If you work with clients, you know that communication is key. But what happens when your clients become unresponsive or “ghosts” us. This is a frustrating, stressful, yet familiar circumstance that we have all faced at one point or another. But we can’t just ignore them back especially when you’re waiting on essential information or approvals. Here are some quick and effective strategies to handle a ghosting client and keep your workflow on track.
Stay Professional and Patient
First and foremost, don’t let your frustration bleed into how you react. Keep your communication professional, respectful and patient. It’s possible that the ghosting has nothing to do with you and your client is dealing with an unforeseen circumstance. Avoid jumping to conclusions or sending messages in frustration. Draft a polite email or message, reiterating the importance of their response for your work. Below is an example message to help you get started.
“Hi [Client’s Name],
I hope you are well.
I’m following up on my previous email regarding [specific task].
Your timely response is need for me to proceed with [project/task]. Please let me know if you have any questions, concerns or hesitations or if there’s a better time to discuss this. Thank you!”
Try Multiple Communication Channels
If your emails are going unanswered, try reaching out through different channels. Give your client a call, send a text message, or use a messaging app if that’s how you’ve communicated in the past. Emails can get buried or can be easier to ignore, but a phone call or text can help get a quicker response.
Set Clear Deadlines
In your communication, be clear about deadlines, the missing information needed to get you to those deadlines, and the consequences of missed responses. This will better convey the urgency and importance of their reply. Politely but firmly state if you are unable to proceed further with the task if they do not share the necessary information. This will help if they come back and wonder why nothing more has been done on their file. Below is an example message.
“Hi [Client’s Name],
Just a reminder that I need [specific information] by [specific date] to meet our [specific task] deadline. If I don’t hear back by then, I won’t be able to proceed with [next steps] to stay on track.
Thank you for your attention to this matter.”
Document All Communication
These kinds of situations can go sour very quickly so it is important to keep a detailed record of all of your attempts to contact the client, including emails, phone calls, and messages. This documentation is essential to escalate the situation or resolve any disputes that may arise down the line. It also shows that you’ve made reasonable efforts to communicate and fulfill your responsibilities.
Leverage Automated Reminders
Sending reminder emails to collect documents or information can quickly become tedious and time-consuming. Especially if you are managing multiple different files or clients, leverage a tool, like LedgerDocs, that has automatic document reminders and requests to make this process hands-off.
Offer Solutions, Not Ultimatums
Have a solution-oriented mindset, and don’t give up on your clients too easily. Be open to suggestions and look for ways to offer solutions. Clients are more likely to respond if they see a clear path forward. For example, if email back and forth is getting you nowhere, suggest a short phone meeting to quickly address the pending issues or offer to adjust your approach based on their availability. Try this sample message:
“Hi [Client’s Name],
I know you are in a busy season, so emails are harder to answer.
Can we schedule a quick call to go over [specific task]? If there’s a better way or time for us to get in touch, please let me know.
I’m here to make this as easy as possible for you.”
Know When to Escalate
If you have made multiple attempts to contact your client and they still go unanswered, it may be time to escalate the issue. This could mean reaching out to another contact within the client’s organization or sending a formal letter outlining the potential impact of their unresponsiveness on your services. Try this sample letter:
“Dear [Client’s Name],
I hope you are doing well.
I have made multiple attempts to reach you about [specific task], I still have not received a response. Your response is necessary for us to continue working on your file. Please contact me by [specific date] to discuss the next steps.
Sincerely, [Your Name]”
Remember, communication is a two-way street. Sometimes, the key to getting a response from a client is simply understanding their situation and adapting your approach accordingly.
