The sales process · After the order
The customers who stopped buying are still in your books, and nobody has rung them.
Winning back dormant customers starts with a list of everybody who bought from you and then stopped. The work is sorting that list into the accounts worth a call, asking them honestly why they went, and leaving the rest alone. GullySales runs the reactivation once the list is out of your books.
In one paragraph
Winning back dormant customers starts with a list of everybody who bought from you and then stopped. The work is sorting that list into the accounts worth a call, asking them honestly why they went, and leaving the rest alone. GullySales runs the reactivation once the list is out of your books.
Your accounting package already holds the list. Ask it for every customer with a sale in the year before last and nothing since, then export that to a spreadsheet. In Tally, Busy or Zoho Books it is a ledger report and half a morning of somebody's time. It comes back longer than the owner guessed, every time.
Two things stop it happening. It is nobody's job, and reading the list feels like an admission. Forty names on a page, each one a customer you had and lost without noticing, makes for an uncomfortable morning.
Then comes the part everybody avoids. You have to ring and ask why they stopped, and let the answer be whatever it is. Some of it will be dull: the buyer moved, the project finished, the unit shifted to Hosur. The rest is about you, and whoever caused it should not make the call.
The step before this asks your pleased customers for an introduction. This is the opposite conversation, with people who never complained and simply left. What comes back belongs in the sales review that follows this stage, because the same three reasons keep turning up.
Where this sits
Stage 9 of 10, after the order. Handing the customer to whoever delivers, then earning the second order and the referral.
- The stage before
- Sales closure
- The stage after
- Running the process
If you want this done for you
Win back the customers who stopped ordering and were never asked why.
The work
What this step is actually like.
“What dormant means in your trade”
There is no standard gap, so set one and write it down. A tyre dealer whose customers come twice a year treats six months of silence as dormant. An architect whose clients build once in a decade cannot use the word at all. Pick the silence that would worry you, then agree it with whoever knows the customers, who is rarely the person keeping the ledger.
“The question, and then the silence”
This is not a we miss you message sent to a list. It is the owner ringing: I see you have not ordered since the batch before Diwali last year, and I wanted to know what happened. Then stop talking and let it be awkward for a moment. The first answer is polite. The second one is true.
“The ones to leave alone”
Not every dormant customer is worth a call. The account that needed three reminders for every payment was expensive, not lost. A customer whose plant has closed is a fact rather than an opportunity. The buyer who moved to a cheaper grade and is content with it will cost you a price cut and nothing else.
“The offer that insults the customers who stayed”
A discount for the ones who left is a lesson for the ones who stayed. In a trade where buyers know each other, it reaches them inside a week. If you must give something, give what is not price: first refusal on the new batch, a visit from the engineer, a trial of the new grade.
What we do
What you end up with.
The artefacts this step produces, what each one is for, and how you know it is finished.
The dormant list
Columns: the customer, the last order date, the gap in months, what they used to buy. Then the total they were billed, who dealt with them, and a status column you fill as you call. Sort it by what they were worth, not by how well you remember them.
Result: The account worth most is called first, and none of them is called twice.
The reason column, in their words
One line per call, written the way the customer said it. Price went up in April. Your man stopped coming. We asked for a quotation twice and heard nothing. Do not turn it into a category.
Result: You find out what is losing customers while it is still happening.
The terms, decided before you dial
What you will and will not concede, agreed between the owner and whoever prices the work. Put it in one line at the top of the sheet. Anything beyond it goes back to the owner.
Result: Nobody buys a customer back at a price you would not repeat.
The note to the sales review
The reasons that came up more than once in the first twenty calls, written up with the dates and the names beside them. It is a page, and it goes to the monthly review.
Result: The reasons customers left reach the people who can change them.
Why us
Why owners pick GullySales over an agency.
Marketing and sales, as one job
Most agencies stop at the enquiry. We also fix what happens after it: the reply, the follow-up, the quote and the CRM.
The person on the first call does the work
No account managers in between. You are never handed to someone you have not met.
A baseline before anything starts
Your numbers are written down on day one, so every monthly report compares against something honest.
The fee in writing, split three ways
Our time, your media spend and production on separate lines. You always see what goes to us.
No lock-in, no guarantees we cannot keep
Three to six months at a time. We never promise a ranking or a lead count, because nobody controls those.
One office, and we say so
Nagarbhavi, Bengaluru. We work across India by call and WhatsApp and travel when a session needs to be in person.
#257, 3rd floor, Sri Nanjundeshwara Complex, Nagarbhavi 8th Block, Outer Ring Road. How we work.
The offer
Start with a free audit of how you sell.
It is useful on its own, whether or not you hire us.
What you receive
- A 90-minute call with the person who will do the work
- A written, scored report on the six places orders leak, within a few working days
- Every fix ranked by what it returns and what it costs
- The one thing to do first, and why
- An honest line on whether you need outside help at all
- If you do, the scope and the fee in writing
No invoice. No obligation. No sales script.
FAQ
Questions owners ask before they call.
Not here? More answers, or ask on WhatsApp.
How far back should we go?
Who should make these calls?
What if they stopped because of something we did?
How do we know it is worth doing at all?
How much does it cost?
How long is the contract?
How soon will we see results?
Who will actually do the work?
What do you need from us?
Where to go next
The work that carries this step further.
The rest of after the order
Or read the whole sales process in order.