Following Up Isn't Squicky - It's Customer Service


I was listening to Rebekah Allan’s amazing podcast (The Angel Foods Show, AMAZING also Aussie accent which I lurv) talking about follow ups to inquiries, and it got me thinking.


When we are putting our Facebook ads out there, or advertising our businesses on local BST groups, we are appealing to a COLD market (one that may or may not be our ideal customer). When we market to our pre-screened email list, or our Facebook groups or pages, we are in front of a WARM audience (one that knows us and already likes us, but may not need us right now). Email or other kinds of inquiries about actual possible orders?


These folks came to US. Asking to be allowed to spend their hard-earned money on something truly amazing that they liked enough to ask about. They WANT WHAT WE HAVE. Why are we afraid to follow up with them when they don’t respond???

Maybe you don’t want to harass them. You worry that you’re going to look pushy, or rude. Or you’re scared of the possibility that they may say no.

As Rebekah Allen says, “until they say no, assume it’s a yes.”

What if all it took for them to say “yes” was one more follow up email? Or two? Or four?

How long does it really take to send off an email? 5 minutes? What if we saw those persistent follow ups not as harassing someone who’s already found someone cheaper, but as customer service instead?

What if we showed how much we care about their successful event by making sure they don’t forget one of the most important parts: THE DESSERT???

What if we showed confidence, and consistency, and strong business sense (because like Jim Rohn says, the fortune is in the follow up!) instead of fear and assumption that they can’t afford us.

What if we stayed out of their wallet and minded our own business about whether or not they could afford us at all?


Here’s Rebekah Allan’s recommended timeline for order inquiry follow ups:

  • 24-48 hours after initial follow up, send a quick “just wanted to make sure you got the quote” note

  • Within 1st week of inquiry, send another quick email with same intent but worded differently

  • Weekly thereafter until your deadline for the event has passed, send similarly worded notes with an additional sense of urgency about how your calendar fills up quickly and that you need a deposit/payment/whatever your policy is to secure a spot on your calendar.

If they want you to stop emailing them, they can tell you NO. We get no’s every day, we’re big girls, we can handle it. They can handle telling someone NO over email too.

Let’s all agree to consider following up as important a part of our customer service as providing a good quality product.