Hey, what happened to that great customer/client you used to have? You did a great job getting them interested in your company, you developed a relationship with them providing reliable products and outstanding customer service. But now you realize (hopefully you're tracking customer interactions) you haven't heard from them in awhile.
Did you do something wrong?
This may seem to simple, but call them. If you feel you need to soften them before a call send a personalized email letting them know you miss them and will be contacting them soon. When you call ask if it is a good time for them to talk. It's ok to admit to them you miss their business and are wondering if there is something you can do to win them back. Sometimes there is and sometimes there isn't. Sometimes they have changed jobs, have different needs you can't meet or (gulp) have gone out of business. But if it is something you can change or negotiate get in there and do it. Don't make empty promises. And make sure to track your contacts with customers, you may find recurring reasons for why customers/clients are falling off.
Wondering why you are losing your best customers is a waste of time. Let them know you care by calling them, and at the same time find out if an area of your business needs improvement.
