And you thought that this customer is of no use now. Did you know that you are sitting on a goldmine? Want to know how, then read on…
My Pain:
Email bounced numbers were increasing quarter after quarter every time when we send email marketing mails to all our database.
My experience:
As a process every quarter we send email marketing mails to all our customers in our database. A few mails bounce, indicating that the customers may have left their previous organisation. My team used to deactivate that contact and move on…Till I discovered that we were sitting on a gold mine.
Once you have the list of customer details for emails that bounced.
First pull out your scribble pad. Start with studying the history activity of the bounced contact in your CRM or database. Read interactions the customer had with you, if any?
Here is the Call Script to win back lost customers and I guarantee 75% of your customer would engage with you, disclose his/her new mail id and would be happy to help. Here’s how.
Ajay: Good morning am I speaking to Mr Vivek Nagarkatti? (to understand on how to modulate your voice please Refer our blog on How to maintain relationship with clients)
Customer: Yes, who is it
Ajay: Good morning Mr Vivek Nagarkatti I am Ajay speaking from TrustedStay. Long back we were in touch when you were in HP GEBC. We are PAN India into Serviced apartments.
We thought of connecting with our old contacts. BTW I just sent a mail to your mail id vivek*****@hp.com and the mail bounced. Just wanted to check has your email id changed?
Customer: Yes, I have left the company 2 months back and joined a new company. (Please remember the customer is new in his organisation, and he feels comfortable talking to old connect even if he cannot recall and he would be happy to help now)
Ajay: Oh wonderful sir, I would be highly obliged if I could re introduce TrustedStay to your new company and see if there is any possibility of getting some business opportunity? Can I have your new email ID?
Customer: Sure but I am not concerned with travel, and rather I am new to the organisation.
Ajay: No problem Sir just forward my mail to the concerned person and please loop me in and I will take it from there. It would be of great help to us Sir.
Customer: Ok here’s my new email id Vivek******@srnova.com
Ajay: Thank you very much sir. BTW who is the concerned person now in HP? with whom I can stay connected for accommodation bookings? (there is a possibility that there is a change and you will be updated)
Customer: Please connect with Prasad his email ID is Prasad*****@hp.com and his contact no is 9********8
Ajay: Thank you so much sir , I will be sending you the mail and all the best in your new assignment and I hope you will not mind me calling you next month just for an update?
Customer: Sure no problem
Ajay: Thanks once again, do stay in touch.
Please note that not only have you taken an opportunity to get into another company but you also managed to get the update on the concerned person of his previous organisation.
Then do follow up with a mail, the mail script I send is as under.
Dear Vivek
It was nice connecting with you again after our last association with HP
Would be obliged if you could put across to your concerned in HR/Admin so that we could offer our serviced apartments across India and help reduce employee cost of travel without compromising on the employee satisfaction
A brief once again…
TrustedStay is into Corporate Accommodation.
As of today we offer over 200+ Quality Service apartments & Serviced rooms in 18 cities: Ahmedabad, Gandhinagar, Bangalore, Chennai, Hyderabad, Vizag, Vijayawada, Coimbatore, Varanasi, Mumbai, Thane, Navi Mumbai, Pune, Delhi, Noida, Gurugram, Kolkata & Cochin.
We are not into number game but into Quality. Every property that is listed with us is personally evaluated by our team before we take into our fold.
Our facilities are used by corporate such as Boeing India, Practo, Grofers, Tata Sky, Ratnakar Bank, Shapoorji Group, Toshiba, Crompton, Mitsubishi, CGI, Bharti AXA General Insurance, Tata AIG, Tech Mahindra, Acko General Insurance, RPG Group of Companies & Aditya Birla group of companies. We are also listed on Yatra Smart (Corporate) & SOTC
Please visit our portal, to experience & locate properties close to your offices.
https://www.trustedstay.com
Benefits:
- Qualified Properties: Our primary objective while hand picking our properties is Quality. We select properties in safe residential locations, with spacious rooms and great service. Every property listed has been personally seen and qualified by our team.
- Quality Assurance: Since quality is our prime concern we conduct regular checks of our properties and delist properties that fail to match the TrustedStay promise.
- Exclusive Properties: Properties found on TrustedStay are an aggregation of the best service apartments in that city and can only be found at TrustedStay.com
- Personalized Service: We have a direct access to every property owner and can entertain any special request that the customer needs.
- 24*7 customer care: We have a 24*7 Call centre number (89510 89510) and a single mail ID stay@trustedstay.com (9am to 9pm, 7 days a week) accessible for booking or any escalation
- GST Registration: across all states in India
- Speed of response: Any query sent through mail/Call from 9 AM to 9 PM will be responded within 30 minutes.
- Feedback: 100% guest feedback reported to Admin within 1 day of his stay at the property.
Looking forward to your response.
With Regards,
Ajay
TrustedStay an offshoot of Alcove
All new portal, new experience, more choice.
Serviced Apartments, exactly as you expect.
Mob: 0 89510 89510
www.trustedstay.com
My Conclusion:
In case you are already doing this, or if you haven’t. Do share your experience below.
Also Checkout
43 Comments
This is brilliant Ajay! I had a similar call from Trusted Stay and it really felt good to be remembered
Thanks Shiva, the script written is verbatim tried & refined by my marketing team
Perfect way of digital marketing and great way to remain in touch with client onthese hard days.
Very well written
Thank You sir, we would be publishing email marketing blog next week sir
Right thing to do. Makes sense
Thanks Mr Iyer
Any reasonably satisfied customer is surely coming back with this small nudge….
Thanks Mr Chandra, our script has undergone many changes before this final Pitch. Hope it would be helpful to you
Thanks. Practicable tip, applicable to any line of service.
Thank youMr Sesh. Hope it helps
Excellent presentation Dewan. It should be used as an illustration in colleges teaching Public Relations and customer centric business development.
Thank you Mohan. This is the actual pitch my team is using to recover all lost customers. Ideal time to convert
It is always nice to be in touch with our contacts. This gives a feel of personal touch. And in this service it is a value addition. Keep it up Ajay. BTW which are the apartments with Trustedstay in Noida ?
Thanks Mr Rajendra
Here are the option for TrustedStay Serviced apartments in Delhi NCR
https://www.trustedstay.com/service-apartments-in-delhi-ncr
Very nicely written. One should always keep in touch with his old contacts. In the service oriented business like Trustedstay, it’s a value addition.
Thanks once again
Very well written Ajay. The script and the role play is crisp.
And you are right. The customers with whom we have lost touch are gold mines which WWE should energise.
Wishing all success to TrustedStay.
Thanks Mr Debashish.
Great Ajay. Good learning.
Thanks
Great idea & initiative.
Nice way to keep the contact points open & make new inroads.
Present situ needs this type of “out of the box” thinking.
Make your Mark, Ajay and chart a new road.
Best wishes for the journey.
Thank you Jayant
Excellent article with practical examples,Ajay, Congratulations for an informative article!
Thank You Rajan. A trainer endorsing such views gives us motivation to write more
A very thoughtful, rapport building approach, strengthen the bond between Trusted Stay and it’s corporate, further advancement of trust will force customer to give references out of his contacts with other corporates. The text framed on actual communications with customers will built confidence among the marketing executives once start practicing said texts while communicating with corporate. Thank you very much for such a fantastic communication tools to grow our database with to the point approach that will leads to great productivity.
Thank you Kamleshji words coming from the veteran in Hospitality sector
And yes this has been a subject close to my heart Ajay and is an important activity in the entire sales process … you have covered the practical aspects of revisiting old customers ( won and lost cases). This area is mostly overlooked or sidelined however can be a great source of lead generation !
This blog covers all major points with respect to the entire approach – purpose, benefits, step by step process, script, email template etc..
You rightly pointed out that old customers can be a valuable source of sales. They already know your business and were once interested in buying from you, so you may be able to persuade them to buy from you again .. looking forward for more of such insightful articles !!! Good Luck !
Thankyou Shantala for your valuable inputs
Good blog Ajay. You open a hidden opportunity that many may miss and its a double whammy.
Thanks Mr Udupa
Hi Ajay
Never thought of this. Quite a novel idea! Will implement immediately in our business.
Thank you!
Thanks Rajiv, Nice to know that this blog was of some help to you
Well written – nice and easy reading. And, makes a lot of sense. Probably the easiest way to get a “new” customer without a cold call.
Thank you sir
Very important action explained in a clear and simple way by Ajay. Good process to leverage your old direct customer acquaintance to expand your business and gain new connects from his previous and new organization, avoiding any cold calls and high probability of success.
Thankyou Mr Bansal
Ajay it is indeed a good way to reconnect with your customer and build your business mutually benefitting both the stakeholders. Such initiatives would definitely help you to expand your network and business. Blog was interesting to read as though the conversation was in a realtime mode. Great and keep it up!
Wonderful insight on marketing strategy not told in the books.
Good luck
Thanyou Sameer
Simple yet effective .
Thank you
Lot of them say What needs to be done..but never say How it needs to be done…But looks like we have an entire conversation on How things need to be done..this really helps me and a lot many out there to succeed and I wish u all d success too…
Thanks Sauvik. Our attempt on all blogs is on “How to”. Every script and every data shared are hard facts. We wish to share all our learnings so that people learn and do not try to reinvent and rediscover.