How can you effectively follow up with customers without annoying them?

“FOLLOW UP” is a big turn off for most of the clients in today’s world. At the same time there is a fear of missing out client’s attention in due course. One good way is to provide some relevant updates to the client and keep the connection warm. In real estate- it makes sense to share updates on other similar transactions or any developments on the supply side or may be a general industry specific news item.

There is an alarming new trend for sales people to follow up within a short period of time, sometimes within a day and the follow up message can be mildly insulting. It offends me to be told you are following up due to my non-response when in fact you emailed me Friday morning and it’s now Monday morning. This doesn’t reflect as a business partner (tactic) I want to introduce to my organization tbh.

Depending on your relationship and former interactions, it’s important to be concise and relevant. But never underestimate how busy your customer is. Sometimes just politely popping your note back up to the top of their overflowing inbox as a reminder is all they need. Do it with class and patience, and listen actively to what they need help with. If you can’t help- offer to connect them to a company or person who can. That will go a long way in building a mutually appreciative relationship.

Effective customer outreach begins with purposeful communication. Avoid generic messages like "Just checking in" or "How are you?". Instead, tailor your approach to address their specific needs. Offer valuable solutions, insights, or recommendations aligned with their goals and buying journey. This ensures meaningful interactions that foster trust and engagement.

Every prospect is busy and will always remain busy and so our competition sellers in annoying them. But the question is where are they busy? More often in my experience the business leaders are busy in meetings and in their free time they often bombarded by sellers which eventually educate them enough about what i am selling. Hence, my approach which has always worked has been identifying the growth areas and priority of businesses via annual reports, PR articles and accordingly craft a pitch which straight forward talks about solution to help them achieving their goals followed by right communication etiquettes. *Help them genuinely, they will sometimes help you back ??

This is spot on…in my experience it’s the manner in which you follow up that counts not the follow up itself. Don’t keep firing off emails which go unanswered. Supplement these emails with additional communication channels: telephone, interact on social media, put yourself where they are or are likely to be. Always remember it’s persist not pester and being “persistent” demonstrates intend and a desire to do business. I’ve had customers thanking me for being persistent as it saves them a job!!

Difficult to choose, start with a call and a voicemail, X days or weeks after, do an email, X days or weeks after, a call with a text, X days or weeks after, a LinkedIn message, X days or weeks after a call without voicemail. If well done, a big IF, they will answer to one channel, and here you have it "the right channel". Never double-reach on the same channel. It shows desperation. As a last resort, the phone, the phone, and the phone :). These days sellers are in a hurry and buyers are frozen, too scared to make a mistake. So weeks are better than days in many cases. This is especially true with C-Levels, the nonpushy salesperson is winning.

personalizing the communication channel is key to effective follow-ups! Recognizing that each customer has their preferred way of connecting ensures a smoother and more engaging interaction. Whether it's email, phone, text, social media, or chat, adapting to their choice demonstrates a commitment to their comfort and convenience. You can gather insights from their previous engagements or simply ask for their preference. It's about meeting them where they are most comfortable, ultimately leading to more meaningful and successful interactions.

Understanding the diverse communication preferences of customers is essential. It's about adapting to their comfort zones. Some lean towards the formality of email, others enjoy the immediacy of phone calls, while text, social media, or chat suit those seeking convenience. By asking or analyzing past interactions, we can select the channel that resonates most with each customer. Prioritize their comfort and effectiveness in your approach.

For a prospect, send both an email and Linkedin request to start. The beautiful thing about Linkedin, is that it gives professionals a face, so that when prospects open your email, they either already know who you are, or can do research about who you are. For clients, don't overthink it. Ask them what their preferred method of communication is. They will tell you.

Nobody wants to get a business call at 7 PM when they're settling in for dinner. Timing is crucial. There's a golden window - usually during mid-morning or mid-afternoon - where people are most receptive. Tip: Consider their time zone, and try to anticipate their schedules. If you've got a tool that tracks when they usually engage with your emails, use it to your advantage.

The use of triggers is going to immensly improve your followup strategy. Great tools like Apollo, and Linkedin, provide insights as to when a prospect or client reads your message. Use that to your advantage and space out your followup, but not to far apart, you do not want to the client to forget who you are and what you represent.

Not in all industries some of the F&B clients Specifically those who work at the nightlife start their work at 7 or 8 pm So the best way to know the proper time is to ask the client if this is not a proper time if not when he prefers to have this call

Timing is important when you are dealing with your customers. Don't let it get into your head and send emails and text messages in the dead of the night. Remember that you are talking to humans so act accordingly. Additionally, when you follow up with your customers, you should also try to personalize and humanize your communication. You should use your customers’ names, refer to their previous interactions or purchases, and show genuine interest and appreciation for their business. Use a friendly and conversational tone and avoid sounding too formal or robotic. Add some humor, emotion, or creativity to your messages, as long as they are appropriate and authentic.

timing is a delicate balance in customer follow-up! It's all about finding that sweet spot where you neither lose their interest by waiting too long nor come across as overly pushy by reaching out too soon. The ideal timing hinges on the context and urgency of your message. If it's a time-sensitive offer or a limited opportunity, a prompt follow-up within a day or two makes sense. For more general or educational messages, spacing out follow-ups by a week or two can be effective. And leveraging triggers based on a customer's actions, feedback, or requests is a savvy way to determine the perfect moment for that next interaction. Timing truly is an art in the follow-up process.

One thing people forget, is that we are not just making sales, but we are building relationships and trust. You dont sell products, you sell yourself. Treat people the way you would treat your mother. And if you are not respectful and polite to your mother, dm me, because we need to talk.

Build trust and comfortability at stages of your customer journey. Personalize the most convinient channel of communication and identify the right time to ping, send a short message and/or an official request.

Regardless of the outcome, you must always be 100% respecfull and polite. As this is the only way to conduct one's self in any situation or eventuality. Always say, please and thank you.

Another thing that I have noticed it is easy to be defensive, and dismissive particularly when we receive objections in any setting. It is important to listen and understand what they are trying to convey, acknowledging their perspective. Ask questions to understand their point of view, generally speaking they would be happy to share, and ultimately lead to the offering, not WITH the offering.

Respect their preferences and boundaries. Don't contact them too frequently or at inappropriate times. You should not pressure them to buy or commit to something they are not ready for. You should not ignore their requests to stop contacting them or unsubscribe from your messages. It sucks but apologize if you make a mistake or cause any inconvenience. Be humble, listen to them and learn from your mistakes

Feedback goes both ways. Ensure that if you enjoyed your conversation, their product, their feedback, etc., let the person know. We are all human and love being appreciated. On the other hand, if you did not like or agree with something, ensure that it is constructive, and not judgemental. Believe me, we can all tell the difference.

Be relevant. Your customer still has the problem you want to solve for them. When you reach out be relevant to the problem. Be relevant to their business. Be relevant to their industry. Following up is about reminding the lead that you exist. Occupying a space in their mind regarding that nagging problem. You should create the association between the solution/ benefit and your brand. Every follow up is an opportunity to be relevant, showcase your expertise, and help the lead along.

Providing value and feedback, goes a long way always. This sets you up for further discussions and allows the client to see you adding value, even before you have started and have been paid.

A genuine compliment or feedback goes a long way. I always love complimenting them on a new lesson or insight they have taught me during our call. As they say, negotiation isn't a winner takes all but rather about mutual agreement

The primary objective of customer follow-up is to guide them closer to a purchase or conversion. To achieve this, it's imperative to consistently deliver value and provide feedback in each interaction. Value entails offering something genuinely useful, pertinent, and advantageous to your customer, whether it's a solution, a benefit, or an incentive. Feedback involves recognizing, appreciating, and encouraging your customer's actions, responses, or progress, whether through compliments, testimonials, or rewards. By consistently providing value and feedback, you can foster rapport, establish credibility, and cultivate loyalty with your customer, compelling them to take the next step in their journey with your business.

Another thing that I always like to consider is my purpose when following up. If I am not going to provide value in my follow up message should I really expect a response. In my opinion, it is important to understand the value of someone’s time. If they are reading/hearing your follow up, make it worth their time!

Remembering the WHY is one of the most important aspects of effective lead nurture and follow up. Considering, what is in this for the customer? How can I add value? Why should they speak to me? helps shift the narrative of your follow up, to being helpful, informative and customer focused. In turn, this can build rapport, credibility and loyalty.

When crafting email content, it's crucial to embrace a customer-centric perspective by continually asking, 'What's in it for me?' or 'Why is this information important to me?' By adopting this approach, we shift the focus from ourselves and our company to the recipient's needs and interests. This customer-first mentality ensures that our emails are not just about what we offer but how our offerings can genuinely benefit the recipient. After all, the goal is to create email communications that not only resonate but also provide tangible value, fostering stronger customer relationships and higher engagement. And ultimately drive some action either immediately or in future.

You identified this client as an ICP for a reason, you took the time to single them out, and its on you to show them why they need to give you attention. You will go a lot further if you treat every lead like a signed client that needs to renew, or as if you spent 3 days with ABM principles trying to deliver the right message. If you go into an AI lead frenzy and only care about x% conversion off hundreds of automated threads people will talk about you negatively. Worse, they will single you out, not the brand.

Offer insights that help prospects and customers problem solve and succeed. Most leaders today don't have time to reflect and consider different ways to solve their most pressing challenges. Plus, decisions are often risky without expert help. When you reach out think of ways you can provide timely, relevant insight that helps, not sells. Prospects and customers will be more likely to turn to you for decision-making guidance and may even consider your unique products.