Working with Elusive Clients

The elusive, or quiet client, is one who never asks for anything. They politely decline meetings–or impolitely and repeatedly fail to show up! And yet, you are on the hook for their renewing or expanding their contract. What can you do?

First, realize that a quiet client is a dangerous client. They can turn from quiet to ghost overnight, and you won’t see it coming or be able to do anything to mitigate the exit.

Review the initial deal. Did they initiate it, or were they “sold to”? Are the original contacts still there or have they moved on? Were the use cases documented? Is the sales rep still around, and can they remember the transaction? Eager prospects rarely go quiet after the deal, so figure out whether they are worth your efforts.

Study their usage patterns. Metrics speak loudly, even if the client isn’t talking to you. Are existing users active? Can you see new signups? Are they using newer features? If indicators are positive, it’s a great way to re-engage with the client. If not, create some recommendations you can share with them.

Make new connections. It’s always good to cultivate multiple contacts, to have backups, and if your contacts are on the lower end of the org chart, it’s good to move up. New contacts may be more amenable to a dialog than your existing, quiet ones.

Deliver value–not boring performance metrics or, worse, sales pitches. I’ve sat in plenty of subpar business reviews and I would not choose to show up to more of the same. Don’t be afraid to offer short, value-packed meetings with insights on on how to better use the product (based on your observations of their usage) and best-practice tips based on experience with other clients. Once you regain their trust, you will be able to get more of their attention.

What is your playbook when it comes to elusive clients? Comment and share your experience.