Reaching Out To Customers Who’ve Gone Silent

Posted by on Jun 23, 2017 in Copywriting | 0 comments

Reaching Out To Customers Who’ve Gone Silent

We’ve all been there. There’s a certain type of anticipation you get when chatting back and forth with a prospective customer. You are eagerly awaiting that cha-ching because you’ve patiently answered ALL their questions and then… Nothing. Absolutely nothing! Why is there silence? You went over color options, sizing, material, shipping times, and even offered a discount because you were ready to sell but now the customer hasn’t said a peep? What gives? Well, the simple truth is that we can’t always know what is happening on the other side of the screen. There are a million and two reasons why a customer might go silent, but what should you do as a business owner when that does (inevitably) happen to you?

I personally recommend reaching out to a customer in 48 – 72 business hours after their last response. You don’t need to be pushy or worried about scaring them off. Sometimes, you just need to wrap up a series of messages with a final contact. I’ve created the following sample template to guide you in reaching out to those mysteriously silent customers:

{Customer Name},

I’m just following up as I haven’t heard back from you since my last message on {insert date}. If you are still interested in proceeding with your order, it would need to be purchased no later than {insert time and date} to meet your deadline.

I’m happy to answer any questions you might have and look forward to talking to you.

{Your Name}

If you are still struggling with how to write to difficult customers, I offer FREE customer assistance as an extension of my company. Simply join my VIP Facebook group and I’ll offer you complimentary assistance and coaching for all your copywriting, Etsy SEO, and customer service needs:

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