Not Getting Your Phone Calls or E-Mails Returned?

You just had a great meeting or phone call with a new prospect: Things seemed to go very well and you agreed to speak or meet again in a few days or the following week. You call or e-mail — once, twice, three times: no response. What do you do? While there are no guarantees that your colleague hasn’t permanently disappeared into the Bermuda Triangle of lost prospects, here are some ideas that may help elicit a response. Note that all e-mail and voice mail responses are in sequence.

VOICE MAIL

Before we get into the issue of leaving a voice mail, take note of a brief dialogue you might want to have the first time you speak with a prospect on the phone, just before you end the call (I call this the “avoid disappearing” scenario):

Salesperson: Jim, could I ask you one last thing?

Prospect: What is it?

Salesperson: Jim, I don’t think this will happen with you. But I have a lot of people who, after this conversation, get all excited, but when I try to call them back they disappear. Can we agree that you won’t disappear? That even if you decide not to do business with me, you will let me know promptly?

Now, on to leaving an actual voice mail message. There are two important issues when leaving voice mail. The first is when to leave a voice mail (after how many calls) and the second is what kind of voice mail will get you a call back. The first issue is important since you are making an effort to call. I don’t believe you should give up on the first call and leave a voice mail. You should make at least two or three attempts before you leave a message. Also, remember: Talk slowly when leaving a voice mail.

For a variety of reasons, you do not want to come off as a fast talker!
As far as what to say, below are some voice mail dialogues for various scenarios.

Referral Voice Mail

Call: Bruce, Jeremy Rawitz. I talked to Joe Smith; he suggested that I give you a call. He thought it would be a good idea to have a conversation. I look forward to your return call. I’ll let Joe know that I’ve initiated the call with you (creates accountability for the prospect).

Voice Mail for Someone You Have Already Met

Call 1: Jim, Jeremy Rawitz. We agreed that I would call you today. I look forward to your return call. I can be reached at 555-555-5555. (Say phone number twice).
Call 2: Jim, I didn’t hear from you yesterday. I look forward to talking to you today.
Call 3: Jim, I’ve left you a couple of messages. I haven’t heard from you. What would you like me to do next?
Call 4: Jim, I don’t want to be a pest and fill up your voice mail. Give me a call back. Good news, bad news or no news, but I need news.
Call 5: Jim, Jeremy Rawitz. You probably cringe when you hear my voice on your voice mail. (Pause) If you do, I don’t want you to feel that way. I assume you’re not going to return the call. If that’s the case, could you please find somebody at your place that can call me and let me know so that I will stop calling? Thanks.

Cold Call Voice Mails

Call 1: Hello Joe, it’s Jeremy Rawitz. I did a little homework on your company. (Pause)
We have done some work with others in your company or industry. (Pause) I believe we’ve even worked with some of your competition. (Pause) I thought it might make sense for you and me to have a brief conversation.
Call 2: Joe, this is Jeremy Rawitz again. I’ve left you a couple of messages and I have not heard back from you. I’m not going to give up calling, but I also don’t want to be a pest. It could be you have been very busy and have not had time to call or it is also possible you may not be interested in our product. If that’s the case it’s OK. But would you call me back to tell me to quit calling?
Call 3: This is Jeremy Rawitz. It’s important that we speak. Call me at ***-***-****. (Beware, this last message can be perceived negatively by some and should be used only under circumstances that warrant a quick response, i.e., an upcoming deadline.)

E-MAIL

Note that all three e-mail messages here should be sent with the subject header CONFUSED?

Message 1: Dear Steve, I enjoyed our discussion on March 26 and learning about your business. I understand the frustrations you have in reaching your sales goals and targets and how we might help. During that discussion you had asked me to follow up with you on April 9 to set up a meeting. I left messages on April 9 and 10, but have not heard back from you. Usually this happens for one of two reasons: Either a business colleague got extremely busy, or you ultimately don’t think there is a potential fit between me and your business. While I hope it is the former, either is OK. The most important thing to me right now is for you to let me know either way (even if it means we won’t be doing business). Many thanks, Jeremy Rawitz.