Tools · Playbook
When a client goes quiet
A client who came every other week hasn’t booked in a month. They probably meant to. Three short messages, spread over three months, bring back many of them, and the fourth step is to stop.
Put in the client and where you left off, and every message below fills itself in. Nothing is stored and nothing is sent.
A week after the last session
Name the next step
Most clients who drift meant to book and didn’t. A next step with a link is easier to say yes to than a question about why they haven’t.
Hi Sam, Last time we got to the budget. Next I’d suggest the hiring plan, while the first part is fresh. Here’s the link if you’d like a time. Maya
A month after
Leave the door open
No pressure and no question to answer. It tells them coming back is easy, which is the thing a quiet client is most unsure about.
Hi Sam, I haven’t heard from you in a while, and that’s fine. If you want to pick up where we left off with the hiring plan, the link to book is below. Maya
Three months after
Send something useful
A piece of advice, an article you wrote, an answer to a question they asked. Nothing to book and nothing to reply to.
Hi Sam, I came across this and thought of our conversation about the hiring plan. No reply needed. I hope it’s going well. Maya
After the third
Stop
Three messages is attentive. Five is chasing, and clients feel the difference. A client who wants to come back knows where you are.
What not to send
“Just checking in”
It asks the client to do the work of replying, and gives them nothing to reply to.
A discount to come back
It tells them the price was never the price, and it’s the price the next booking expects.
Why did you stop?
If they want to tell you, they will. Asking puts them on the spot at the moment you want it to feel easy.
Why do clients stop coming? has the reasons, and the message that stops the drift before it starts.
Or the next session is already paid for
On WorkWith, a package or a monthly retainer means the next session is already paid for, and Today suggests a retainer when a package has one session left, with the offer filled in for you to send.
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