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How Salespeople Can Reschedule Phone Calls Without Losing Customers

How Salespeople Can Reschedule Phone Calls Without Losing Customers

Salespeople are constantly getting pulled in many different directions, juggling so many clients, prospects, and their own lives to boot. When something unexpected happens and you need to reschedule a sales call at the last-minute, it feels like a big deal.

You’re breaching the trust of your prospect or client, especially when they already took time out of their equally busy day to meet with you. Considering how powerful trust is to building the relationship with your prospects and closing sales, rescheduling a phone call can be the end of the deal if you aren’t careful.

Here are five strategies to help you reschedule these important sales calls without making your prospects feel neglected or stood up:

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1. Share collateral prospects can review

The worst thing that can happen when you reschedule or cancel a sales call is that your prospect loses interest or forgets about you. In order to avoid letting them happen, make sure to send them any deliverables you were going to go over during the call, or some basic sales materials for them to peruse.

You can simply send a message along the lines of “even though I have to reschedule, here is the quote (or another piece of information) I promised you. Take the chance to look at it and we will discuss when we get time to talk later.”

By doing this, you keep the prospect involved in building a relationship with you and show that you did indeed take the time to put their deliverables together. This shows that you’re dedicated to them, and not simply blowing them off completely, restoring a bit of the trust you lost.

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2. Book a new meeting immediately

Simply landing the initial phone call is often one of the hardest parts of a sale, so you can’t let it go without a fight. When you speak with your prospect or send a message canceling your call, make sure to include suggestions for the new time.

If you’re sending the message over email, reschedule in Google Calendar or Outlook and send the new invitation right away. This ensures that you stay on their calendar and don’t get lost in the shuffle.

3. Offer maximum flexibility

Your prospects are just as busy as you are. If it’s difficult to find a time that works for you during normal business hours, it’s probably just as hard for them. To show your appreciation for their time, offer them as much flexibility as possible.

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If they’re local, offer to buy them lunch or coffee and handle the sales pitch then. If they’re too busy still, offer to speak with them before or after your normal office hours. This shows that you’re willing to bend your schedule for them and gives them a number of options to ensure that your next scheduled call definitely takes place.

4. Do it over the phone

Sending an email is much more convenient than picking up the phone, but for difficult messages, it’s not the most effective method. It’s extremely difficult to get the tone and emotional message right in an email.

You can write the most sincere apology possible but it will still be easy for a prospect to misinterpret it as hurried or insincere. Over the phone, even on a voicemail, they’ll be able to listen to the inflections and tone of your voice, leaving much less up to interpretation. For such a delicate message, it’s dangerous to leave anything up to chance.

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It’s important to keep in mind that leaving a voicemail is advisable, but you cannot assume a prospect will have time to check it. If you do leave a voicemail, follow it up with a brief, apologetic email that notes you left a voicemail, too.

5. Don’t wait

Giving bad news isn’t fun, so it’s easy to put dialing that phone call off. The less notice you give your prospect, however, the more disruptive to their day it is.

Don’t wait in hope that your schedule will magically clear, even if there’s a chance it will. Reach out to your prospect the second you know there’s a conflict and you’ll have a much better chance of landing the critical reschedule.

Rebooking a sales call with a prospect who’s expecting you is tricky. You need to make sure that they feel important while still pushing them off to a new time slot. By following the advice outlined above, you should be able to move the call to a new schedule without hurting your relationship or the chances of closing the sale.

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Last Updated on December 3, 2019

7 Powerful Steps to Achieve Career Success

7 Powerful Steps to Achieve Career Success

I often hear people say, “I want to be successful but don’t know where to start” or “I’ve achieved career success yet I’m not happy.” And then I ask, “what does career success mean to you?” And many have a hard time articulating their response with much conviction.

It’s common that people lack clarity, focus, and direction. And when you layer on thoughts and actions that are misaligned with your values, this only adds to your misdirected quest to achieve your career success.

A word of caution. It’s going to take some time for you to think about and work on your own path for career success. You need to set aside time and be intentional about the steps you take to achieve career success. In my opinion, this step-by-step guide is apart of your life philosophy.

1. Define Career Success for Yourself

Pause. Give yourself time and space for self-reflection.

What does career success mean to you?

This is about defining your career success:

  • Not what you think you ‘should’ do
  • Not what people may think of you
  • Not adjusting to friends and family’s judgements
  • Not taking actions based on societal or community norms

“A flower does not think of competing to the flower next to it. It just blooms” – Zen Shin

When you strip away all your external influences and manage your inner critic, what are you left with? You need to define career success that best suits your life situation.

There’s no fixed answer. Everyone is different. Your answer will evolve and be impacted by life events. Here are a few examples of career success:

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  • Work-life balance
  • Opportunities for growth and advancement
  • Feeling valued that my contributions had an impact

Now even as you reflect on the examples above, the descriptions are not specific enough. You’ve got to take it deeper:

  • What do you mean by work-life balance?
  • What do you consider to be opportunities for growth and advancement?
  • How do you like to be recognized for your work? How do you know if your contributions have had an impact?

Let’s take a look at some potential responses to the questions above:

  • I want more time with my family, and less stress at work
  • I want increased responsibilities, to manage a team, a higher income, and the prestige of working at a certain level in the company
  • I’d like my immediate leader to send me a thank-you note or take me out for coffee to genuinely express her or his gratitude. I’ll know I’ve made an impact if I get feedback from my coworkers, leaders and other stakeholders.

Further questions to reflect on to help narrow the focus for the above responses:

  • What are some opportunities that can help you get traction on getting more time with your family? And decrease your stress at work?
  • What’s most important for you in the next 12 months?
  • What’s the significance of receiving others’ feedback?

Now, I’m only scratching the surface with these examples. It takes time to do the inner work and build a solid foundation.

Start this exercise by first asking what career success means to you and then ask yourself meaningful questions to help you dig deeper.

What types of themes emerge from your responses? What keywords or phrases keep coming up for you?

2. Know Your Values

Values are the principles and beliefs that guide your decisions, behaviors and actions. When you’re not aligned with your values and act in a way that conflicts with your beliefs, it’ll feel like life is a struggle.

There are simple value exercises that can help you quickly determine your core values. This one designed by Carnegie Mellon University can help you discover your top 5 values.[1]

Once you have your top 5 values keep them visible. Your brain needs reminders that these are your top values. Here are some ways to make them stick:

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  • Write them on cue cards or notes and post it in your office
  • Take a picture of your values and use it as a screensaver on your phone
  • Put the words on your fridge
  • Add the words on your vision board

Where will your value words be placed in your physical environment so that you have a constant reminder of them?

3. Define Your Short-Term and Long-Term Goals

When writing your short-term and long term life goals, use the SMART framework – Specific Measurable, Attainable, Relevant, and Time-bound. Treat this as a brainstorming exercise. Your potential and possibilities are limitless.

How you define short-term and long-term is entirely up to you. Short-term can be 30 days, 90 days, or 6 months. Maybe long-term goals are 4 months, 1 year, or 10 years.

Here are a few self-reflection questions to help you write your goals:[2]

  • What would you want to do today if you had the power to make it the way you want?
  • If no hurdles are in the way, what would you like to achieve?
  • If you have the freedom to do whatever you want, what would it be?
  • What type of impact do you want to have on people?
  • Who are the people you most admire? What is it about them or what they have that you’d want for your life or career?
  • What activities energize you? What’s one activity you most love?

Remember to revisit your core values as you refine yours goals:

  • Are your goals in or out of alignment with your core values?
  • What adjustments do you need to make to your goals? Maybe some of your goals can be deleted because they no longer align with your values.
  • How attainable are your goals? Breakdown your goals into digestible pieces.
  • Do your short-term goals move you towards attaining your long-term goals?

Get very clear and specific about your goals. Think about an archer – a person who shoots with a bow and arrows at a target. This person is laser focused on the target – the center of the bullseye. The target is your goal.

By focusing on one goal at a time and having that goal visible, you can behave and act in ways that will move you closer to your goal.

4. Determine Your Top Talents

What did you love doing as a kid? What made these moments fun? What did you have a knack for? What did you most cherish about these times? What are the common themes?

What work feels effortless? What work do you do that doesn’t seem like work? Think about work you can lose track of time doing and you don’t even feel tired of it.[3]

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What are your desires? Try it out. Experiment. Take action and start. How can you incorporate more of this type of work into your daily life?

What themes emerge from your responses? How do your responses compare to your responses from the values exercise and your goals?

What do you notice?

5. Identify ‘Feeling’ Words You Want to Experience

Do you have tendencies to use your head or heart to make decisions?

I have a very strong tendency to make rational, practical, and fact-based decisions using my head. It’s very rare for me to make decisions using my emotions. I was forced to learn how to make more intuitive decisions by listening to my gut when I was struggling with pivotal life decisions. I was forced to feel and listen to my inner voice to make decisions that feel most natural to me. This was very unfamiliar to me, however, it expanded my identity.

Review this list of Feeling Words. Use the same technique you use for the values exercise to narrow down how you want to feel.

Keep these words visible too!

Review your responses. What do you observe? What insights do you gain from these responses and those in the above steps?

6. Be Willing to Sit with Discomfort

Make career decisions aligned with your values, goals, talents and feelings. This is not for the faint hearted. It takes real work, courage and willingness to cut out the noise around you. You’ll need to sit with discomfort for a bit until you build up your muscle to hit the targets you want.

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Surround yourself with a supportive network to help you through these times.

“These pains you feel are messengers. Listen to them” – Rumi

7. Manage Your Own Career

Not to be cynical, but no one can make you happy but yourself. If you don’t take control of your career and manage it like your own business – no one will.

Discern between things that you can control and what you can’t control. For example, you may not be able to control who gets a promotion. However, you can control how you react to it and what you’ve learned about yourself in that situation.

Summing Up

For many who have gone through a career change or been impacted by life events, these steps may seem very basic. However, it’s sometimes the basics that we forget to do. The simple things and moments can edge us closer to our larger vision for ourselves.

Staying present and appreciating what you have today can sometimes help you achieve your long-term goals. For example, if you’re always talking about not having enough time and wanting work-life balance, think about what was good in your work day? Maybe you took a walk outside with your co-workers. This could be a small step to help you reframe how you can attain work-life balance.

Remember to take time for yourself. Hit pause, notice, observe and reflect to achieve career success by getting deliberate and intentional:

  1. Define Career Success for Yourself
  2. Know Your Values
  3. Define Your Short-Term and Long-Term Life and Goals
  4. Determine Your Top Talents
  5. Identify ‘Feeling’ Words You Want to Experience
  6. Be Willing to sit with Discomfort
  7. Manage Your Own Career

“When you stop chasing the wrong things you give the right things a chance to catch you.” – Lolly Daskal

Good luck and best wishes always!

More Tips on Advancing Your Career

Featured photo credit: rawpixel via unsplash.com

Reference

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