You have sent a third email to the customer within a few weeks, but they have not responded.
You can continue to advance your project until they send some important information & ndash; at the same time, you are ready to tear your hair off.
Sounds familiar?
Unresponsive SEO customers are a common problem that most organizations must deal with at some point.
Fortunately, re-establishing connections is usually easier than you think. Some extra preparation can also help you avoid this in the future.
Use these ideas to reopen the communication channel with customers who are offline on the map.
1. Provide a lot of information
Sometimes, a slow-responding customer is just a confused customer.
If customers don’t know what your agency is doing or how you do it, then it can be difficult for them to make decisions or help you in a meaningful way.
Antidote?
Learn as transparently as possible about how your agency works and the strategies you use for your customers.
Don’t talk to customers, but explain things in simple English, not jargon that they may not be familiar with.
In addition, encourage your customers to ask questions about work that they don’t understand.
This will help them become more involved in their own search engine optimization, which may lead to more communication.
2. Arrival point
There is a good line between providing enough information and providing too much information.
Be careful not to confuse customers or to unnecessarily complicate matters.
Keep your emails and calls short and tell customers what they need to know in advance. Don’t let customers find the key points through your email.
3. Patience (within the scope of reason)
A quiet customer may not actually have forgotten your last email. They may only need some extra time to consider the decision.
This is especially true if you are working on a large, complex project, or if you need approval from multiple people in the company.
It is okay to follow up in such a situation. If you haven’t received a response from a customer in a week or so, try sending a courteous email to check their location during the decision making process.
Ask them if they need more information to help drive this process.
At the same time, trying to build your roster is enough to keep a customer’s slow week without affecting the overall productivity of your agent.
4. Ask specific questions
Make your customers make decisions as simple as possible. This is a particularly useful strategy for customers who are not proficient in SEO.
Try to ask only one important question and let you move on the project instead of sending a complete list that might not be answered by next week.
Or, if you have multiple potential paths, simplify the main points and make multiple choices for your customers.
5. Modify your onboarding process
If you find yourself dealing with unresponsive or difficult customers, try adjusting your onboarding process.
In the onboarding phase, you should use the new client:
Do all of the following to explain what your agency can achieve. Establish customer goals. Develop plans and timelines to understand how you will achieve these goals. Decide how often you meet with your customers to discuss progress. If you can, discuss how your agency will do & rsquo; get in touch with your customers.
Many agencies have succeeded in pre-establishing clear expectations, but if the customer is in the dark, don’t plan.
Solving this problem immediately can save you a lot of “What do I do now” and “What to do now.” The road to headaches. It also lets customers know that without their participation, you can’t do it best.
6. Try different communication modes
Can’t contact customer by email?
This may be the time for old-fashioned calls.
Other thoughts: Find your client on social media (but be sure to send them a message privately), or use the meeting scheduling tool to invite them to talk at the time that suits them.
7. Ask others
Sometimes you may not be able to wait for a customer’s answer.
If you’re working on time-sensitive work and can’t move on without a client, consider asking someone else in the company.
One idea is to find out who your primary contact is reporting to and asking about that person. This is not an ideal solution, but if you are a binding, it can sometimes give you an answer.
8. Emphasize the consequences
Let your missing customers know what will happen if you don’t receive a message within the specified time frame.
For example, you may need to reschedule project deadlines, or you may just get good results in your project without some important information that you lost.
Be careful not to disclose any worries you may feel to your customers. Just make sure they understand why their opinions are important to your success (and their success).
9. Looking for other ways to make progress
Even if you have to put a project on hold for a while, you can continue to achieve good results for your customers in other areas.
For example, when you are temporarily stopping, look for ways to re-promote or reuse their old content. When customers respond to you, they are likely to thank you for your initiative.
Takeaway
Good SEO requires teamwork between agents and customers.
Without your customers & rsquo; help and participation, it is difficult, if not impossible, to get the kind of results they are looking for.
But if the customer falls off the map, you can actually use some strategy.
Keep calm, follow them at reasonable intervals, and do whatever work you can do during this time & ndash; even if it means shifting focus to different projects for a while.
With some patience and persistence, even the most difficult to reach customers, you are likely to reconnect.
More resources:
11 big SEO challenges you will face your career you need to include in the SEO contract SEO 101: Understand the basics of search engine optimization