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The week we lost 12 clients after one bad email
Back in March, a subcontractor mistake on our invoice template went out to the whole CRM list. It showed a past due balance of $4,800 on every account, even our long-standing clients in Austin. We spent the next five days on damage control calls, and 12 of them left for a competitor who sent a cleaner apology. Has anyone else had a single error nuke their retention, or was this just our luck?
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julia5492mo ago
Oh man, that is brutal. I feel for you. We had something similar happen when our payment link got messed up and sent everyone to a 404 page for like three days. It was a total mess. What honestly saved us was being super upfront about what went wrong, not just saying sorry but literally walking them through the fix step by step. I also made a personal call to our top 10 accounts that week, not a form email, just talking it out and letting them vent. Some folks still left, but the ones who stayed actually said they trusted us more after that. Maybe try that with your longer term clients, sometimes the personal touch does more than any apology template.
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