Following up a client who doesn't reply: 5 message templates
Unanswered quote, silent client: when to follow up, how often, and what to write to win the sale back without being pushy.
Why a client doesn't reply
In most cases it's not a no. The client forgot, is waiting on someone's opinion, is comparing, or has a question they don't dare ask. Not following up leaves the door open to a competitor who will.
When to follow up, and how often
A simple rule: a first follow up two or three days after the quote, a second one a week later, a last one two weeks after that. Never more than three. Always in the daytime, never in the evening or on Sundays.
Template 1: the useful follow up
"Hi Julie, I'm following up on your bathroom quote. Do you have any question about the details or the timing? I can also come by to discuss it." You don't ask for a decision, you offer help.
Template 2: the follow up with news
"Hi Marc, good news: I can start your project earlier than planned, from the 12th. Shall I hold that date?" New information gives a reason to reply.
Template 3: the simple question
"Hi Sarah, is your project still on? A simple yes or no is enough for me to plan." Easy to answer, even to say no, and it saves you waiting for nothing.
Template 4: the client who stopped coming
"Hi Lea, it's been a while! Shall we keep you a slot this week?" Short, warm, no blame. See also how to bring back past clients.
Template 5: the last follow up
"Hi Paul, I don't want to bother you further. I'll keep your quote until the end of the month, just let me know if needed. Have a great day." A graceful exit leaves a good impression, and many clients reply to this one.
What not to do
Following up every day, sending the same message three times, guilt tripping the client, or messaging at night. And above all, never following up at all. Klienix sends these follow ups for you, at the right pace, and stops as soon as the client replies. To win more requests, start by replying fast.
Text or email to follow up?
Texts are read almost immediately and suit short follow ups. Email works better when you need to attach a quote or an explanation. Ideal: the first follow up by text, the next by email with the quote attached.