15/10/2026
When a client leaves, is it forever?
I’ve been reading a business building book that suggested revisiting former clients and old enquiries.
My first reaction? I dismissed it.
I assumed clients had left because they didn’t like working with me or thought I was too expensive. Why would they want to hear from me again?
Then I looked through the list.
🔎 Circumstances change
Some clients had retired. Others had sold their businesses, and the new owners had their own marketing arrangements.
Those departures weren’t a judgement on our work.
One local organisation had moved to another website designer because a staff member was friends with them.
We stayed on good terms with the CEO, and I went on to build other websites for her.
When I revisited the organisation, that staff member had moved on. Their website was looking dated and cluttered, giving me a useful reason to reconnect with options to improve it.
The relationship was still there. Their circumstances had changed.
💬 Five years later, a reply in 10 minutes
Another opportunity was a website enquiry that had gone quiet during COVID. Neither of us had followed through.
There hadn’t been a falling out. The conversation had simply stopped.
After roughly five years without contact, I sent through a proposal.
He replied within 10 minutes and wanted to progress with the project.
A quiet conversation doesn’t always mean the answer is no.
🌱 This can work in any industry
For Waterfall Way Designs, it might mean a website or marketing support.
For a trades business, it could be another project. For a retailer or supplier, a past customer might have new requirements or be reviewing their options.
You won’t know unless you reopen the conversation.
🤝 Keep it friendly and useful
• Ask how they’re going.
• Acknowledge your previous work or enquiry.
• Offer something relevant to their needs now.
• Listen to why they left.
• Respect their answer.
You don’t need a hard sell or a discount. You need a worthwhile reason to get in touch.
📅 Make it part of your marketing
Review a few former clients and unfinished enquiries each month. Record the contact and outcome in your CRM so your follow-up stays personal and organised.
I nearly dismissed this approach because I assumed I knew why everyone had left.
Reopening one conversation brought a five-year-old opportunity back to life.
Whatever your business sells, someone who already knows you may still have a place in its future.
Is there a former client or old enquiry you could reconnect with?
