If a customer has canceled their contract, speed is required. Contracts often include notice periods, which companies can take advantage of by reaching out to the customer during this time. In most cases, the customer has not yet found an alternative and may be persuaded to return. The faster you make this recall attempt, the better. If companies react quickly to termination, this conveys an appreciation of the customer.
The simplest method, which usually only generates a small return (maximum 10-20%), is the written survey. For this purpose, customers who have terminated are sent a questionnaire in which they can share their reasons for termination. Another measure is a telephone consultation. Although this requires more time and therefore money, you usually get much better and informative insights.
Customers usually perceive it very positively when a company makes this effort and enquire about the exact reasons for termination. With a personal call, one proves appreciation of the customer, which then makes the recovery much easier. Here the tone of the call makes all the difference – the communication quality of the conversation should be taken into account. Sales staff should always react confidently and in no way acidic or offended. What is important is a balanced relationship between speaking and listening, empathy, and the solution-oriented, friendly behaviour of the employee.
Companies must be careful not to violate the legal restrictions on establishing contact under Section 7 UWG (law against unfair competition). “Persistent” contact by phone or email is therefore considered to be harassment.