How to win back old customers who stopped buying, step by step by phone
Sado AI team · · 4 min read
In short
To win back an old customer, call with a concrete reason: a new product, a new price or simply the question “why did you stop ordering?”. First split the list into two or three groups by last purchase and remove anyone who asked not to be called. Pick one reason per group, start with a test batch of 100, listen to the recordings and fix the script. If they explain why they left, don’t argue: that’s useful too. An AI voice operator can make these calls in Uzbek and Russian.
When a customer becomes “old”
Every business has its own buying cycle. Water delivery, one or two weeks; a salon, one or two months; office supplies, once a month; furniture, several years. A simple rule: if twice the usual gap has passed, the customer has gone “old”.
This customer knows you, trusts you and you have their number. Calling them costs less than finding someone new. But you need a reason: “just reminding you we exist” doesn’t work.
Preparing the list
- Export from your CRM, 1C, BILLZ or Excel: name, phone, last purchase date, what they bought.
- Set aside anyone who asked not to be called and customers with an unresolved complaint. They need a different script: an apology first, then what has changed.
- Split the rest into two or three groups by last purchase date.
- Pick one reason for each group (table below).
- Call a test group of 100 first, listen to the recordings, fix the script. Then call the rest.
Which reason to call each group with
| Group | Reason for the call | Next step |
|---|---|---|
| A little past the usual gap | New product or price | An order or a catalogue |
| Hasn’t bought for a long time | “Why did you stop?” | An offer that fits the reason |
| Bought only once | How did the purchase work out? | A useful add-on product |
| Left with a complaint | Apology and what has changed | A manager’s call |
A sample call
Sado: Assalomu alaykum, this is Shohruh from Qalam Ofis. Dilshod, until spring we delivered paper and stationery to your office. Do you have two minutes?
Caller: Yes, go ahead.
Sado: Then the orders stopped. Was there something you didn’t like, or did your needs change?
Caller: To be honest, another place gave us a lower price.
Sado: I understand; thanks for telling me. We now have new wholesale prices on A4 paper and cartridges. Shall our manager send you the price list today?
Caller: Yes, let him send it, we’ll compare.
Sado: Done, I’ve passed it to the manager; he’ll send it by this evening. Thank you for your time!
The operator doesn’t criticise the competitor or argue. It found the reason, made one concrete offer and handed the next step to a manager.
What to measure
- How many were reached and how many agreed to a next step.
- How many bought within 30 days.
- Reasons for leaving: price, quality, service, no longer needed. Even without sales, this list tells you a lot about your prices and service.
- How many said “don’t call”: if many did, the reason or the list was poorly chosen.
Handing the calls to an AI operator
You upload the list as an Excel file in the portal’s Auto-calls section, or it comes from a CRM stage; our team connects 1C, BILLZ and MoySklad. One auto-call can hold up to 10,000 people. Malika or Shohruh talks with each customer in Uzbek or Russian, notes the reason and hands interested customers to a manager. More: AI outbound calls.
You pay only for talked minutes. For example, 400 people answered, 1.5 minutes on average: 600 minutes × 800 = 480,000 so‘m. More: pricing. Try it live.
Questions
May we call old customers?
You may call someone who bought from you about your services, unless they asked not to be called. Uzbekistan has a law on personal data: if in doubt, ask a lawyer.
Do we have to offer a discount?
No. Many customers simply forgot or found a more convenient place. Ask the reason first and offer a discount only if the reason is price.
How many times may we call one customer?
Once per reason, plus one or two more tries if there’s no answer. If the customer says “not needed”, make the next call months later, with a new reason.