{"id":16788,"date":"2022-03-14T10:32:28","date_gmt":"2022-03-14T14:32:28","guid":{"rendered":"https:\/\/www.postable.com\/blog\/?p=16788"},"modified":"2022-03-14T10:32:28","modified_gmt":"2022-03-14T14:32:28","slug":"retain-your-clients-with-a-we-miss-your-business-letter","status":"publish","type":"post","link":"https:\/\/www.postable.com\/blog\/retain-your-clients-with-a-we-miss-your-business-letter\/","title":{"rendered":"Retain Your Clients With a &#8216;We Miss Your Business&#8217; Letter"},"content":{"rendered":"\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"900\" height=\"506\" src=\"https:\/\/www.postable.com\/blog\/wp-content\/uploads\/2022\/03\/burnout-is-killing-his-career-picture-id1165941625.jpg\" alt=\"\" class=\"wp-image-16789\" srcset=\"https:\/\/www.postable.com\/blog\/wp-content\/uploads\/2022\/03\/burnout-is-killing-his-career-picture-id1165941625.jpg 900w, https:\/\/www.postable.com\/blog\/wp-content\/uploads\/2022\/03\/burnout-is-killing-his-career-picture-id1165941625-300x169.jpg 300w, https:\/\/www.postable.com\/blog\/wp-content\/uploads\/2022\/03\/burnout-is-killing-his-career-picture-id1165941625-768x432.jpg 768w\" sizes=\"(max-width: 900px) 100vw, 900px\" \/><\/figure><\/div>\n\n\n\n<p>\u2018We miss your business\u2019 letters should be part of every customer retention strategy. Acquiring customers is no small task \u2013 one that your company has likely invested a great deal of resources into developing. And according to the Harvard Business Review \u201cacquiring a new customer is anywhere from five to <a href=\"https:\/\/hbr.org\/2014\/10\/the-value-of-keeping-the-right-customers\" target=\"_blank\" rel=\"noreferrer noopener\">25 times more expensive<\/a> than retaining an existing one.\u201d So when existing clients are no longer using your services or buying your products it\u2019s an equally important task to find out why that is and continue to work on customer retention.\u00a0<\/p>\n\n\n\n<!--more-->\n\n\n\n<div class=\"block-blurb\">\n    <p>Send professional, personal, and unique business greeting cards in minutes. Postable will print, address, and mail them for you. <\/p>\n    <div class=\"button-cta\"><a href=\"https:\/\/www.postable.com\/business\" target=\"\u201c_blank\u201d\" rel=\"\u201cnofollow noopener\" noopener>See Postable for Business<\/a><\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Why would you send a \u201cwe miss your business\u201d letter?<\/h2>\n\n\n\n<p>In short, customer retention is the main reason to send a \u2018we miss your business letter.\u2019 You want to have a solid understanding of why your client \u2013 especially those who you consider regulars \u2013 hasn\u2019t been around (so to speak) for a while. Without this information you\u2019d have a leak in your customer retention strategy that you wouldn\u2019t know how to plug.&nbsp;<\/p>\n\n\n\n<p>Typically regular customers who stop interacting with a company do so for one of two reasons. They either found a competitor who helps them accomplish their goals with a better price point or something went wrong with their last interaction. Though knowing which of the two is a good place to start plugging that leak, it\u2019s not enough information to really create a long-lasting solution and it\u2019s probably not enough to help you win them back. You need to understand exactly what went wrong if not to try and resolve the problem for that client, then to make sure there\u2019s no larger issue at hand that needs to be addressed before it affects other clients.&nbsp;<\/p>\n\n\n\n<ul><li>Maybe they no longer need your services (why?).<\/li><li>Maybe the customer service they received was less than satisfactory.<\/li><li>Maybe they found a better price somewhere else. Can you match it?<\/li><li>Maybe they\u2019re unhappy with the product or service itself.<\/li><li>Maybe you\u2019ve done something else to upset them.<\/li><\/ul>\n\n\n\n<p>So, you write and send a \u2018we miss your business\u2019 letter to gain more information while simultaneously beginning to tighten your business-to-client relationship (hello customer retention 101). If you already know that there was a problem that occurred and your company is at fault, the \u2018we miss your business\u2019 letter is a good place to start making it right for that customer. Mistakes happen, but it\u2019s the way your company chooses to deal with that mistake (owning up to it) that matters more.\u00a0<\/p>\n\n\n\n<div class=\"block-blurb\">\n    <p>Send professional, personal, and unique business greeting cards in minutes. Postable will print, address, and mail them for you. <\/p>\n    <div class=\"button-cta\"><a href=\"https:\/\/www.postable.com\/business\" target=\"\u201c_blank\u201d\" rel=\"\u201cnofollow noopener\" noopener>See Postable for Business<\/a><\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">When to send a \u201cwe miss your business\u201d letter?<\/h2>\n\n\n\n<p>First things first: if you made a mistake, make sure you reach out immediately. Taking responsibility months after an incident (when you\u2019re aware of the problem) tells your clients you lack the capacity to provide them with the level of service they require.&nbsp;<\/p>\n\n\n\n<p>If you\u2019re unsure if something went wrong or if your clients have been MIA for some other reason, then you\u2019d likely send a \u2018we miss your business\u2019 letter during one of the following times:&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">During your quarterly review&nbsp;<\/h3>\n\n\n\n<p>Ask your account managers to do a quarterly review of their clients and flag any unusual lagging patterns. If you\u2019re a b2b service and you\u2019re aware of a management change in one of your clients\u2019 companies, make sure to flag when the change occurs. This way if that client goes off the grid for a long time after the change, you can send them a \u2018we miss your business\u2019 letter (essentially alerting the new management to your services).&nbsp;&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">When a mistake is made.<\/h3>\n\n\n\n<p>Or *especially* when a mistake is made. We\u2019ve already touched on the importance of following up as soon as a problem is found. You don\u2019t want your customer to have a bad experience and then let that experience sit with them without intervening.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">No contact from a regular customer.<\/h3>\n\n\n\n<p>If a regular customer hasn\u2019t been interacting with your company for any extended period of time then it\u2019s a good time to touch base. The length of time that\u2019s considered \u2018extended\u2019 will depend on your business and industry. If you provide a seasonal service then that time frame will likely be longer than if your customers typically come to you on a weekly or monthly basis.\u00a0<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"600\" height=\"600\" src=\"https:\/\/www.postable.com\/blog\/wp-content\/uploads\/2022\/03\/POSTABLE1919.png\" alt=\"\" class=\"wp-image-16793\" srcset=\"https:\/\/www.postable.com\/blog\/wp-content\/uploads\/2022\/03\/POSTABLE1919.png 600w, https:\/\/www.postable.com\/blog\/wp-content\/uploads\/2022\/03\/POSTABLE1919-300x300.png 300w, https:\/\/www.postable.com\/blog\/wp-content\/uploads\/2022\/03\/POSTABLE1919-150x150.png 150w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/figure><\/div>\n\n\n\n<div class=\"button-cta vertical\"><a href=\"https:\/\/www.postable.com\/cards\/business\/logo-cards\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">See more cards<\/a><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Tips for Creating a Compelling Letter<\/h2>\n\n\n\n<p>Ok, so you know why and when to send a \u2018we miss your business\u2019 letter. Now, let\u2019s turn to the finer points on how to write and create a letter your clients will actually read and appreciate.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Be personal<\/h3>\n\n\n\n<p>First on our list (and arguably the most important) is to make your letter personal. You can do this by handwriting the letter yourself or using a handwritten font that looks real. If you\u2019re going with an email, obviously skip the handwritten font\u2026 Though we\u2019d strongly recommend avoiding digital and going for the real deal.&nbsp;<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><strong>Pro tip: Postable\u2019s smart fonts were created using real handwriting to give a personal touch to every message. <\/strong>\u00a0<\/p><\/blockquote>\n\n\n\n <div class=\"block-blurb\">\n    <p>Send professional, personal, and unique business greeting cards in minutes. Postable will print, address, and mail them for you. <\/p>\n    <div class=\"button-cta\"><a href=\"https:\/\/www.postable.com\/business\" target=\"\u201c_blank\u201d\" rel=\"\u201cnofollow noopener\" noopener>See Postable for Business<\/a><\/div>\n<\/div>\n\n\n\n<p>Second thing you can do to make your \u2018we miss your business\u2019 letter more personal is to address your client by their name. Avoid starting the message with\u00a0 \u2018Dear customer\u2019 (yikes). And to that point, try to avoid using \u2018I\u2019 language and stick to \u2018you\u2019 to show your client that you\u2019re less concerned with your own goals and are there to help them with theirs.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"600\" height=\"600\" src=\"https:\/\/www.postable.com\/blog\/wp-content\/uploads\/2022\/03\/POSTABLE447.png\" alt=\"\" class=\"wp-image-16794\" srcset=\"https:\/\/www.postable.com\/blog\/wp-content\/uploads\/2022\/03\/POSTABLE447.png 600w, https:\/\/www.postable.com\/blog\/wp-content\/uploads\/2022\/03\/POSTABLE447-300x300.png 300w, https:\/\/www.postable.com\/blog\/wp-content\/uploads\/2022\/03\/POSTABLE447-150x150.png 150w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/figure><\/div>\n\n\n\n<div class=\"button-cta horizontal\"><a href=\"https:\/\/www.postable.com\/cards\/business\/stationery\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">See more business stationery<\/a><\/div>\n\n\n\n<p>And finally on the personal note, you\u2019ll need to balance your company\u2019s voice with a base level of professionalism. You don\u2019t want to be so casual \u2013 even if that\u2019s your brand \u2013 that your apology sounds insincere while at the same time sounding like a robot isn\u2019t going to make them feel like you\u2019re approaching things from a human level (aka personal).&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Give them a reason to come back<\/h3>\n\n\n\n<p>Offering a discount code (that\u2019s not otherwise seen on your website for everyone else to use) is a good place to start winning back their business. If you frequently give out 15% codes, offering them a 15% code isn\u2019t going to make them feel special so keep that in mind.&nbsp;<\/p>\n\n\n\n<p>If you made a mistake and are owning up to it, a better way to win them back would be to offer to add a credit to their account. This one is particularly good because it doesn\u2019t require them to spend any more money with you to give you another try. Ease them back in.&nbsp;<\/p>\n\n\n\n<p>And finally, you can remind your customers of your unique selling point. If there\u2019s something you offer that most of your competitors do not, you can point that out (though don\u2019t stop there).<\/p>\n\n\n\n <div class=\"block-blurb\">\n    <p>Send professional, personal, and unique business greeting cards in minutes. Postable will print, address, and mail them for you. <\/p>\n    <div class=\"button-cta\"><a href=\"https:\/\/www.postable.com\/business\" target=\"\u201c_blank\u201d\" rel=\"\u201cnofollow noopener\" noopener>See Postable for Business<\/a><\/div>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Make your letter unique with details<\/h3>\n\n\n\n<p>If you\u2019re writing an apology letter, include details on how you\u2019ve addressed their specific problem. You need to show them that you\u2019ve taken real actionable steps to prevent the mishap from repeating in the future.&nbsp;<\/p>\n\n\n\n<p>If you\u2019re just re-engaging, include details on the types of services relevant to their needs. Don\u2019t talk about new products that have nothing to do with their past purchases.&nbsp;<\/p>\n\n\n\n<p>And finally, provide your clients with a clear call to action: how do they contact you and what is it you want them to do next? If you want to offer them a discount, give them a code and direct them where to use it. If you\u2019d like them to respond to your letter, make sure to provide them with your contact information. This is especially important if you\u2019re seeking more information about their reasons for leaving.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Don\u2019t wait!<\/h3>\n\n\n\n<p>We\u2019ve said this before, but it\u2019s definitely worth repeating: do not wait to send a \u2018we miss your business\u2019 letter. Sending these letters in a timely manner is of utmost importance. If you wait too long, it tells the client that you aren\u2019t paying attention.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u201cWe Miss Your Business\u201d Letter Examples<\/h2>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>Dear Samantha,\u00a0<\/p><p>Your business and connection to [Vandalay Industries] is important to us. According to our records, we haven\u2019t had the pleasure of providing our services in some time. We always strive to be the best partner in business for our clients and hope to continue assisting you with your needs. If there\u2019s anything about our service or products that you feel should be brought to our attention, please let us know. We would be happy to address your concerns.\u00a0<\/p><p>Best,<br>John Wick<br>Jwick@vandalayInc.com<\/p><\/blockquote>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>Dear Mathew,<\/p><p>A mistake was made on your last order and I wanted to reach out and offer an apology on behalf of our entire team. We always want you to be satisfied with the service you receive and want to make this right asap. Your account manager has already reached out with a few optional solutions to the problem as well as an outline to the steps we\u2019ve taken to prevent the problem from arising in the future, but I wanted to personally let you know your account has been credited fully for your last order so this one is completely on us.\u00a0\u00a0<\/p><p>We know the last two years have been a whirlwind of uncertainty and we are so grateful for your continued business. Your loyalty and connection to [Vandalay Industries] allows us to thrive and provide support to customers like you. Please feel free to let me know if there is anything else that we can do to make this right for you.\u00a0<\/p><p>Best,<br>Christine Rosh<br>Sr. Manager, Vandalay Industries<br>CRosh@VandalayInc.com\u00a0<\/p><\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\">Send personalized handwritten \u201cWe Miss Your Business\u201d cards in minutes.<\/h2>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"600\" height=\"600\" src=\"https:\/\/www.postable.com\/blog\/wp-content\/uploads\/2022\/03\/POSTABLE444.png\" alt=\"\" class=\"wp-image-16795\" srcset=\"https:\/\/www.postable.com\/blog\/wp-content\/uploads\/2022\/03\/POSTABLE444.png 600w, https:\/\/www.postable.com\/blog\/wp-content\/uploads\/2022\/03\/POSTABLE444-300x300.png 300w, https:\/\/www.postable.com\/blog\/wp-content\/uploads\/2022\/03\/POSTABLE444-150x150.png 150w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/figure><\/div>\n\n\n\n<div class=\"button-cta horizontal\"><a href=\"https:\/\/www.postable.com\/cards\/business\/stationery\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">See more business stationery<\/a><\/div>\n\n\n\n<p>Another option would be to send your clients a \u2018we miss your business\u2019 card. Same sentiment, but a more unique and warm approach. They\u2019re also more likely to actually read the card vs. if you send an email or a simple letter (how many of those do we all already get on a day-to-day basis). If your clients receive a lovely greeting card with a sincere apology or a sincere message acquiring about their absence, they\u2019re more likely to feel connected to your business. This is especially important for online businesses where there is no face-to-face interaction and building a relationship is trickier.<\/p>\n\n\n\n<p>To make things even better, you can mail your \u2018we miss your business\u2019 cards in minutes with Postable. Just customize the card you\u2019d like to use, type your message (using any one of Postable\u2019s handwritten fonts) and click send. Postable will print, address, and mail the cards for you.&nbsp;<\/p>\n\n\n\n<p>Add your logo to the front of the card or upload a photo of your team to make it even more personal. Whatever design you choose, sending a card will be a lovely touch.<\/p>\n\n\n\n <div class=\"block-blurb\">\n    <p>Send professional, personal, and unique business greeting cards in minutes. Postable will print, address, and mail them for you. <\/p>\n    <div class=\"button-cta\"><a href=\"https:\/\/www.postable.com\/business\" target=\"\u201c_blank\u201d\" rel=\"\u201cnofollow noopener\" noopener>See Postable for Business<\/a><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>\u2018We miss your business\u2019 letters should be part of every customer retention strategy. Acquiring customers is no small task \u2013 one that your company has likely invested a great deal of resources into developing. And according to the Harvard Business Review \u201cacquiring a new customer is anywhere from five to 25 times more expensive than [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_stopmodifiedupdate":false,"_modified_date":"","footnotes":""},"categories":[1],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.7 (Yoast SEO v22.7) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Retain Your Clients With a &#039;We Miss Your Business&#039; Letter | Postable<\/title>\n<meta name=\"description\" content=\"Make sure a &#039;we miss your business&#039; letter plays a role in your customer retention strategy. 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