3 Things That Make Customers Leave (And Never Come Back)

The Silent Exit

Customers rarely tell you why they leave. They just... stop buying.

The 3 Customer Killers

1. Not Following Up on Orders

Customer inquires → You quote → Silence.

What you should do: Follow up within 24-48 hours.

"Hi, just checking if you had any questions about the [product]?"

80% of sales require 5+ follow-ups. Most sellers stop after 1.

2. Late Delivery

You promised Tuesday. It arrived Thursday.

The customer doesn't care why. They only know you didn't deliver.

The Fix:

• Under-promise, over-deliver
• Communicate proactively when delays happen
• Track your delivery performance

3. Not Knowing Your Customers

Every customer is "another order" to you.

Why It Matters: People buy from people who know them.

Keep a note of regular customers' preferences. Remember their name.

Product Quality Isn't Enough

You can have the best product. But if you don't follow up, deliver late, and treat customers like strangers—they'll find someone else.

The Numbers

Keeping a customer costs 5x less than getting a new one.

A customer who buys 12 times a year at ₦10,000 = ₦120,000/year

Lose them = Lose ₦120,000.

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