We at Econstra Pro get a lot of inquiries on a monthly asking how to go about things when a customer that you dealt and kept happy for over months has suddenly deserted you. The consultant is often perplexed in this situation, like any other normal person would be.
Sudden departures from trusted clients built over months or even years are not really surprising especially in this market, economy and generally day and age. Your clients don’t owe you their loyalty in writing and might opt for cost reduction or may have found a better option. Or you might have misread the situation, been too complacent in taking your customer for granted. For we humans often tend to forget that there is always, someone better out there. Anyway, once the customer is gone and there seems to be foreseeable way to bring him back, we just suggest you get over the client, look ahead and act instantaneously.
First and foremost you must track down your former buyer and try and get him to open up for you. If you can’t track down your client, you need to track people associated to the client, so that it opens up some leads and eventually you are able to bring your client on board for the much needed ‘closure’. Once you have tracked down your client, don’t send a letter or an email or even pay a visit. Just call and talk things out, if the client is accommodating enough, you will get a lot of reasons to work on the services you provide, and you can always ask your previous clients for testimonials or letters or endorsements. If on not so cordial terms, you can always get to know what went wrong.
If the client’s business has changed hands or there has been a change in the organizational hierarchy which may someway be related to your contract not been extending or honored, you can always call up the new stakeholders of the business and ask them what went wrong. Always remember you had a relationship with the ‘business’, a change in guard shouldn’t hurt your relations with the business to the point of cancellation.
You can also contact the key stakeholders and sponsors of the business that you may have known while dealing with the client , and you must get them on your side to make a consolidate pitch to the new guard, how your service helped the business in the past and how it might help in the future.
If you have a signed contact and some obligations and commitments from the client’s end look suspicious, use the full force of law.