When I was a trivial kid, Hannah Montana was one of my favorite shows. It may be surprising to some of you, but I learned an important life lesson about customer service from information technology.

In one of her songs, "Nobody's Perfect," Hannah Montana sings, "Everybody makes mistakes, everybody has those days...Nobody's perfect." → Free Download: 61 Templates to Help You Put the Customer First [Download Now]

Those wise words are non merely truthful of people, but also of businesses. No business tin be perfect. During your career, your company will likely make mistakes. And, sometimes, it might cost you a customer.

For example, many of united states remember the Chicago Tylenol disaster. In 1982, at that place were a series of deaths resulting from Tylenol capsules that were laced with potassium cyanide.

That disaster has become one of the nearly pop case studies in the United states. Yet, Tylenol is still succeeding and selling products. How tin can this exist?

While your company is bound to make a mistake -- hopefully not as large as the Chicago Tylenol incident -- and lose a few customers, it'south important to focus on your strategy for getting those customers back.

Beneath, permit'due south review tips for reaching out to ex-customers, then nosotros'll provide an example of the "nosotros want your concern back" alphabetic character that you can send them.

The 'We Want Your Business Dorsum' Letter

Typically, clients leave for ane of ii reasons: they find a better price with a competitor or your company makes a mistake that upsets them. While there are more nuanced reasons at play, these are the 2 well-nigh mutual scenarios. And then, to fix, consider writing two "we want your business back" messages based on the circumstances.

However, earlier you send a "we want your business back" alphabetic character, you should understand why your customer left. To practice this, y'all might consider sending exit surveys whenever you lose a client, and then you know why they decided to exit.

Regardless of your client's reasoning, here are a few best practices to keep in mind when writing your letter.

Featured Resources: 50 Customer E-mail Templates

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Demand a better way to communicate with your customers? Reach out using our fifty customer service email templates, including apology emails and "nosotros desire you back" electronic mail templates.

We Want Your Concern Back Letter Tips

1. Make information technology personalized.

When you're sending a letter to get someone's concern back, you should continue the focus on them. Use "y'all" linguistic communication, equally opposed to "I" language every bit this will show you're more concerned with their needs and goals than your own.

Plus, your letter should address your client's specific reasons for leaving. Was it considering of a error you made? A competitor? Whatever the situation is, it should be addressed in the letter.

two. Include some formalities.

Although using breezy linguistic communication tin piece of work at times, make sure to keep a higher-level of formality. Yous should exude professionalism, which volition make someone comfortable with getting into business with you lot again. A lack of formality could crusade customers to lose confidence in your company, or worse, suspect that your apologies are insincere. The final affair you want are customers telling their friends how you messed up and didn't care plenty to fix it.

three. Add an offer.

If your customers accept left to use a competitor's product, calculation an offer can help entice them to come back to you. Y'all could include a discount or address their pricing concerns in some other manner. Even if your customer didn't leave for a competitor, adding in an offering never hurts.

4. Have responsibility.

If your company made a mistake, you need to accept responsibleness for information technology. You should issue an apology that genuinely showcases your company's remorse. Customers empathise that you lot can't exist perfect, so if you're truly remorseful, they're more than likely to forgive and forget.

Just look at Tylenol -- people are still using its products considering of the reaction from Johnson & Johnson. The company distributed warnings to hospitals and distributors and halted Tylenol production and advertising. So, it issued a nationwide recall of Tylenol products, amounting to 31 million bottles worth $100 million.

Additionally, information technology put out advertisements for individuals not to swallow whatsoever of its products containing acetaminophen in one case information technology was adamant that only a few capsules had been tampered with. Information technology also offered to commutation all Tylenol capsules already purchased for solid tablets.

The actions of Johnson & Johnson showed that the visitor was more concerned with public wellness than it was with its bottom line. Johnson & Johnson has been widely praised since the incident.

5. Incorporate a call-to-activity (CTA).

Your letter should include a clear way to contact you. If people don't know how to go back in business with you, they won't. That's considering when customers are confused, it creates friction during the buying experience and they'll exist cautious to make a purchase. And so, use simple and straightforward language that lets the customer know exactly what to practice next.

6. Exist human and genuine.

Your letter should be human, helpful, and genuine. If you lot're sending it via email -- and allow's face it, that's the most likely scenario -- consider stripping any formatting, so it looks like it was written by a friend or colleague. As well, make certain your email is sent from a existent person that a customer can reply to. When people go mass, "no-reply" emails, they tend non to reply or achieve out.

These tips will help you to think well-nigh what you want to say in your "we want your business dorsum" letter.

Only, if yous're notwithstanding having a scrap of a writer'south cake, below is an example to help get yous started.

We Want Your Business organisation Dorsum Letter Template

Dear {name},

We are so sorry for {insert mistake}.

We always aim to offer the best customer service for our clients and we know nosotros let you downward. To resolve this outcome, we're going to {insert solution}.

Nosotros want to express how deeply sorry nosotros are for the stress and frustration this must have caused you. To make it up to you, we'd like to offer you 15% off your side by side club with us. We hope you'll yet consider using our products in the futurity.

If there's anything else we can exercise to help, just hit "answer" and let united states of america know!

Sincerely,

{Proper noun}

Although losing customers is a normal part of business, information technology'due south important to try to get their business organization back if you can.

Desire to larn how to re-engage customers? Bank check out these Tricks to Re-Engage Your Customers for Better Retention.

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Originally published Nov 12, 2019 8:00:00 AM, updated June fifteen 2021