Following up leads · ASRR Tech
How do you follow up a lead who does not respond?
Start from the original request and contact preference. Define a bounded follow-up plan and when to close or revisit the journey.
A practical example
A prospect requests information and is then temporarily unavailable.
This is an illustrative situation for assessing your own process.
Checklist for your team
- Check past touchpoints.
- Choose a suitable follow-up.
- Define an endpoint.
What does success look like?
The record contains a deliberate next decision, not an endless task.
Test this with a recognisable record and have a colleague review the outcome. Note missing information or decisions. Use that finding to improve a working agreement before applying the process more broadly.
Following up leads: the wider process
Follow-up works when a record has an owner, a specific next action and an agreed time. A status alone does not tell a colleague what to do. Describe an action with a verb and an outcome: call to arrange an intake, or check that a quotation arrived. Respect the customer’s contact preferences. Agree which situations take priority and when contact should end. Review a small sample of open records regularly to see whether the process works beyond the ideal journey.