Whether that’s a new lead that cooled off or a returning client who has gone dark, the truth is this: people get busy, distracted, or uncertain. That’s why follow-ups are crucial; it’s where you take someone from ‘interested’ to ‘I’m in!’
But there is an ideal point in time when following up is appropriate. Push too hard, and you will start coming off as desperate. Wait too long, and the window of opportunity will start closing. This piece will help you navigate where that sweet spot is: finding that level of resolution where you know when to reach back out, what to say, and how, is easier than you might think.
The 3 ‘Maybes’ to Know To Talk To
A good place to start before you think about the ‘what’ and ‘when’ is to clarify who you’re dealing with. The fact is, all maybes are certainly not created equal. Here are the 3 types of ‘maybes’ you’ll have or come across:
The Warm Lead
These clients are likely interested in your service, and you know about it. They asked about you, liked a few of your posts, or clicked through your BNK Connect profile. They are curious, just not committed yet.
The Ghost
This person has engaged with you. They may have even booked at some point. But alas, they have mysteriously disappeared after 1 or 2 messages. They never said “no”, but they also never responded, yes or no.
The Lapsed Client
They have used your service previously and had a good experience, but haven’t booked you for months. They are not unhappy, else you will know about it, but perplexing though, they’re just quiet.
Each of the above clients needs a different follow-up, and each of them has one commonality: They are all more likely to convert with a teeny tiny little push.
When to Follow Up: Timing is Everything
Like good coffee, the freshest follow-ups are often best served hot! Here is a general guide to make sure you are timing things right whenever possible:
- 24–48 hours after the first contact: This is when people are still interested. A simple follow-up message from you reminds them that you are there to support them whenever they need and to show them that you care.
- 3–5 days later: At this time, you can check in again – gently! People are busy, and a second nudge could provide the justification for them to reply and put you back on their radar.
- 2 weeks later: If you’re still hearing nothing back, you can send a last note to communicate that your offer is still available – and that the door is still open whenever they’re ready.
- Monthly check-ins for lapsed clients: Just one message a month (seasonal content, an availability update, or a special offer) will keep you on their mind without having to be pushy.
With BNK Connect’s messaging functions, you won’t have to keep track of all of this yourself. You will be able to keep notes, schedule follow-ups, and easily monitor your top-of-funnel without having to use a different CRM.
Add Value, Don’t Just Ask for the Booking
A follow-up shouldn’t feel like “just following up.” It should be an avenue for you to give something they might want – advice, tips, ideas, or even a freebie – something they would say yes to. You should think of it as a soft re-introduction to the value you are bringing them. Keep it actionable and personal.
Here is how you can do that:
- For Personal Trainers: You can either share a quick home mobility routine or simply mention how you adapt your sessions to adjust for cold weather and lower energy levels. Keep it actionable, simple, and personal.
- For Personal Shoppers: Let your clients know about a gift sourcing package or provide a curated preview of a winter capsule wardrobe based on their past purchases.
- For Stylists: Send a quick winter style suggestion, or even a quick note about an upcoming boutique sale that you will attend. Remind them how you are their go-to when they need to refresh.
When your communication is helpful and not pushy, you earn trust. BNK Connect makes it easy to personalise our approach by keeping your history with your clients in one place.
Making it Simple with BNK Connect
Following up is not just what you say; it is also about how easy you make it for clients to take the next step. Here are a few ways BNK Connect streamlines the process for you:
- Smart scheduling tools: Clients can book directly from your follow-up message.
- Real-time availability: You can update your calendar so potential clients can see when you are available.
- Built-in messaging: No more flipping through apps – keep the conversation going right from the BNK dashboard.
- Past client reactivation: Now, your client history can remind them of your work together, while also tailoring your follow-up.
This way, when somebody is finally ready to say “yes!” – that booking is just a click away.
The Follow-Up Doesn’t Stop at “Booking Confirmed”
Even after a person says they are “booked,” a follow-up can (and should) reaffirm that they made a great decision. A quick “I’m really looking forward to seeing you!” message helps foster a friendly relationship, and as a bonus, can lead to fewer no-shows.
Similarly, an easy “Thanks again” after the session lets them know you’re excited to hear how it went and will encourage future bookings.
Keep The Door Open With Follow-Ups That Work
You don’t have to be pushy to be persistent. The right follow-up is considerate, timely, and most importantly, human. It demonstrates that you care about the people you serve, not just the sale.
Having a tool like BNK Connect to keep you organised, personalised and professional makes following up a natural part of the process.
Sometimes, someone just needs a gentle nudge to hit that yes button. Don’t be afraid to reach out! Your next booking is likely one message away.
