How to Follow Up with Prospects & Clients: Be Diligent, Not Desperate.

Sales Coaching Tip

I am often asked how much is enough or too much:

• How soon should I follow-up with a prospect?
• How many phone call attempts?
• How many voice mail messages?
• How many emails?
• How many pigeons?
• How many telegraphs?
• How many smoke signals?

Well, it depends on many variables, so let’s address one of the common scenarios.

Common Scenario: You just had a meeting or presentation with a prospective client. Your client requests a proposal. Assuming you’ve qualified this opportunity and client based on need, budget, time frame and solution fit (Free B2B Qualifier). Before you leave the meeting agree to a proposal delivery due date (stick to it), and agree to a decision date. Get your clients preferred method of communication (i.e. email, phone, texting). If your client agreed to tell you NO, chances are, you won’t have to call or email them too often. We all know that things happen. People get sick, holidays, vacations, etc. So, you have to trust your instinct, be diligent, but don’t always assume the worst if you are unsuccessful in reaching them after a couple attempts. Now is the time to practice DILIGENCE and PROFESSIONAL PATIENCE.

In a situation like the one outlined above, the first and most important point to keep in mind is not trying to trick the client into saying yes. Hearing “No” is more productive than spending three months chasing the opportunity only to learn that you did not win. Top sales professionals have learned how to win fast and loose fast. They spend less time forcing unproductive opportunities and more time advancing relationships, opportunities, and sales.

How to develop an open and upfront channel of communication?

One method for developing an open and upfront communication channel with a prospect or client is to let them know that it’s okay for them to tell you NO. Saying something like, “I know you have many options, so if for some reason you don’t think we are a good fit or you just don’t like our offering, are you okay with telling me NO”? With a smile and humor say, “I don’t want to be annoying, leaving you  hundreds of voice mail messages and thousands of emails, because you are trying to be polite and don’t want to hurt my feelings. I would be most grateful if you would say NO as early as possible so we are not wasting each others time.”

How to Follow Up?

Don’t call or email everyday. Once per week is enough (no more than twice if you just feel compelled). Develop a mind-set that you have too many new prospects in line waiting to meet with you and too many clients to care for. You really don’t time to call more than once per week…maybe only once every other week.

If you call first and choose to leave a voice message, immediately send an email, “I’m sorry I missed you today. I just left you a voice message regarding…I would appreciate a reply by___”.

If you send an email first, call and say, “I just sent you an email regarding… I want to make sure it didn’t end up in your junk/spam folder. I would appreciate a reply by ____”.  

Always smile when on the phone…especially when leaving a voice message (they will hear your smile or lack thereof). Never sound impatient, rude, arrogant, annoyed, or timid, shy, soft-spoken or weak. Leave an optimistic and friendly message like you would for a close friend or your grandmother. Regarding emails carefully check your writing tone. Try to choose words and phrases that evoke images and emotions of professional gentleness and kindness, yet with a mild sense of urgency to meet upfront expectations.

I have a lot of success with getting timely replies from prospects and clients by using email subject lines to send very short “text-like” messages to ask a question or make a request. I don’t use cute texting shorthand or abbreviations. I may just insert a brief question that can easily be reviewed in their email inbox. If you need to write more, continue in the body of the email. Use clear key words such as: “Do you have time to meet next week” “Request for Information:” “Proposal Attached:” “Action Required:” “Please Review:” “Call me 400.555.1234,” etc…use your imagination.

Share your experience by leaving a comment.

If you need help implementing a program like this, consider contacting a sales consultant.

At http://www.360salesfocus.com  we have an entire integrated sales and marketing company at your disposal. How can we help you generate more business? Let's talk about making something happen for your company.

Carlos Diggs is Managing Partner at 360 Sales Focus, a full service sales and marketing consultancy. His LinkedIn profile can be viewed at www.linkedin.com/in/carlosdiggs. Reach Carlos at cdiggs@360salesfocus.com or 410.782.0360 or follow him on Twitter at www.twitter.com/360salesfocus.

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