Q&A Write-up: October

How to callback

Q&A’s happen once a month where I answer one of the paid subscribers questions and do a write-up answering it for the entire community.

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This months question:

“How to callback - I try to avoid the callback objection, and often give them an out right there and there saying "that's usually a polite way people tell me to piss off", but when a customer is adamant that they are interested but the timing is just not right, how do you start off your script on that call back. I need to introduce myself usually, then remind then who I am, then say what I do again...but is there a way to do this without sounding like a bore and rather weak status. Examples of good callback openers please!”

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My answer:

If “timing is not right” means “I’m in the middle of something can you call me back” then the call back opener could be:

🐲: Hey John, I’m the guy who cold called you earlier today about data management. Would it make sense for me tell you about some of the problems we fix and then you can tell me if we have any reason to continue exploring further?

If “timing is not right” means “call me back when it’s relevant”:

Your first response to them is a good one.

Prospect: Now’s not a good time for xyz

🐲: Hmm that’s usually a polite way people tell me to piss off

Prospect: No no we definitely are interested but the timing is not right. Call me back next month/quarter.

As you see your response got them to move towards you.. but you probably let go too easily. Remember we’re always challenging them to find the Truth.

Prospect: No no we definitely are interested but the timing is just not right. Call me back next month/quarter.

🐲: I can do that.. out of curiosity, what will have changed or be different next month/quarter?

Let’s say they didn’t say to call them back next month/quarter but just said “timing is not right”

Clarify “timing”

🐲: When you say “timing is not right” what does that mean? Sorry a bit confused

You can stack the “what will have changed or be different” question after this one too if relevant.

Done right you will have done some Discovery on that initial call and locked in a next step on the calendar with them. I’d include the key insights/takeaways of that initial call in the calendar notes for your future scheduled meeting.

You can also email them 24-48 hours before the scheduled meeting and say something like:

🐲: John, this is Chad with [company]. You may have forgot but we have a meeting scheduled for [date/time] to discuss:

[key action items/context]

Let me know if you are unable to attend or if something has changed.

-Chad

And you could start that callback with something like:

🐲: John when we spoke last month/quarter these things were top of mind for you. *recap the compelling reasons they gave you* .. how does that compare to where you are today? has anything changed?

To Summarize:

1) Challenge their answer and look for circumstances that would make it worth your time to speak with them again in the future

2) Lock in a next step on that initial call

3) Make it easy for them to remember you when you do “call back”

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