Winning Back Lost Clients
Aims
Goal: re-open the door with a client who left — a no-pitch win-back call and email that own the past, show what's changed, and offer a low-risk way back.
The lesson, stage by stage
- Warm up5 min
Warm-up: The client who left
2 warm-up questions
- Reading10 min
Reading: What a lost client is judging
Read a 187-word text about What a lost client is judging
- Vocabulary8 min
Vocabulary: Win-Back & Re-Engagement Vocabulary
7 items
- Framework6 min
Framework: The Four-Move Win-Back
The Four-Move Win-Back, 4 steps
- Reading10 min
Reading: Model win-back messages
Read a 384-word text about Model win-back messages
- Practice7 min
Practice: Match Win-Back Strategies to Situations
Matching exercise, 5 items
- Practice7 min
Practice: Build Win-Back Sentences
Word-ordering exercise, 5 items
- Practice7 min
Practice: Fix the Win-Back Email
Error-correction exercise, 5 items
- Dialogue10 min
Dialogue: Reaching Out to a Former Client
Role-play: You're contacting a former client who cancelled their contract three months ago due to service issues. Your goal is to understand their experience, share improvements, and explore re-engagement. (11 lines)
- Discussion10 min
Discussion: Your mission: the win-back call
3 discussion questions
Open the full lesson
The remaining 9 stages of this lesson, with the procedure, the examples and the exercises, are included with Starter, along with the interactive version you can teach from. Lesson 1 of this course is free: the full plan is on this site, and a free account opens it in the interactive player.
Target vocabulary
In a Tuton account these words become your student's vocabulary deck, so they come back in practice between lessons.
This plan comes from the Sales & Client Relations course in the Tuton library. Browse all free lesson plans.