When leads go quiet; how to keep customers engaged.

It is frustrating. A customer reaches out, you pay to connect with them, you respond, then silence. You’re then left wondering if they hired someone else, if they postponed the project, or maybe their circumstances changed, and this project is no longer on the top of their to-do list. Whatever the reason, we know it is beyond annoying for you. While there is no way to stop this from happening altogether, there are a few things you can do to help.

Be quick to reply & follow-up.

The faster you reply to a customer’s message, the more likely they are to respond to you. Try and get back to customers within a couple of minutes. Still nothing? Send a follow up later that day or even the following day. Often having multiple touchpoints with customers helps keep your business (and their project) in front of mind. A great way to improve your response time is by using either our iOS or Android apps. Not sure about what to say in a follow up beyond “are you still there?”? Read on for constructive responses that can deliver results.

Give them a reason to reply.

Customers don’t want to be “sold” or feel pressured in any way. Confronting questions like “Is this project still happening?” or “When can I come over for a site visit?” may put customers off from continuing the project or working with you. Instead, offer some benefit in continuing the conversation. For example, a wedding photographer could say: 

“Hi again! I know how hectic it can be to plan a wedding. So many things to consider and decisions to be made all while keeping in mind that it is getting closer and closer every day. I’d be happy to answer any questions you have around hiring a photographer and what you should look for. I’m free this morning if you want to have a quick call.”

Give some quick pointers

For many customers, it is their first time hiring someone for ‘that’ particular service. As a result, offering these “new” customers some quick pointers is a great way of building trust. Couple that with a quick call-to-action could help to progress the conversation. For example, a Painter-Decorator could reply with:

“Hi Sam, Did you know that obstructing furniture may affect the amount of time a Painter/Decorator needs to complete the job? That, and other “hidden” factors can impact the total cost of your project and you deserve to know the full cost upfront. I’d be happy to answer any of your questions, so give me a call!”

Always leave a good impression.

Some customers may take a while to make a hiring decision. Although they may not be ready to hire today, it doesn’t mean that they won’t be later down the road. Those customers remember pros that took the time to send informative and helpful follow-ups. And it is those professionals, that customers will reach out to first.

Know when to move on.

It’s easy to focus on that one that got away, but if you’ve exhausted the suggestions above and still don’t hear back, it’s probably time to move on. Your time is valuable. Spending more time on unresponsive leads, after a couple of days, is unlikely to deliver a return on that time. Get back to reviewing incoming leads, continuing conversations with other prospects, and closing other sales.