Lost Sale Feedback and Action Plan

That sale you just lost could be the best thing that ever happened!

Turn lost sales into multiple wins by really understanding why you lost and multiplying your success rate.

So you’ve lost a big opportunity. That’s bad enough but if you don’t know exactly why you lost you may be destined to repeat the same mistakes over and over again

You could ask your client directly but it is not likely to glean the real reason for the loss. You’ll probably just get “you were a close second”, “there was not much in it”, “the others were a bit cheaper”. Not useful at all.

Why? They want to be polite and don’t want confrontation. However, a client will divulge information to a skilled 3rd party that they simply would not tell you.

Hiring an independent 3rd party professional business research and strategy consultant will help you uncover the REAL reasons. Use that information to make changes to your business and you can stem the tide of lost business and turn it into wins.

Using this service will enable you to differentiate your business and increase your chances of winning the next pitch.

You will get the following ‘mini strategy’ from this process.


  1. Key Recommendations for action
  2. Key underlying issues and strategies to address them
  3. Summary of findings
  4. Verbatim answers to a detailed depth questionnaire developed and tailored with you


  1. Initial briefing with yourself (client)- 1 hour
  2. Depth interview with lost client (1-2 hours face to face or telephone)
  3. Face to face debrief with strategic recommendations- 1-2 hours

Turning recommendations into action (options):

  1. A written marketing concept-break down of your offer/ key meaningful benefits in customer speak which demonstrates competitive added value to your clients
  2. Tailored Business Development/Sales protocol that should quadruple your success rate
  3. Training and role play with written scripts to perfect its delivery for the next specific/general pitch


Next Steps

Client Testimonials

Hear from clients who have used our services.

Joanna Thomas

Within days of implementing CustomerGauge we began uncovering our areas of strength and opportunities to improve our services to customers.

Jeff McLean

I know one of the Managing Directors, who is in his late 50s, said when we put CustomerGauge in his business: it’s the single most transformational thing he’s ever seen in his 30 years in leadership.

Bernice McLeod

Every change that we want, or any idea that we have, we can talk to Genroe and they will make it happen or do something to make it happen to the same effect.

Sam Riley

They stay there, they understand the business and then we get the benefit of all of their experience and they are specialist.

John Moss

So, for me, it’s around the continued relationship and drive to improve our client loyalty, and just the sheer knowledge and experience in the Genroe team.

Michael Bray

Michael Bray

Genroe’s ability to be hands on with all areas of our business, guide each area of our business through the steps of introducing NPS into our BAU through outstanding communication, was their greatest strength.

David Schekoske

Absolutely have loved working with Genroe & the CustomerGauge team. They have been very supportive, above and beyond compared to any other business I have ever worked with

Michael McGough

I had a proposal which I needed to present to the CEO of our group, who without speaking with Adam or anyone at Genroe said, “How long did you guys talk this is super detailed, this is exactly what we need, go ahead”.

Angela Jones-Blayney

Reports produced by Genroe are of superior quality enabling the business to critically analyse its position to ensure decision making is sound and based on best practice data.

Renee Farnham

Genroe, has added value to our business by truly seeking to understand our needs and providing us with tangible practical solutions – always!

Craig Scowen

[Genroe] have provided a sound platform for Wolters Kluwer to develop a world class customer experience program, the project is already delivering results and we fully expect this to continue into the future.

Peter Perla

If you are passionate about delivering a best in class customer experience then unreservedly, I recommend you partner with Genroe and CustomerGauge.

Mark Burgess

The Genroe team helped us develop the strategy, systems and execution to go to market. Genroe are a very professional and supportive partner. The methods, systems and project management practices all work well to keep the project on-track.

Russell Evans

A combination of street smarts as well as just an academic understanding of what NPS is all about. Genroe are passionate about it.

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