Sometimes reaching out to past clients can feel uncomfortable. Business owners worry they’ll come off as pushy, or they assume past clients are no longer interested in their services. After all, if they stopped coming, doesn’t that mean they’ve moved on? Reaching out to past clients is not only a powerful strategy for growing your business, but it’s also part of providing great customer care. But so many business owners shy away from it because they’re afraid of being a bother or feel it’s awkward.
What’s important to remember here is that clients leave for all sorts of reasons, and often it has nothing to do with you or your services. Life happens, commitments change, and sometimes people just fall out of the routine. It’s not that they don’t value what you offer, but they might need a friendly little nudge to remind them of the benefits you provide. By keeping the door open (metaphorically speaking), you’re making it easier for them to come back when they’re ready, without feeling embarrassed or awkward.
When clients leave or stop showing up, it’s easy to jump to conclusions:
– “Maybe they didn’t like what I offered.”
– “They probably found someone else.”
– “I don’t want to bother them if they’ve moved on.”
– “Perhaps they didn’t like me.”
These thoughts can create a mental block, preventing you from following up with past clients. As stated earlier, clients often stop working with you for reasons that have nothing to do with you or your services. Perhaps they experienced a temporary financial issue, or they faced a personal challenge that pulled them away from focusing on their health or wellbeing. They might have been happy with the progress they made but got busy and never reconnected.
What you need to remember the next time you worry about re-engaging past clients:
Reaching out to check on them isn’t bothersome; it’s thoughtful.
It shows you genuinely care about their wellbeing and progress. They may even be waiting for a sign that it’s okay to come back without feeling awkward about having left in the first place.
So perhaps you’re starting to warm to the idea of getting in touch with past clients but a part of you is still doubting it. Here’s a few more reasons (pieces of evidence for your ego) for you:
- Past clients already know you.
They’re familiar with your business, your approach, and your personality. This means you don’t have to spend time building “know, like and trust” from scratch – they already “know, like and trust” you. Reaching out to them is much easier than attracting a brand-new client.
- They might still need help.
Just because they stopped working with you doesn’t mean their problem is solved. Perhaps they took a break or thought they could maintain their progress on their own, but now realise they need more support. By checking in, you’re reminding them that you’re there if they need help again.
- They might be embarrassed to come back.
People are often embarrassed to return after stopping their sessions, whether because they feel like they’ve “failed” or they’re ashamed of losing progress. By taking the initiative, you’re giving them an easy way back without having to make the first move themselves.
- It shows you care.
When you reach out to past clients, it shows you’re not just focused on making money – you’re genuinely interested in their wellbeing and progress. This kind of follow-up builds loyalty and can turn a past client into a returning one. A simple text saying, “How are you doing? How’s the knee? Is it still behaving itself?” can be enough to re-connect and start the conversation around coming back.
- It’s a source of referrals.
Even if a past client doesn’t need your services anymore, they could still refer friends, family or colleagues to you. Keeping in touch reminds them of your expertise and makes it more likely that they’ll recommend you to others.
The above reasons may be enough for a part of you to be on board with the idea of re-engaging past clients but another part of you may still be fearful and that’s ok. Here are a few pointers to help you feel a little more at ease and to help you reframe the process for you:
- Remember that it’s about them, not you. Reaching out is about their progress and wellbeing, not about trying to sell them something. Frame your message around checking in to see how they’re doing, not pushing them to buy more sessions.
- When you reach out, keep it relaxed and conversational. Something as simple as, “Hi, I was thinking about you the other day and wanted to see how things are going” can go a long way. Let them know the door is always open if they ever want to get back into it, but don’t make them feel pressured.
- You could say something like, “I know life gets busy, and it can be hard to stick to routines. I’m here if you ever need support getting back on track.” Acknowledging that life happens shows empathy and reminds them that taking a break is normal. Past clients can feel such shame about breaking their routine and a simple message such as this can be enough to lift the heaviness of shame so they can move forward.
- Sending updates about your business, sharing tips or advice that you think might be useful to them, or simply checking in to say hello means you stay on their radar without being pushy. This keeps the relationship alive without making them feel like you’re constantly trying to sell.
- When you reach out, offer something of value – like a free workshop, a special offer for returning clients, or even just some useful tips they can implement on their own. This gives them a reason to re-engage without feeling like they’re being sold to.
In Conclusion…
Re-engaging past clients isn’t about being pushy or annoying – it’s about showing genuine care and keeping the door open for them to return when they’re ready. By overcoming the fear of reaching out, you can strengthen your relationships, improve client loyalty, reduce your marketing costs, improve referral rates AND have greater success which in turn means making more money.
Until next time,
Best wishes
Philippa x