Losing customers hurts. A “win back” letter tries to bring them back. You might need one if sales are down. Or, maybe you noticed a drop in repeat business.
Want to write a great win-back letter? We can help. This article gives you samples and templates.
We make it easy. Just pick a sample, tweak it, and send!
Sample Letter To Win Back Old Customers
## Sample Letter To Win Back Old Customers
[Your Company Letterhead]
[Date]
[Customer Name]
[Customer Address]
**Subject: We Miss You! Here’s a Special Offer Just For You**
Dear [Customer Name],
We noticed you haven’t shopped with us in a while, and we wanted to reach out. We value your past business and appreciate you choosing [Your Company Name].
Perhaps we didn’t meet your expectations, or maybe your needs have changed. Whatever the reason, we’d love the opportunity to earn back your trust.
We’ve been working hard to improve our [Mention specific area, e.g., product selection, customer service, website experience]. We now offer [Mention a new product, service, or feature].
As a special welcome back, we’d like to offer you [Specific offer, e.g., 20% off your next purchase, free shipping, a complimentary gift] when you use the code WELCOMEBACK at checkout. This offer is valid until [Date].
We hope you’ll give us another chance to show you why so many customers choose [Your Company Name].
If you have any questions or feedback, please don’t hesitate to contact us at [Phone Number] or [Email Address].
Sincerely,
The Team at [Your Company Name]
How to Write Letter To Win Back Old Customers
Subject Line: Pique Their Interest
- Personalization is paramount. Use their name if possible.
- Evoke a sense of nostalgia; reference your past relationship.
- Examples: “We Miss You, [Customer Name]!” or “[Company Name] Has an Offer Just For You.” Avoid generic platitudes.
Salutation: A Warm Overture
- Opt for “Dear [Customer Name],” It’s personable yet professional.
- If unsure of their name, “Dear Valued Customer,” is a suitable alternative—but it’s less impactful.
- Avoid overly formal greetings like; “To Whom It May Concern,” it’s too impersonal.
Express Sincere Regret
- Acknowledge their departure without being overly apologetic.
- Example: “We noticed you haven’t used [service/product] recently, and we wanted to reach out.”
- Refrain from assigning blame; focus on re-establishing rapport.
Highlight What’s Changed
- Showcase improvements, new features, or updated services they might have missed.
- Be specific; detail concrete advantages.
- Example: “Since you last used our service, we’ve implemented [new feature], resulting in [quantifiable benefit].”
Offer a Compelling Incentive
- Provide an irresistible offer to entice them back.
- This could be a discount, a free trial, or an exclusive perk.
- Example: “As a valued former customer, we’d like to offer you [discount percentage] off your next purchase.”
Reiterate Your Value Proposition
- Remind them of the unique benefits you provide.
- Focus on what differentiates you from the competition.
- Example: “We’re committed to providing [unique benefit] that you won’t find elsewhere.”
Closing: A Call to Action
- End with a clear and concise call to action.
- Encourage them to visit your website, call you, or redeem their offer.
- Example: “We hope to have you back. Visit [website link] to redeem your offer, or call us at [phone number].”
- Use a cordial closing like “Sincerely,” or “Best regards,” followed by your name and title.
Frequently Asked Questions: Win-Back Letter Strategies
This section addresses common inquiries regarding the creation and implementation of effective win-back letters. These letters aim to re-engage former customers and encourage them to resume their relationship with your business.
What is the primary goal of a win-back letter?
The primary goal is to re-establish a connection with lapsed customers and persuade them to return to your business by highlighting value and addressing potential reasons for their departure.
What key elements should be included in a win-back letter?
Essential elements include a personalized greeting, acknowledgment of their past patronage, a compelling offer, a clear call to action, and contact information for easy response.
How can I personalize a win-back letter effectively?
Personalization can be achieved by referencing past purchases, addressing them by name, and tailoring the offer to their specific interests or needs based on available data.
What type of offer is most effective in a win-back letter?
Effective offers often include exclusive discounts, special promotions, or early access to new products or services, providing a tangible incentive for the customer to return.
How should I measure the success of a win-back letter campaign?
Success can be measured by tracking the response rate, the number of customers who return, and the revenue generated from those returning customers after receiving the letter.