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What do you do if your clients and customers are not responding to your communication efforts?

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When your clients and customers aren't responding to your communication efforts, it can be disheartening. Yet, this challenge is not insurmountable. By employing strategic interpersonal communication skills, you can navigate this silence effectively. Understanding why your messages may be going unanswered is the first step in re-engaging your audience. It's essential to stay patient and empathetic, as there could be various reasons for their lack of response. The key is not to take it personally but to reassess and adapt your communication strategy.

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Susana Nya

Operations Department Specialist @ Parallex Bank | CRM, Customer Service

1 Assess Timing

Evaluating the timing of your communications is critical. If your messages are consistently going unanswered, consider whether you might be reaching out at inconvenient times for your clients or customers. Time zones, work schedules, and personal commitments can all play a role in when they are able to engage. Try varying the times you send communications or politely inquire about a time that would be more convenient for them. Remember, your flexibility can make a significant difference in eliciting a response.

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Susana Nya

Operations Department Specialist @ Parallex Bank | CRM, Customer Service
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1.Follow up politely: Send a gentle reminder or follow-up email to ensure they received your initial message. 2.Try alternative communication channels: If you've been primarily using email, try reaching out via phone call or text message. 3.Provide value: Offer something of value in your communication, such as helpful information or a solution to their problem. 4. Adjust timing: Consider the timing of your communications. Sending messages during business hours or at times when they are likely to be available might yield better responses.Be patient: 5.Understand that people are busy, and it may take time for them to respond. Avoid being overly persistent, but also don't hesitate to follow up after a reasonable amount of time has passed.

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Nicole Sirota

CONSULTORA EN EFICIENCIA OPERATIVA |Transformo la comunicación en rentabilidad con un método probado, fácil de implementar y sostener | Coach ejecutiva | Mentora | Oradora
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1.- No imaginar cosas. Probablemente los clientes tienen muchas cosas en su cabeza, darles un tiempo prudente. 2.- Llamarles o escribirles de forma empática preguntando si vieron la propuesta o si tienen alguna duda al respecto. 3.- Tener la capacidad de aceptar que no les interesa y moverse rápidamente a otro lado.

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2 Refine Message

Sometimes the issue lies in the message itself. It's essential to ensure that your communications are clear, concise, and relevant to the recipient. Avoid using jargon or complex terms that might be misunderstood or off-putting. Instead, aim for simplicity and directness. Personalize your messages when possible, as tailored communication often has a higher response rate. If your messages are too lengthy or not engaging, consider revising them to be more impactful.

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Nicole Sirota

CONSULTORA EN EFICIENCIA OPERATIVA |Transformo la comunicación en rentabilidad con un método probado, fácil de implementar y sostener | Coach ejecutiva | Mentora | Oradora
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1.- Mensaje concreto (menos es más) 2.- Evidenciar la solucion al problema, más que el servicio que se ofrece. 3.- Tratar de concertar una reunión, siempre es mejor en vivo, ya sea presencial o por plataforma.

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3 Follow Up

Following up is a delicate art. You want to remind your clients or customers that you're awaiting their response without being intrusive or pushy. A friendly follow-up after an appropriate interval shows that you value the relationship and are attentive to their needs. It also gives them another opportunity to engage if your initial message was missed or forgotten. Striking the right balance in follow-up communication is essential to maintain goodwill and encourage a response.

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Nicole Sirota

CONSULTORA EN EFICIENCIA OPERATIVA |Transformo la comunicación en rentabilidad con un método probado, fácil de implementar y sostener | Coach ejecutiva | Mentora | Oradora
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Hacer seguimiento, sin ser invasivo. Llamar o preguntar si no tenemos respuesta es momento de asumir que no es el momento y migrar hacia otra oportunidad.

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4 Explore Channels

Diversification of communication channels can be very effective. If emails are going unanswered, try reaching out via phone calls or messaging platforms. Each client or customer may have a preferred method of communication, and it's important to be adaptable. Social media can also be a useful tool for establishing a more informal line of communication. By exploring different channels, you increase the chances of getting a response and demonstrate your commitment to accessibility.

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5 Offer Value

Ensure that your communications offer value to the recipient. Whether it's information they need, a solution to a problem, or a potential opportunity, there must be a clear benefit to them in responding. Highlight the value proposition in your messages and make it clear what they stand to gain by engaging with you. This approach not only increases the likelihood of a response but also strengthens the overall relationship by showcasing your understanding of their needs and interests.

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6 Evaluate Strategy

Lastly, take a step back and evaluate your overall communication strategy. If non-responsiveness is a common issue, it may indicate a need for a broader change in how you approach client and customer interactions. Consider seeking feedback from those who do respond or from colleagues who might have insights into effective communication practices. Continuous improvement in your strategy will not only help with current non-responsive clients and customers but will also enhance your future interactions.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if your clients and customers are not responding to your communication efforts?

1

2

3

4

5

6

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1 Assess Timing

2 Refine Message

3 Follow Up

4 Explore Channels

5 Offer Value

6 Evaluate Strategy

7 Here’s what else to consider

Interpersonal Communication

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What do you do if your clients and customers are not responding to your communication efforts?

1

2

3

4

5

6

7

1 Assess Timing

2 Refine Message

3 Follow Up

4 Explore Channels

5 Offer Value

6 Evaluate Strategy

7 Here’s what else to consider

Interpersonal Communication

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