Illustrative example · Customer follow-up
Remember the opportunity behind “not yet”.
Tom Jones is considering a £70,000 extension, but planning and his fixed-rate mortgage mean the timing is likely to be around 18 months away.
What Tom told us
"We'd like to do it, but we need planning sorted first. Our fixed-rate mortgage runs for another 18 months, so we'll probably look at remortgaging and doing the extension then."
- Customer
- Tom Jones
- Project
- £70,000 extension
- Planning
- Required
- Mortgage timing
- Around 18 months
- Relationship owner
- John
- History
- Quotation and conversation linked
TodayRemember why Tom is waiting.
Keep the project, planning issue, mortgage timing, quotation and original conversation together, not just a reminder to call him in 18 months.
During the 18 monthsStay relevant without becoming a nuisance.
An agreed workflow could flag a relevant project update or the approach of Tom’s refinancing date for John to review.
John decides whether there is a useful reason to get in touch.
When the timing changesBring John the full picture.
When Tom approaches the point he originally mentioned, John gets the conversation, quotation and relevant updates before deciding how to reconnect.
Keep the relationship active and relevant until Tom is ready to move forward.
Tom was one conversation. How many does your business have every day?
How much potential future income has been mentioned in passing, then slipped off the radar because it seemed too distant or unlikely at the time?