No matter whether you work at a car dealership, advertising agency, or a remodeling business, you’ve probably had a customer cancel an appointment. What is your reaction? Resentment for wasting your time, a defensive email, or no response at all?
Before we talk about what you should do, let’s think about the customer for a minute. When a customer is making a buying decision, they must choose from you and your competitors. When a customer makes an appointment, this means that they are motivated to talk. When a customer cancels, remember that you are the one that they initially chose to make an appointment with. With that in mind, you should feel confident and make it a priority to reschedule another time with the customer.
How you react AND more importantly how you respond is the key to turning a disappointment into a positive experience. Here are three ways for you to seize the opportunity when a customer cancels:
Turn That Frown Upside Down
Get rid of any negative thought immediately. Think about the about the situation in a positive way. We’ve all had to cancel an appointment before, and the majority of cancellations were for a good reason – simply life getting in the way. Oftentimes, a cancelled appointment may mean that the customer would not have been a good fit for your product or service, and this can be used as a learning experience for defining your ideal customer!
If you receive a cancellation via phone, make sure you ask them if there is a reason for the cancellation. Most customers won’t mind telling you. If the customer cancels with an e-mail or text, be sure to confirm that you have received the cancellation. All response e-mails must be written in a positive tone. How you respond to “a no sale” is just as and possibly more important than your follow-up response to a successful sale.
TurnThis Into An Opportunity
Once you discover why the customer cancelled, determine if they are a good prospect for future contact. If the customer tells you that he is not ready to buy right now, consider opportunities down the road. You want them to call your company first! Be sure to follow-up but don’t be too pushy. The goal is simply to keep your name in front of them. This approach, combined with sincere well-wishes upon their cancellation, will leave your name and company in a positive light.
In this day and age where the pressure to make a sale is high, and great customer service is rare, it really doesn’t take much to elevate your business above the rest. Remember, this is the best time to learn from a customer’s cancellation. Call the team at R2R Marketing today at 1-866-506-7272 for help in finding solutions to all of your marketing needs.