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Do You Follow Up With Your Clients?

There are too many times when we meet a client, get some information from them and, for a myriad of reasons, never bother to give them another call. Maybe they didn't seem interested in what you were offering or they didn't fit into your target market. Or maybe you thought they said "no" when they really wanted to think it over. Whatever the reason is, you need to pick up the phone and give them a call back.

When I meet a client for the first time, I do a "fact finder" questionnaire, which sounds formal but really is just a track to run on to get a conversation started. Open ended questions help get the client talking. 

When they talk, I listen and ask follow up questions. It sounds easy, but our human nature makes us want to sell our product instead of hearing about someone else's issues. By listening to the client and getting them to open up, we build trust. People love it when others laugh at their jokes and are genuinely interested in their lives. 

But somewhere in that conversation where you took the time to pay attention and maybe even took some notes, you decided, either consciously or subconsciously, that this prospect was not going to buy. Maybe they said "no" or "now isn't a good time". That's fine. But now you have built a relationship with this person. It's not about the transaction anymore.


A simple phone call a few days later can help increase rapport with your client. You don't even have to talk about your product. For example, let's say that in your first meeting your prospect was telling you about an issue unrelated to your product or service, like her child wanting to become a personal trainer but not knowing where to start on that career path. You could call a few days later with a couple of resources that may help. Or you could send an email with article on how to become a personal trainer. (I'm assuming that you got her email, as well as other information during the fact finder.)

Since I usually enjoy calling on small business owners and other self-employed folks I hear a lot of people talking about struggling to get more business. It's a problem we all have. I will call the client and let them know that I just gave their information to a friend as a referral (which I do) and they should be expecting a call. Sending someone business is a great way to touch base.

What if you haven't talked to your prospect in months? That's fine. Just say something like, "I spoke to you a few months back and I just wanted to check in and see how things are going for you." Leave a voicemail if need be. 

A key point in all of this is to let the client know you will be keeping in touch with them regardless of if they buy or not. At the end of the first meeting ask them, "Is it okay if I follow up with you from time to time?" Unless they are a jerk they will be good with this.

One of my favorite stories is about the guy I met who was a confirmed bachelor. I tried to sell him life insurance, which he really didn't need because he had no spouse or kids to take care of. A year later I called him to check in and he had suddenly become the guardian of a special needs teenager. Now he needed insurance. The follow up got me the sale.

Have old prospects on the books and some free time? Pick up the phone and follow up. You may get a sale or two. 

Chris Castanes is a professional speaker who helps sales people succeed through workshops and humorous presentations. He's also the author of "You're Going To Be Great At This!", a humorous look at sales. For booking information, click here. He's also the president of Surf Financial Brokers selling life and disability insurance in several states.

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