Have you ever experienced a no-show for an appointment? The temptation is
to lose your temper or just slink back to your office.
Losing your temper
will alienate you from the client. Slinking away suggests that your time isn���t
valuable and it���s acceptable for the client to be absent.
doesn���t move the opportunity forward. No-shows happen to all salespeople at one
time or another, but they don���t need to be disastrous. There are some simple
rules to help you avoid the problem, and turn no-shows to your advantage when it
Always pre-sell the appointment. When you���re setting up the
sales call, ask ���What would you like to discuss during our next meeting?��� and
���Is there anything that you can think of that would come up that would prevent
us from keeping this appointment?��� These types of questions force the customer
to visualize the upcoming meeting and help ensure they are able to
Remind the customer about the meeting. Call or e-mail in advance
of the meeting to confirm that the customer will be present. This is useful
because it communicates that you���re invested in the meeting and that you���re
taking time out of your schedule. If possible, send a meeting request so that
the appointment will make its way directly into the client���s calendar.
the event of a no-show, leverage the gaffe. If the customer is a no-show, the
situation can be used to your advantage, if you move quickly enough. Make the
customer feel obligated to you without making them uncomfortable. You need to
diplomatically let them know the time and energy that you put into the meeting,
but make it very clear that you want to maintain the relationship. Reschedule
quickly so that the no-show doesn���t blunt your sales momentum. In most cases, a
client will doggedly hold the meeting to avoid an appearance of being
No-shows are frustrating but they shouldn���t be the end of the sales
process. When handled with care, being stood up is a rare occurrence and when it
does happen, it can be a powerful opportunity to gain an IOU.
Neuberger, president of Neuberger & Co. Inc., an authorized Sandler Training
licensee in Pikesville, can be reached at (410) 864-8567.