Sales and customers
What to say to a client who stopped responding after your proposal
When a client disappears, something has usually changed on their side: priorities, budget or the person making the call. Do not open with reproach or a count of how many times you have tried. Ask what changed and help them tell you the truth, even if it is “not now”.
How to handle this conversation
Open without blame
Instead of “I have been trying to reach you for a month”, say: “Good to hear from you. I imagine a lot has been going on.”
Ask what changed
“When we spoke in May this felt urgent. What has changed since then?” This opens the conversation far better than asking for a decision.
Make it easy to say no
“If the project is on hold, that is fine. I would rather know and come back at a better time.” A client who does not have to justify themselves tells you more.
Agree what happens next, even with “not now”
“Understood. Can I call you in September when you plan the budget?” A specific date beats a general “let us stay in touch”.
A client picks up after weeks of silence
- Difficulty
- Medium
- Duration
- 6-10 minutes
The situation
After two good meetings you sent the proposal the client was waiting for. For six weeks they have not answered emails or calls. You try once more and this time they pick up. You want to understand what happened and either revive the conversation or hear a clear no.
Who you talk to
Director on the client side
Embarrassed about not replying for so long. Apologizes vaguely, talks about a “crazy period” and promises to get back to it, but does not mention that things have changed at the company.
The counterpart also has private goals and information that are never shown upfront. You discover them only through the conversation, the same way you would in real life.
What makes it hard
- The client feels awkward and wants to end the call quickly.
- A general “we will get back to it” sounds like a promise but settles nothing.
- Frustration after weeks of silence can easily show in your tone.
Your goals
- Keep the conversation free of blame and pressure
- Find out what has changed on the client’s side
- Agree a concrete next step or a clear close
What the report looks at
- Whether the opening was friendly, without complaints about the silence
- Whether you asked what had changed for the client
- Whether you left room for a no
- Whether the call ended with a date or a clear decision