Ron Goch
The Telios Group
Email Ron
- The Telios Group
- The Telios Group Blog
- Telios Tips
- Quote of the Day
- Question of the Week
- Sales Team Thoughts
- Advertising (2)
- Annual Staff Retreats (2)
- Attitude (3)
- Blogs (6)
- Books (14)
- Branding (2)
- Business Best Practices (11)
- Change (3)
- Cheerleading (2)
- Club & VIP Ticket Sales (4)
- Collaboration (5)
- Courtside Seats (2)
- CR Ticket Programs (4)
- Customer Experience (2)
- Customer Service (5)
- Database Mining & Mgt (8)
- Demograhpic Information (1)
- Event Management (4)
- Event Promotions (9)
- Event Times (1)
- Excellence (2)
- Execution (2)
- Fan Engagement (35)
- Fan Experience (15)
- Fund-raising (5)
- Graduate School (3)
- Group Ticket Sales (20)
- Happiness (4)
- Health & Wellness (2)
- Holiday Ticket Specials (17)
- Inspiration (1)
- Internships (5)
- Jobs in Sports (9)
- Leadership (1)
- Licensing & Merchandise (1)
- Lifelong Learning (2)
- Listening (1)
- Loyalty Programs (1)
- Marathon Running (3)
- Marketing (15)
- Mascot Best Practices (4)
- Media & Public Relations (2)
- Meetings (1)
- Mentoring (4)
- Mini Season Tickets (1)
- Multi-tasking (1)
- NACMA (1)
- Networking (5)
- Planning (3)
- Positive Thinking (4)
- Presentations (1)
- Professional Dev (9)
- Referrals (2)
- Resources (3)
- Role Models (1)
- Sales (13)
- Sales By Phone (7)
- Sales Commissions (1)
- Sales Contests (1)
- Sales Resources (3)
- Sales Teams (1)
- Season Ticket Benefits (6)
- Season Ticket Sales (15)
- Season Tix Retention (12)
- Selling Women's Sports (5)
- Single Evt Ticket Sales (10)
- Social Networking (3)
- Sponsorship Sales (11)
- Student Marketing (1)
- Student Ticket Sales (3)
- Success (6)
- Suites (1)
- Surveys (3)
- Technology (4)
- Television (2)
- Ticket Sales (36)
- Time Management (4)
- Touch Points (2)
- Transportation & Parking (1)
- Trust (1)
- Values (1)
- Viewing Parties (1)
- VIP Seating & Suites (1)
- Vision (1)
- Web Site Best Practices (5)
- Youth Market (1)
- October 2009 (1)
- August 2009 (4)
- July 2009 (4)
- June 2009 (4)
- May 2009 (2)
- April 2009 (2)
- March 2009 (5)
- February 2009 (4)
- January 2009 (4)
- December 2008 (5)
- November 2008 (4)
- October 2008 (4)
- September 2008 (5)
- August 2008 (4)
- July 2008 (4)
- June 2008 (5)
- May 2008 (4)
- April 2008 (4)
- March 2008 (5)
- February 2008 (4)
- January 2008 (4)
- December 2007 (5)
- November 2007 (4)
- October 2007 (5)
- September 2007 (4)
- August 2007 (4)
- July 2007 (5)
- June 2007 (21)
- May 2007 (23)
- April 2007 (21)
- March 2007 (17)
- February 2007 (20)
- January 2007 (23)
- December 2006 (16)
- November 2006 (15)
- October 2006 (22)
- September 2006 (20)
- August 2006 (15)
- July 2006 (15)
- June 2006 (22)
- May 2006 (23)
- April 2006 (20)
- March 2006 (29)
- February 2006 (5)
Recovering a Lost Client
October 17th 2006
Q. How would you recommend recovering a lost client?
A. Great question and Todd Duncan in “High Trust Selling” answers this question best: “When you blow it with a customer, don’t run from them. Run to them! Here are actions you must take to recover a high-trust client whom you’ve poorly served:
Confess. Tell the client you blew it and apologize. No finger-pointing.
Correct. Tell the client what you are going to do about it.
Communicate. Let the client know you value him and that you want another chance, and give him an incentive to try you again.”
***********************
Ron Goch, The Telios Group
Sign up for our free eNewsletter, Ripples
Leave a Reply
To reply to this article, please enter your name and write your comment in the textbox below. Some HTML tags are allowed, but others will be stripped if you enter them in your comments.