Atgūt klientu, kurš pārstāja pirkt

Kad izmantot

A customer who used to buy has stopped, and the account is worth recovering. Not for a live account whose offer is being chased — use sales.follow-up-offer. Not for a first-time deal that was lost before it ever started — use sales.lost-deal-review. If the dormancy was found in the routine account review, start there and continue with this playbook.

Pirms sāc

• The dormancy rule is applied: this customer genuinely qualifies (no orders, no open offers, no active project).
• The order history and the last correspondence are pulled — the agent does this in S1, the owner does not decide blind.
• It is known who owns the relationship today. If the account manager has left the company, say so in the note.

Ko izpilde pieprasa2

Ceļš8 soļi

1. S1

   Build the pictureaģents

   Read the order history (what, when, volume, margin) and search the mail for the last exchange with this customer.

   Izdarīts, kad the customer record holds a short factual summary: last order date, last contact date, what changed around then (price change, delivery problem, staff change on either side, silence).

2. S2

   Form the hypotheses for why they stoppedaģents

   Write the two or three most likely reasons the history supports, each with the evidence for it.

   Izdarīts, kad each hypothesis names its evidence, and the strongest one is marked.

   ⛔ "No reason found" is not a hypothesis — if the history shows nothing, the hypothesis is "we do not know; ask them".

3. S3

   Check the account is worth pursuingaģents

   Compute the typical annual value and margin from past orders, and note any known reasons against (unpaid invoices, an open complaint, a founder who asked never to be contacted again).

   Izdarīts, kad the owner sees a number and a clear pursue / do-not-pursue recommendation.

4. S4

   Decide the approachīpašnieksvajag apstiprinājumu · īpašnieks

   Apstiprinājums · S4 · īpašnieks — izpilde apstājas, līdz nosaukts cilvēks ieraksta lēmumu

   Choose: pursue now, park with a next-contact date, or do not contact. If pursuing, choose the angle — new product, changed terms, an apology for a known failure, or simply asking why.

   Izdarīts, kad the decision and the angle are recorded on the customer record.

5. S5

   Prepare the outreachaģents

   Draft the message: one paragraph naming the relationship factually, one question or one concrete offer. If an offer is included, attach the margin calculation — a discount is only prepared with the margin shown. Check the recipient is still at the company; if the contact has left, find their successor, not a dead mailbox.

   Izdarīts, kad the draft, the recipient and the margin note (if any) exist on the record.

6. S6

   Approve the outreachīpašnieksvajag apstiprinājumu · īpašnieks

   Apstiprinājums · S6 · īpašnieks — izpilde apstājas, līdz nosaukts cilvēks ieraksta lēmumu

   Read the draft. Change it or send it as is.

   Izdarīts, kad the owner has approved the exact text and recipient. The agent then sends it.

7. S7

   Follow up on silenceaģents

   If no reply in 7 days, send one short follow-up. If still no reply in another 7 days, stop and park.

   Izdarīts, kad either a reply exists or the account is parked with a next-contact date and the reason.

8. S8

   Record the outcome and hand backaģents

   Write the outcome on the customer record: returned to buying / declined, with reason / no answer, parked until <date>. If they returned, create the follow-up task for the first new order. If they declined with a reason the company should fix, add a task pointing at the right playbook (price → money.price-increase context; complaint → ops.customer-complaint).

   Izdarīts, kad the owner has received a three-line summary: what happened, why, what is next.

Pārbaudes — kā zinām, ka izdevās

• The reason recorded is supported by evidence in S2, or is explicitly marked "asked the customer, they said: …".
• Any discount or concession in the outreach has a margin note the owner saw before S6.
• The customer received at most two unsolicited messages in this run (initial + one follow-up).
• The outcome is one of the three named in S8 — no account is left "in progress" without a next-contact date.
• The reply history (sent messages and any replies) is linked on the customer record.

Ja noiet greizi

Ko atstāj katrs solis

1. S1the customer record holds a short factual summary: last order date, last contact date, what changed around then (price change, delivery problem, staff change on either side, silence).
2. S2each hypothesis names its evidence, and the strongest one is marked.
3. S3the owner sees a number and a clear pursue / do-not-pursue recommendation.
4. S4the decision and the angle are recorded on the customer record.
5. S5the draft, the recipient and the margin note (if any) exist on the record.
6. S6the owner has approved the exact text and recipient. The agent then sends it.
7. S7either a reply exists or the account is parked with a next-contact date and the reason.
8. S8the owner has received a three-line summary: what happened, why, what is next.

Ko saglabāt

The S1 summary · the S2 hypotheses with evidence · the owner's S4 decision · the exact sent text and date · replies · the margin note for any offer · the S8 outcome and next-contact date.

Kā šī procedūra uzlabojas

After every 10 runs ask: how many dormant accounts were contacted within 14 days of the trigger, and what delayed the rest? Did the strongest S2 hypothesis match what the customer actually said? What share of parked accounts ever returned, and is the park duration right? A new version changes the step that caused the delay or the miss, and says so in its change note.