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Last updated on 2024年8月18日

Your key client cancels last minute. How do you manage your schedule without missing a beat?

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In the demanding world of outside sales, your schedule is your lifeline. When key clients cancel at the last minute, it's easy to feel like your day is thrown into disarray. However, this doesn't have to spell disaster. With a strategic approach, you can manage your schedule effectively, ensuring that your time is still productive and your sales targets remain within reach. The key lies in being adaptable, prioritizing tasks, and maintaining a positive client relationship even when things don't go as planned.

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Spencer Moore, MBA, Lean Six Sigma Black Belt

Innovative & Strategic Revenue Generating Executive & General Manager

1 Stay Calm

When you receive that unexpected cancellation, take a deep breath and stay calm. It's natural to feel frustrated, but remember that cancellations are often out of your client's control. Instead of dwelling on the inconvenience, view this as an opportunity to rearrange your schedule. Quickly assess your to-do list and identify which tasks can now be moved up. This might include prospecting new clients, following up on leads, or dedicating time to administrative work that often gets pushed aside. By remaining composed, you can turn a setback into a chance for increased productivity.

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2 Assess Priorities

With the newfound gap in your schedule, it's crucial to reassess your priorities. Determine which tasks will drive the most value for your sales efforts and tackle those first. Perhaps there's a proposal that needs fine-tuning or a potential lead that you can now reach out to sooner. Prioritizing doesn't mean just filling time; it's about making strategic choices that align with your sales goals. This approach ensures that every moment of your day contributes towards achieving your targets, even when the unexpected happens.

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Spencer Moore, MBA, Lean Six Sigma Black Belt

Innovative & Strategic Revenue Generating Executive & General Manager
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It’s funny LinkedIn posts this one as a challenge. Anyone that’s been in sales for more than a year has had this happen multiple times. Schedules change, things come up, the product or service we are selling doesn’t always trump what’s come up. 1. Be polite 2. Thank them for agreeing to meet in the first place. 3. Ask for a time to reschedule. 4. See if you can tactfully find out why they cancelled. Perhaps it’s something you can assist with. 5. Work your pipeline with the time you have left. Call that prospect that you’ve been putting off calling. Follow up on that long shot quote with your new found time.

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3 Flexible Planning

Being adaptable is a cornerstone of successful outside sales. After a cancellation, immediately look to your flexible planning strategies. Do you have a backup list of clients or prospects you can visit or call? Can you use this time to research potential leads or catch up on industry news? This is where having a dynamic plan pays off. By keeping a list of alternative actions ready, you can quickly pivot and make the most of the unexpected free time without missing a beat in your sales process.

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4 Engage Prospects

With your key client unavailable, seize the moment to engage other prospects. These are individuals or businesses you've identified as potential clients but perhaps haven't had the time to approach thoroughly. Dive into crafting personalized emails or making phone calls to establish initial contact. Building these relationships may not yield immediate sales, but nurturing them can lead to future opportunities. This proactive approach keeps your pipeline full and compensates for any last-minute changes.

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5 Strengthen Relationships

Use this unexpected free time to strengthen existing client relationships. Reach out to clients with whom you've not spoken recently and check in on their needs or update them on new products or services. This personal touch can reinforce their trust and loyalty to your company. It's also an excellent opportunity to request referrals, which can expand your client base and potentially fill the void left by the cancellation. Strong relationships are the foundation of successful sales, and these moments can be pivotal in deepening those connections.

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Spencer Moore, MBA, Lean Six Sigma Black Belt

Innovative & Strategic Revenue Generating Executive & General Manager
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This one is fun. Suddenly you have new found time. Call your other top clients. Let them know you care and you’re thinking of them. Ask them if there is anything you can do for them and if the answer is no, say thanks and goodbye. A simple thank you where you aren’t asking anything of them goes a long way.

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6 Reflect and Learn

Lastly, consider using this time to reflect on your sales strategies and learn from the cancellation. Analyze why the client canceled and if there's a pattern that can be addressed. Perhaps it's an opportunity to improve your appointment confirmation process or to reassess the reliability of certain clients in your sales planning. Continuous learning and adapting your approach is vital in outside sales, where every challenge can be transformed into a learning opportunity to enhance future performance.

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Your key client cancels last minute. How do you manage your schedule without missing a beat?

1

2

3

4

5

6

1 Stay Calm

2 Assess Priorities

3 Flexible Planning

4 Engage Prospects

5 Strengthen Relationships

6 Reflect and Learn

Outside Sales

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Your key client cancels last minute. How do you manage your schedule without missing a beat?

1

2

3

4

5

6

1 Stay Calm

2 Assess Priorities

3 Flexible Planning

4 Engage Prospects

5 Strengthen Relationships

6 Reflect and Learn

Outside Sales

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