It’s never fun when a client holds up a project. Maybe they haven’t signed off on an invoice or approved a logo, or perhaps they haven’t given you feedback on the proof you sent them a week ago. While you’re waiting, deadlines keep getting closer.
Michael Zipursky, a best-selling author and the CEO of Consulting Success, says clients may be slow to respond to you for a variety of reasons. They probably have numerous other priorities and their attention is being pulled in many different directions. Sometimes, they may feel uncertain about the deal. If that’s the case, they’re more likely to move slower — not faster.
In this issue of PromoPro Daily, we share Zipursky’s guidance on what you can do when a client stops responding.
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Have a plan. Zipursky says he knows a successful sales rep who always sets the next date and plan with the client before leaving the meeting. That way, each time you finish a meeting or call, you and your client have your next meeting scheduled. You’re accountable for it and have it in your schedules. Zipursky points out that this saves a lot of time and hassle as you don’t have to chase the client to arrange the next meeting.
Switch shoes. Zipursky recommends putting yourself in your client’s shoes. Before you get too concerned and stressed out, try to think about what they may be going through and understand their situation. You may realize the situation isn’t as bad as you first thought when you bring things into perspective. And often it’s not personal, he says. Your client likely has other matters going on that they feel are more pressing and need to be dealt with right away.
Give value. According to Zipursky, continuously thinking of your clients is one of the best ways to continually show your value. Look for ways to provide ongoing and unexpected value. If you read an article that you think would be of interest to them, send it over. Maybe you thought of a new idea or just heard about an event they may like. Share it. He says you shouldn’t email your clients daily, but when you think of them and put them at the forefront, your dedication will shine through.
Pick up the phone. This can often be much more effective than emailing or texting, according to Zipursky. Plus, if you’re dealing with a complex issue that requires more than a yes or no, a chat can make a big difference.
Decide to part ways. If nothing is working and you’re spending more time frustrated than feeling excited about the project, it may be time to just end the business relationship. Even if you take a financial hit from losing this client, it’s often worth it to not feel so frazzled all the time. If you’re going to do this, Zipursky says it’s important to be professional and respectful.
Unresponsive clients can bring extra stress, but it helps to know why it happens. They might be facing internal delays you don’t know about or trying to handle competing priorities. Try different approaches, like sharing a helpful article or calling them instead of forwarding your last email. This can help get stalled communication moving again.
Compiled by Audrey Sellers
Source: Michael Zipursky is the CEO and co-founder of Consulting Success. He’s a best-selling author of several books on the topics of consulting and business growth.
