Problem

You have received a warm lead – a client has recommended a prospect to you and the client has even emailed the prospect introducing and recommending you.  It sounds like a great prospect.  You have twice called and twice emailed the prospect over the last four weeks, but you have no response.  What do you do?

Views

Mark Everingham, Director at Personal Risk Professionals

I find these situations tough as you do not wish to appear desperate or to be harassing this prospect.  At the same time you cannot assume why the prospect is not replying.  Are they not interested, too busy or has your contact method or content failed to inspire action from this prospect?  In this case where you have attempted to make contact on four occasions without success after a written introduction, I would go back to the client who referred this prospect to seek some feedback from the prospect and if possible arrange an introductory meeting (such as a coffee or lunch) via the referring client.  I tend to find that some follow up from a familiar person will get a more honest response so you know where you stand and can set an appropriate course of action. The next steps may be to cease follow up because they are not interested, delay contact because it is a busy time of year for that person or the prospect may like some additional information.  However, I always find most success when you can arrange that face-face contact.

Chris Wren, Principal at Highland Financial

I would call the original referring party and confirm why they referred us in the first place. I would make mention that I had tried to communicate with their friend. Assuming we felt we could add value, I would ask them to call the person that they were introducing and ask if they still wanted to speak to us.  If they did, I would ask the referring party to ask their friend to make contact with us.

Rob Knowles, Consultant (Public Practice Accountancy) at Davidson Recruitment

In this scenario I would do one of two things: If it was appropriate, I would explain to my client that I’d tried a few times to get in touch with the prospect to no avail, so would ask my client if they could arrange a coffee to introduce me to the prospect in person. If I thought this might not be appropriate (for example if I knew my client was extremely time poor), I’d explain to the client that I was keen to follow the lead up but that I hadn’t had any joy with my approaches. I would then simply ask them what they thought was the most intelligent way to establish contact with the prospect – often in these cases the client will give you an insight as to how the prospect prefers to communicate and do business, or might let you know that the prospect is on leave or has been completing a major project.

Lance Milham, Director at CB Financial

Make contact with the client and reconfirm both the details he/she gave you and advise of your difficulties in making contact.  At the same time gauge whether the client has had the same problems or if there is any other reason the prospect has been uncontactable. This might even give you the opportunity to assess whether the client has had a response that might have some bearing on your experience (eg the prospect doesn’t want to talk to you).  Also see if the client will try to make contact with the prospect while you’re talking and either put you on the phone or arrange a time to call back; and/ or ask the client for some key pointers about the prospect that would better qualify them and allow you to incorporate a ‘hook’ in your next email.

Consensus

Don’t give up.  Contact the original referring party and ask for advice.  Perhaps there are extenuating circumstances preventing the prospect from replying or perhaps your timing or approach was simply off.  Perhaps the client will help your “re-contact” the prospect.  A good prospect is too valuable to pass up too easily…

Thanks to Mark, Chris, Rob and Lance for participating in this month's interview.  Be sure to check-out their websites on find them on Linked In!