Stand Up - Stand Out: 12 Ways to Get Your Prospects to Call You Back

>your call in a couple of days, keep calling, and gently
remind them of your mutual agreement.
No matter how persuasive, compelling or brilliant you7. Keep track of who hasn’t answered.
may be, it’s difficult to build a relationship withDocument each call or email in your CRM, so you can
a prospect if you can’t get them to call youremember when you last spoke with, left a message
back.for or sent an email to a client. You can then bring up
Most sales people use boring, outdated voice andthose dates in a subsequent message, such as:
email methods, which leave them sounding just like“When we last emailed on Feb 1st, we agreed
every other sales person in the world. If you want tothat I would…”
get more return calls from your clients, then you8. Separate the facts from your imagination.
have to do something different from everyone elseTry to find out what’s really going on, rather
out there — you have to stand out, bethan what you simply think or assume is happening.
likeable, and actively deserve a return call.The following 3-step voice mail strategy works
Here are 12 of the best ideas we’ve found tobecause it increases your chances of getting a return
help you stand up, stand out and make your clientscall, and it always gets you to the truth:
want to return your calls:VOICE MAIL #1: “Mr. X, this is John Doe from ABC
1. The fine line between persistence and stalking.Company. Paul Smith suggested I call you
I rarely ever give up. That being said, I don’tbecause… Sorry I missed you today, but I'll try to
call my prospects twice a day, either.reach you again on DATE and TIME.”
The trick is to call consistently, and if you leave aMake sure your tone is soft, non-threatening and
message, tell the customer precisely when you willfriendly. You don't want to sound like a radio ad for a
call them back — and then stick to it. I usuallyfurniture liquidator. Plus, it's critical that you do call
say something like: “If I don’t hear fromback on the date and time that you say.
you by March 15th, I’ll call you back on theVOICE MAIL #2: “Hi Mr. X, this is John Doe from
16th.” I get return calls more often, because myABC Company calling because I promised to reach
prospects know that I will be calling them if theyyou today at TIME. Sorry I missed you. Paul Smith
don’t get in touch with me.suggested I call you because… I'll try you again on
Most experts agree that it takes at least 4 attemptsDATE and TIME.”
to reach your prospect. Realistically, I find thatAgain, it's critical that you call back exactly when you
number can be closer to 8. But some of my bestsaid you would. Anything else would result in your
customers today are those who I was initially thebeing less than honest, and risk losing your contact's
most patient with, and to whom I made multiple callsconfidence.
over a period of weeks, or even months.VOICE MAIL #3: “Hi Mr. X, this is John Doe at ABC
2. Let them off the hook.Company calling, because I promised to reach you
In a voice or email, it’s a great idea to tell atoday at TIME. Sorry I missed you. I notice that
prospect that’s its OK for them to say no.you’ve been difficult to reach and I’m
Say something like: “If you’ve chosen to gowondering if that’s because you're swamped
with a different product, that’s okay. Just letat work, you aren’t interested in doing
me know so I don’t become a follow-upbusiness with my company or I've been wrong at
pest.” The vast majority of the time, one of twoguessing the times you might be at your desk. Any
things will happen — they’ll either callof these is okay, but if you wouldn't mind letting me
you back and say, yes, we’ve chosenknow how to proceed, that would be great. I
someone else, or they’ll say no, wepromised Paul Smith I would be in touch with you,
haven’t made a decision yet, and apologizeand that I would get back to him about our
for not getting back to you sooner.conversation. My number is 613 730-7700, extension
Either way, you’re ahead of the game111.”
because now you know the truth aboutThe last reason for not reaching the prospect
what’s going on.— that you’ve been wrong at guessing
3. Send a handwritten note.the times he or she might be at his or her desk
Sending a handwritten note after your first sales call— is important because it lets you take
or presentation will dramatically increase your chancesownership of the reason you can’t reach the
of getting a return call. Why? Because a handwrittencustomer. You can change the other two reasons
note increases your likeability, helps make thebased on your specific sales situation — for
prospect feel good about you and encourages themexample, if this was a follow-up call after sending a
to take your calls.proposal, you might say: “I’m wondering if
I never cease to be amazed at the number of emailsthat’s because you didn’t have a
I receive from clients and prospects thanking me forchance to see the proposal, you were unhappy with
my handwritten notes. Obviously, they have anthe pricing I sent or I've been wrong at guessing the
effect on people that yet another voice or emailtimes you might be at your desk.”
doesn’t.9. Call early or late in the day.
4. Put them on auto-drip.One of the ways I follow up with senior-level decision
If you’ve tried everything you can think ofmakers is to call either quite early in the morning (say
and still can’t seem to get through, but youaround 7:30am) or late in the day (after 5pm),
aren’t quite ready to give up entirely, put thewithout leaving a message if I don't get a person.
prospect on auto-drip, and send them somethingI’ve found that, by calling at these times, the
interesting and of value (not simply advertisements)decision makers are often alone in the office without
every month or quarter. This will help to keep youa gatekeeper, and therefore more likely to pick up
top of mind for when the time is right for them tocalls themselves.
make a decision, or go looking for a supplier. For10. Change your media.
more tips on how to stay in touch without strayingIf a prospect hasn’t responded to an email
into stalking territory, check out our article, The Fineyou sent within 5 business days, call to ask them if
Line Between Persistence — and Stalking! [they received it. Likewise, if they haven’t
5. Ask if they’re okay.responded to a phone call, send them an email.
This is an excellent idea from Engage client MichaelEveryone has their own preferred way to
Freer, who uses it in both voice and email to drum upcommunicate. Your job is to find out which
a response from clients who have unexpectedlycommunication tool is easier for the prospect. One
gone silent:Engage client specifically tells customers on her voice
Dear Bob;mail messages that she’ll be sending them an
On the XXth of June, I sent you an email askingemail as well in case that is better for them, and in
for… and as I haven't heard from you, I can onlyher emails, she lets them know that she’ll be
assume one of the following:calling in case that works better. This not only
1) You're now not interested and I'm reduced to theincreases your chances of reaching the prospect, but
status of an annoying piece of spam clogging up youralso shows them that you’re putting their
email; orinterests first.
2) You desperately want to contact me, but you're11. Prepare for the “Final Approach.”
trapped under a fallen filing cabinet and can't reachWhether in voice or email, when you’re ready
your phone or PC.to permanently write an uncommunicative prospect
Your guidance would be greatly appreciated.off, let the customer know that this will be the final
Kind regards,attempt you’ll be making to reach them. Try
Michael Freersomething like:
P.S. If it is #2, please let me know and I'll send“I notice that it’s been X weeks since we
someone round to help you out.last spoke, and I’m assuming that’s
This very simple approach works because it’sbecause you are no longer interested in our product.
different and fun. We tried it, and received almostThat’s OK, I understand that we are not a fit
immediate responses from previously silent contacts,for everyone. The last thing I want is to become a
many of whom started off by apologizing, sayingfollow-up pest! If you’re still interested, you
that they’ve been buried in work and thencan reach me at 111-1111. If I don’t hear from
going into great detail about why they were stillyou, then I’ll assume that you are moving
interested. The ones who don't respond are either onahead in a different direction, and I won’t call
a really long vacation, or really aren't interested, so itagain to interrupt. I wish you all the best on your
isn't worth wasting any more time on them anyway.project, and thank you for considering us.”
On a happy note, we never did get any responses12. Have some fun — and take a risk!
from prospects who were indeed trapped under theirEngage customer Greg Higgins uses this approach
filing cabinets, saving us the difficulty and expense ofwith great results:
organizing a costly rescue mission!“Hi Bob, this is Greg from ABC Corporation.
6. Create a deadline.I’m beginning to feel that we have a
After every conversation, you should gain agreementlove-hate relationship with your answering machine
from the prospect as to next steps, and the date— I love to leave messages, you hate to
they will be accomplished. That way, when the timereturn them. Maybe we can talk soon. Thanks.”
for the follow-up call comes around and the prospectYes, it’s sassy. But Greg reports that 99% of
doesn’t show up, you can leave a messagethe time he uses this, he gets a call back. And of
like: “I’m calling because the last time wecourse, he only uses this approach on the most
spoke, we agreed to chat today about….”desperate cases.
Reminding them of your agreement will help moveHere’s your challenge: try something new this
them to call you back. If they don’t returnweek!