about many agencies losing their clients. Sometimes, people misunderstand good client relationships to produce or render quality service. In business, a good client relationship is the first thing, but producing quality service can get you more clients. That’s why many people apply different methods.

Admit your mistakes, share ideas with your clients, and identify their problems and what they need. If possible, show respect and be genuine about your service. With that, you can definitely win your clients back. But in a situation whereby you don’t put their solution first, achieving your goal might be hard.

Therefore, ask yourself this question; what are your business goals? How do you intend to get more clients? Do you have enough teams of experts that can satisfy your client’s needs? The answer to these questions will determine how you can win back the lost clients for your digital agencies. Is this possible?

Yes, and that’s why we are here to serve you better. Thinking of several winning plans on how to get an old client back? Worry less as your life improves because you’re on the right track. In this guide, we will walk you through the best ways to win your lost client. I’m sure you can’t wait, right? Of course, read on!

How to Win Back Customers and Regain Customer Trust

Before you think of regaining your lost client, what have you done? Understanding your weak point should be the first thing to consider. Sometimes, the client really wants more from you. Remember, as a business owner; you need to know how and when to implement a new strategy to entice your client.

That’s why you see some agencies giving free packages. Aside from that, you might see promo codes and festive season gifts all year round. So, how do you make your customers never leave? Before that, let’s quickly look at what could make your client never come back buying from you.

Poor Communication and Customer Service

One major factor that can help your business grow is good customer relations and customer service. Offering a seat when your clients are around and listening to them when they have complaints goes a long way in building a reputation. But since you operate a digital agency, giving 24/7 support is the best.

First (Bad) Impression

The first impression you give your client matters a lot. Let’s say you provide WordPress maintenance service. Now, your clients want a new update because the maintenance seems not to have been functioning as expected. In this case, you need to understand what they want rather than yelling.

But if the first impression about their query doesn’t sound good, you might lose such a client forever. Therefore, rather than giving attitude or complaining over simple things, exercise patience and treat your client well.

Repeating Same Mistakes

Repeating the same mistakes might never bring your client back. A lack of empathy might even make the situation worse. So, if your client doesn’t appear in their next appointment, you should know it’s your fault. Sometimes life situations may get ion, and they forget. But you need to remind them!

Not Staying Abreast with Latest Technological Changes

When you have many competitors but fail to stay abreast with technological changes, your client may leave. In a world of technological advancement, you must often upgrade your dashboard. Tell your team of experts what to do to stay ahead of competitors. This way you can get better in sales.

No Incentive or Customer Loyalty

Have you ever given your client an incentive for patronizing your business? If not, that’s one of the reasons for not coming back. As an agency owner, giving your client incentive allow them to call back. Moreover, do you have a loyalty program? If not, create one offer for exclusive services in your agency.

7 Customer’s Win Back Strategy That Works

In movies, the protagonist often gives us a winning attempt, which keeps the audience in suspense. Similar tricks apply to running a business. For you to win the heart of your client, you should be able to give them something worth coming back to. Below are some of the best win-back strategies.

1.   Take Action and Improve Customer Relations

Improving customer or client relations should be your main priority regarding your growth. When your clients complain about your service, you should at least understand from the client’s perspective before yelling at them. In fact, take action by sending them an in-app survey to get their feedback about your product.

2.   Know Your Customer’s Pain Point

Knowing the kind of service your client wants helps deliver the best services. Sometimes, this could work by giving them a survey plan. Also, improves your loopholes and ensures your clients get what they want. Not only that, but analyze how to lure them after identifying the right customer for your agency.

3.   Focus on Your Business Vision

As an agency owner, business vision is deemed important. So, what’s your business vision? Identify how you can satisfy the need of your client, how to make them happy, and what need to be done. Understanding this will help you convey the objectives to your clients and ask them how you can improve. This is when you can introduce the survey and feedback methods to foster your business.

4.   Consistency of Brand Value and Experience

Providing consistent brand value is sure to boost your business. If your clients get a good service worth their pay, I trust they will return for more. In this case, giving good consistent service make your brand recognizable. It also builds strong messages between your clients and external bodies.

5.   Address All Queries Faster

As part of your business growth, nearly 85 percent of your clients expect you to answer their questions as soon as possible. Therefore, slow response time and inability to respond quickly may spoil your reputation. Besides, it helps in effective communication and how to deliver what they want.

6.   Know Their Expectations

Sometimes knowing your customer’s expectations helps in giving them the best services. In this case, ask what they want. If it’s a one-off WordPress maintenance plan or a long-term routine, ask for their opinion. Although the expected level of service varies among clients, knowing what they want is good.

Research your market; know what your competitors are up to. With that in mind, you can get a glimpse of what your client expects. And in the long run, you’ll be happy to create something around it. When trying to give them the best service, ensure you know their occupation, lifestyle, and how their interests.

7.   Lower Your Price to Meet Competitors

This is another customer win-back strategy. You can use this to get more clients to your agency. However, you need to know your impact on clients wanting more. If your service price is low compared to your competitors, clients will patronize you. But if your services are not up to their expectations, you might lose such clients. So, lower your price and ensure it has a good impact.

Final Verdict

In a digital era, especially when technology is evolving, winning back clients is essential for your agency’s growth. Your customer may have different choices, but try your best to understand what they want. By applying the customer win-back strategy, you’ll be able to create a long-lasting relationship. So, get it right!

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Ronik Patel – Co-Founder, UnlimitedWP

Ronik Patel

After building my web agency JD Softtech in both Boston and Ahmedabad, India, I wanted to find a way to help other agencies.

So we took our team of highly qualified website developers and web designers and launched UnlimitedWP, a white-label WordPress partner for growing agencies.

If you’re frustrated by how much time working in WordPress takes, consider UnlimitedWP.com.

For one low monthly fee, you can create and assign an unlimited number of tasks to our team of WordPress experts—with a typical turnaround time of 24–48 hours.

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