7 Ways to Handle Unresponsive Clients

September 15, 2016
Aaron Polmeer

By [email protected] (Drew McLellan)

It’s inevitable: at some point, your client will give you the silent treatment. They probably don’t mean to make you blow steam from your ears — it just happens — and getting over the communication slump starts with walking a mile in their shoes.

It’s important to remember that many companies are understaffed and stretched thin. And even though studies show that burnout is bad for business, we see it happen all the time.

While it may be frustrating when you can’t get an answer from your client, it’s usually not the result of ill will or without reason. There’s a good chance your client lives in meetings for most of their days, leaving them with only a small window to take calls and answer emails. An empathic approach to your client relationships — rather than an angry one — will be better for both you and your client in the long run.

Why Clients Go Dark

There are several explanations for why your clients aren’t answering you. It could be as simple as email clutter. Haven’t we all tried to block off calendar time to clean out our inboxes, only to veer off course into this project or that phone call? We’re only human.

Experts say you need an entire minute to recover from reading a single email. And at bare minimum, you’d need three hours a day dedicated only to reading and sending emails if you were to stay completely caught up on your inbox. Your client might not have the bandwidth to sift through their inbox every day.

They could also be waiting on another department or team member to weigh in before they get back to you, and they just don’t have anything new to report. They could be putting out other fires they perceive as more important, or they could simply be stalling because they’re suffering from a bit of decision paralysis (again, it happens to the best of us).

Worst case scenario, they have bad news to deliver and they’re putting it off. But don’t jump to conclusions. While it’s normal for you to devote roughly 25 percent to 40 percent of your time to a project, clients usually devote only 5 percent to 10 percent of their time. Most likely, their lack of communication stems from the fact that they’re juggling a lot at once and are strapped for time.

The question is this: How do you move forward without feeling like you’re constantly nagging them?

Strategies for Breaking the Silence

It’s not easy to keep clients engaged when they’re seemingly tuning you out, but these simple strategies can help you stay in touch without hurting the relationship.

1) When setting deadlines, emphasize the most important ones.

If you assume your clients are going to miss any deadlines right out of the gate, you’re already planning ahead. Tell them upfront which deadlines are essential, and be firm about which will affect the success or timing of the project. …read more

Source:: HubSpot Blog

      

amateurfetishist.com analonly.org todominate.org fullfamilyincest.com