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Sales calls -- when a customer calls to cancel, how do you keep them in the pipeline?

Dawn Cleveland

When you have a sales call scheduled, and the potential customer cancels the meeting, how do you manage it to keep them in the sales pipeline?

How do you approach it?  What works/doesn't for you? What words do you use?

How do you balance "the customer is always right" with "let's guide the customer not to give up" and "when do you let go, and allow an unlikely customer to go into hibernation?"

(Thanks Becca for that word!  I love the thought of hibernating a lead, instead of just inactivating them!)

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    Don't know if this helps at all, but I missed a sales call recently (had accidentally hidden one of my calendars for the day and didn't notice, then stepped away from my phone.... unfortunate, innocent mistake on my part) and received the following email after 20 minutes. To me this provided a fair mix of honest mistake/guilt trip.  A further call to action might have been nice, like a 'reschedule here' link. 

    I have a few other thoughts on this from the perspective of the call receipient that I'd be happy to talk through. I'm around tomorrow so just grab me if you want more input. 

    ------

    I wanted to follow up my call with an email, in case you did not have access to your phone. I jumped off of the video conference because I did not see anyone else join, and wanted to make sure that you were not having any technical difficulties with the link. We can send you another link if the last one did not work, and I have a semi-flexible schedule for the next few hours if you would be free.
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    Don't know if this helps at all, but I missed a sales call recently (had accidentally hidden one of my calendars for the day and didn't notice, then stepped away from my phone.... unfortunate, innocent mistake on my part) and received the following email after 20 minutes. To me this provided a fair mix of honest mistake/guilt trip.  A further call to action might have been nice, like a 'reschedule here' link. 

    I have a few other thoughts on this from the perspective of the call receipient that I'd be happy to talk through. I'm around tomorrow so just grab me if you want more input. 

    ------

    I wanted to follow up my call with an email, in case you did not have access to your phone. I jumped off of the video conference because I did not see anyone else join, and wanted to make sure that you were not having any technical difficulties with the link. We can send you another link if the last one did not work, and I have a semi-flexible schedule for the next few hours if you would be free.
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