How can I win back past clients who didn't return this year?
Clients who drift away often haven't chosen another firm yet. A timely, personal message brings many back.
- Some clients never sent documents this year.
- How do we ask why without being awkward?
- Can we email old clients?
Compare this year's client list with last year's to find who hasn't engaged, then send a short personal check-in before the deadline. For those who left, ask briefly why and offer what fits, such as a simpler process or a different service. Check consent first: under CASL, implied consent from a past engagement generally lasts two years.
Find them early
Run the comparison in late February, not in May. Automation can flag clients with no documents and no portal activity, and start a check-in sequence.
Ask, then offer
| Step | What |
|---|---|
| Check-in | "We haven't received your documents yet. Can we help?" |
| Reason | One-question survey if they've moved on |
| Offer | Fix the reason: process, price or service |
| Stop | Respect their choice and record it |
How we look at it at ShoutEx
We set up the comparison, the check-in sequence and the feedback form, and use the reasons to improve onboarding and pricing. Direct mail works well for older contacts you can't email.
- Noticing lost clients in May.
- Emailing contacts without consent.
- Discounts as the only offer.
- Ignoring why clients left.
- Check-ins before the deadline.
- A short reason survey.
- Offers that fix the reason.
- Consent checked before sending.
What accountants and regulators say
Here is what practitioners and regulators say.
Implied consent from an existing business relationship is generally limited to two years.
Read the CRTC FAQ →Preparers discuss clients who don't return and whether to reach out.
Browse the threads →Firm owners share why clients leave, often responsiveness rather than price.
Browse the threads →Community summaries describe recurring themes in public threads, not individual posts. Vendor pages describe vendor claims, so test them on your own calls.
Read next
Go deeper in the ShoutEx guides, or check the sources behind this answer.
We'll set up check-ins and win-back offers.
Book a call →Follow-up questions
Should we offer a discount?
Only if price was the reason. Fixing the process is often more effective.
Can we text past clients?
Within consent rules. Keep it short and personal.
Should a partner call?
For valuable business clients, yes.