Should I stop contacting a customer who isn't responding to my emails or phone calls?
Two months ago, we sent our response to a bid. I've been trying to get feedback and follow up with the customer, but they have gone silent. I've tried reaching them by email and phone. How long should we continue to try to get in touch with the customer?
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Aug 27, 2019
Enrique -
I have always maintained the business philosophy: A no is never a no. It's a reason to knock on the door again but in a different way. Then I transition to an outside-the-box approach.
Did the customer actually decline the bid? If not, you haven't actually received a no. If you submitted a bid - the potential client has a pain point that needs resolution. YOU and your company can provide the solution to alleviate the pain.
I wouldn't suggest sending a follow-up email with the subject "follow up." Create something catchy that explains why you're the best option. Send a gift basket with a "we can resolve your issue" message attached. Send a calendar invite for a lunch date on a specific day. S/He will hopefully accept or decline.
The best way is to ASK how you can deliver. If you lost out to a competitor, ask what they were able to provide that you couldn't. Then request that he keep you in mind for the next time. Always keep the door opened.
Aug 24, 2019
Enrique,
It sounds like you made the customer an offer that he or she could not refuse. In doing so, you left all of the decisions up to that person. Well, what happened to the offer? When you are contacting the customer continuously, you are only selling yourself and your business according to that bid. Have you considered negotiation tactics to sweeten the deal? The customer should know that you care and is sincerely interested in their business end.
Aug 14, 2019
There isn't a standard answer to your query; it can vary depending on industry norms.
In our digital solutions company, whenever this has happened, we've taken it as a sign to change strategies.
Continuously reaching someone with nothing different to say, or no additional value to add can drive customers away.
That said, I think three months are enough to assess how effective your content and marketing strategies are.
So in short, continue reaching them, but make sure you bring something new to the table. Don't be redundant. And if that can't be done, then give it about 2-3 months.
Aug 13, 2019
No, you should not. Sometimes customers are away for holidays or taking time off, especially in the summer.
Aug 13, 2019
When sales prospects stop taking your calls, replying to your sales emails and stop returning your voicemails, it’s never a good sign. It probably means one of the following:
-Your prospect doesn’t have enough budget.
-Your prospect is too busy with higher priority projects.
-They are working on this project with a competitor.
-You’re working with a non-decision maker and the opportunity was never identified as a priority with the actual decision-makers.
-Your prospect has a difficult time with conflict and saying no is hard for them.
Once you are sure that they are not interested, use your marketing team to send your client something interesting and of value (not just advertisements) every month or quarter in a follow-up email or drip campaign. This will help to keep you top of mind for when the time is right for them to make a decision, or go looking for a supplier.