5 Ways To Bring Unresponsive Customers Back to Life
5 Ways To Bring Unresponsive Customers Back to Life
We've all had those customers who just don't seem to engage, no matter what we do.
They're unresponsive, distant, and it can be so frustrating.
Here are 5 practical strategies you can use to get them re-engaged:
1. Find the Root of the Problem
The first step is to figure out why they went silent:
Is it because they don't understand the value you're providing?
Are there issues on their end that are holding them back?
Or maybe there's just a disconnect between what they expect and what you can deliver?
Don't make assumptions.
Instead, do a detailed review of their process and talk to them directly.
2. Get on the Same Page
Once you know what's causing the problem, you need to get everyone aligned.
Have an open and honest conversation to set the right expectations.
Explain exactly what it takes to achieve their goals, including any extra costs or resources needed.
Make sure they understand the scope of what you can do for them.
3. Lean on Your Partners
If you're working with a partner who handles the technical side, make sure you get them involved.
They might have insights into the customer's challenges or be better positioned to have those tough conversations about scope and expectations.
Present a united front so the customer gets a consistent message from you and the partner.
(For tips on CSM-AE collaboration, see CSM & Account Executive Collaboration Tips)
4. Bring in The Execs
Sometimes you need to get the key decision-makers involved to break through the roadblocks.
Schedule a meeting or workshop to review the situation, identify the pain points, and come up with an action plan.
Simply said, get the right people at the table.
(Learn how to Master Time & Goals with Expert Talks)
5. Add Extra Value
Think about offering additional services or resources.
This could be things like consulting, training, or access to experts.
It will help you uncover new ways to engage them.
(Check out Mastering the CSM Role for more insights)
Keep Improving
Keep these strategies in mind as an ongoing process.
I know, sometimes you might even feel desperate. But all it takes is persistence.
Keep asking for feedback.
Try different tactics until you find what works best for your customers.
And most importantly, don't just give up—but, speak up.
(For more on avoiding career regrets, read Avoiding Regrets & Finding Career Happiness)
I hope that helps,
-Hakan.
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