No-shows killing your quota? Here are 9 steps to make prospects show up

No-shows killing your quota? Here are 9 steps to make prospects show up

Sales Blogs

Sales / Sales Blogs 1522 Views 0


Monday morning, 10:00 a.m. Assembly time.

You’ve obtained an appointment with a serious prospect who appears actually excited about your product. You're taking a deep breath, lean again in your chair, and stare on the telephone in keen anticipation. Any time now.

  • 10:05 a.m.: Nothing. However they’re in all probability simply late, proper? This stuff occur.
  • 10:10 a.m.: That’s odd. However they’re in all probability on their solution to the telephone proper now.
  • 10:15 a.m.: Nonetheless nothing. You determine to take the initiative and name, however get no reply.
  • 10:30 a.m.: No name. No textual content. No e-mail. Little question: You’ve received your self one other no-show.

Perhaps they only forgot, or maybe they misplaced curiosity. Both approach, it doesn’t make the state of affairs any much less irritating, particularly once they’re the ninth no-show this month (and also you’re not even midway by means of the month but).

There’s nothing extra infuriating than investing your time in a prospect solely to have them go darkish with out warning.

Positive, you'll be able to argue that no-shows are simply part of the gross sales course of. And also you’d be proper: Sometimes they're simply part of the job. But when they’re a daily prevalence, you’ve acquired an issue.

Let’s speak concerning the steps you'll be able to take to make sure that your prospects don’t simply present up for conferences; they’re excited to be there and keen to maneuver ahead.

What number of no-shows is just too many?

Assume you’ve obtained a no-show drawback? Let’s affirm that. What’s your no-show fee?

Most individuals I ask do not know. If that’s you, right here’s a fast approach to calculate it: Divide your complete variety of no-shows by the entire variety of scheduled conferences.

For instance: For those who had 50 conferences scheduled for the final month and 15 of them have been no-shows, your no-show fee can be 15/50, or 30%.

So what number of no-shows are too many? That will depend on what stage of the sales funnel your no-shows occur.

Prime-of-funnel no-shows

No-shows on the prime of the funnel are prospects you’ve solely simply met.

In the event you do a variety of chilly prospecting, no-shows are simply part of the deal; it’s virtually inconceivable to thoroughly get rid of them. However, as a common rule, these no-show charges ought to by no means exceed 20%.

Backside-of-funnel no-shows

No-shows on the backside of the funnel are these you’ve already invested substantial time and power into. You've got pitched them, managed their objections, discovered about their wants, and have accomplished every part you possibly can to schedule them for a gathering.

For those who’re getting cancellations and no-shows at this stage of the gross sales course of, one thing is fallacious. As a common rule, your bottom-of-funnel no-show charges ought to by no means exceed 10%.

“Is it one thing I stated?” Why prospects don’t present up

Earlier than we speak about decreasing no-show charges, let’s check out what’s inflicting them within the first place. Usually talking, no-shows occur for considered one of two causes: Emergencies or priorities.


Emergencies are the rationale it’s unimaginable to have a “zero” no-show fee. Sudden crises occur and, once they come up, they typically make it inconvenient or unimaginable to satisfy.

This might be something from a household emergency to a last-minute board assembly. Sadly, there’s not a lot you are able to do to get rid of exterior emergencies.


Most of the time, no-shows are the results of a prospect prioritizing one other activity over your appointment. Typically that is intentional, different occasions it’s unintentional.

This could possibly be something from the prospect simply forgetting your assembly to actively selecting one other assembly over yours. Fortunately, you will have virtually full management over your level of priority with a prospect.

9 scheduling tricks to get prospects to point out the hell up

When a prospect no-shows, it’s tempting to put all of the blame on them. How dare they, proper?

However most of the time, a lot of the blame is with the salesperson. The scheduling course of instantly influences the probability of no-shows and cancellations.

As a salesman, consider the scheduling course of as a gross sales pitch. Handle their objections first (we put collectively a free objection management template to assist). Then, supply an irresistible value proposition that makes your prospects not solely in your product, however in your assembly.

Right here’s how.

1. Personal duty for scheduling

In any gross sales course of, it’s not the prospect’s duty to purchase. It’s the salesperson’s duty to promote. [Tweet this!]

Many salespeople declare to know this, then go on to delegate all scheduling duty to the prospect. They’ll write a fantastic gross sales e mail then finish it with one thing like, “Let me know if you’d like to attach within the subsequent few weeks.”

With a sign-off like that, you’ll in all probability by no means hear from them once more; they don’t need the strain of creating that call in order that they’ll put it off till they overlook about it.

As an alternative of delegating duty, take full possession of scheduling by offering a transparent call-to-action. This call-to-action ought to talk the next three parts:

  • Two totally different assembly occasions: All the time supply a minimum of two choices to your prospect. If neither work, they’ll both let you recognize or supply a number of options. Remember to embrace the size of the assembly as nicely!
  • Worth: What precisely is the prospect going to get out of this assembly? Why is it value their time? What are you going to perform?
  • Medium: The place will the assembly happen? In-person? Over the telephone? By way of Skype?

As a salesman, everything of the gross sales course of is your duty. When you begin delegating management now, you’ll by no means get it again.

2. Be respectful (and use widespread sense)

It doesn’t matter what you’re promoting or who you’re promoting to; sure occasions and days simply suck for conferences. Use widespread sense and don’t schedule throughout these occasions. For instance, nobody needs to satisfy throughout:

  • Monday mornings: Monday mornings are often a busy time of inner conferences and weekend catch-up.
  • Friday afternoons: On a Friday afternoon, the one factor in your prospect’s thoughts is wrapping up work and attending to the weekend as quickly as attainable.
  • Holidays and holidays: The times instantly earlier than or after a vacation/trip are extremely busy, and prospects aren’t more likely to prioritize your assembly over their time without work.

The issue is, most of your prospects don’t understand they really feel that approach. They’ll gladly schedule one thing for these occasions however, when the assembly lastly rolls round, they’re more likely to no-show or cancel in favor of one thing or another person.

Every prospect will even have their very own scheduling preferences. Discover out what these are early on, as a result of your effort to make their life simpler gained’t go unnoticed and also you’re much less more likely to need to cope with a no-show state of affairs.

three. By no means schedule greater than 2 weeks prematurely

Each time potential, don’t schedule something greater than seven days prematurely. If that isn’t lifelike, check out the subsequent 14 days. And if even that doesn’t work, don’t schedule a gathering in any respect.

Positive, your prospects are in all probability prepared to schedule one thing for subsequent month when their calendar is obvious. However within the subsequent 30 days, that calendar goes to refill. And the extra time passes between your preliminary assembly, the much less necessary you’ll be.

By the point that appointment lastly rolls round, they’ve doubtless forgotten who you're and why they’re assembly with you. And you realize what occurs then: One other no-show.

In order a common rule: Should you can’t schedule a gathering inside the subsequent 14 days, agree to the touch base once more in two weeks and take one other take a look at the calendar.

four. Use the facility of "proper the fuck now" to set follow-up appointments

If you’re on the telephone with an prospect, you will have their full consideration; they’re engaged and also you’ve obtained a cushty, influential rapport. So why would you finish the name with a remark like, “I’ll ship you a couple of assembly occasions as soon as we’re off the telephone and we’ll get one thing on the calendar.”

In the perfect case state of affairs, the salesperson sends an e-mail inside 15 minutes. However even after 15 minutes, a lot of your prospect’s pleasure has deteriorated as a result of they’ve moved on to different duties.

So why wait? When you’ve received them on the telephone, use the facility of "right the fuck now" and schedule one thing then and there. Even higher, ship the calendar invite whereas they’re nonetheless on the road.

5. Flip occasion invitations into gross sales pitches

Talking of calendar invitations, are yours optimized to scale back no-show charges? In all probability not. When most individuals ship a calendar invite, it seems one thing like this:


However let’s be trustworthy: Does that invite make you need to follow-through on the appointment? Positive, you may out of obligation, however it undoubtedly doesn’t depart you feeling excited. Is it any shock prospects choose out?

As an alternative of straightforward reminders, consider calendar invitations as gross sales emails.

And what’s crucial a part of an e mail? The subject line. Like a topic line, your occasion title ought to be attention-grabbing.

As an alternative of one thing obscure and uninspiring like “Demo,” why not attempt a title like:

  • "30 minutes to determine your subsequent CRM"
  • "Deciding if is the appropriate match"
  • "Exploring’s CRM capabilities"

However don’t cease with the title. You can too use the notes part as a mini-pitch for the occasion. Listed here are three issues to incorporate in your occasion notes:

  • Contact info: Embrace your identify, firm, web site, and the medium you’ll be speaking over (together with the telephone quantity/Skype username, and who will name whom).
  • Agenda: Clearly talk the motion gadgets you’re going to perform at this assembly.
  • Worth: What worth are these motion gadgets going to generate for the prospect? What are they getting out of this change?

Your calendar occasion ought to be a mini gross sales pitch. That method, even for those who aren’t actively speaking together with your prospect, you’re nonetheless promoting them in your product and appointment each time they evaluation their schedule.

6. Comply with up. Relentlessly.

Though calendar invitations are a fantastic reminder, don’t assume they’re sufficient to get your prospect to point out up. As with all a part of the gross sales course of, the key to success is following up.

A couple of days earlier than the assembly, attain out by way of no matter medium is only. This might be telephone calls, texts, emails, and even social media. (Our inside sales CRM makes all of this very straightforward. Integrated calling, emailing and texting allow you to ship reminders with a couple of mouse clicks, and utilizing integration links makes it very straightforward to ship tweets at prospects. With our Clearbit integration, you'll be able to mechanically enrich your leads with their social media profiles.)

However keep in mind: You’re not simply there to remind them of the appointment. You’re there to remind them of the worth they’re going to get out of the appointment. Don’t promote the product, promote the assembly.

Fast word: Following up doesn’t finish simply because somebody was a no-show. If somebody doesn’t present up, don’t assume they aren’t . Assume they both forgot or had an emergency, then proceed to succeed in out till you get a response.

For those who’ve despatched six to eight follow-up emails and nonetheless haven’t heard again, ship the break-up email. You’ll be amazed at what number of responses you get with a topic line like, “Goodbye from”

7. Lay a (mild) guilt journey

This subsequent tactic must be used cautiously. It may be very efficient, however it’s additionally straightforward to cross the road of gross sales ethics and honesty.

However first, a fast psychology lesson. As people, we’re pushed by two forces: Experiencing pleasure and avoiding ache. And most of the people will do extra to keep away from ache than they'll do to hunt pleasure.

When following up on a scheduled appointment, you'll be able to dramatically improve the probability of your prospect displaying up by leveraging their want to keep away from ache with a (very) mild guilt journey.

Right here’s how: A day or two earlier than the assembly, ship an e-mail outlining the time and power you’ve invested. For instance:


Canceling a gathering after an e mail like that might imply losing a big chunk of your time and disappointing a number of individuals. With that on the road, your prospect is more likely to point out up.

However don’t go overboard. There’s no want to decorate or exaggerate to get your level throughout. No deal must be constructed on a false basis.

eight. Leverage your time with a digital assistant

You weren’t employed to set appointments; you have been employed to shut offers. However the busier you get, the extra time you’ll spend managing your calendar. And the extra time you spend managing your calendar, the much less time you spend promoting.

Should you spend various hours every week on scheduling, you may need to look right into a digital assistant. They’ve turn out to be more and more reasonably priced over the previous few years and, in lots of instances, in the event that they help you shut even yet one more deal, they’ve paid for themselves.

This association isn’t proper for everybody however, in lots of instances, it’s a helpful funding with a excessive (and near-immediate) ROI.

Not able to decide to a digital assistant? Take a look at these 13 scheduling tools for salespeople.

9. Present the hell up

The instance you set is the instance your prospect will comply with.

Even one cancellation, reschedule, or no-show is sufficient to inform your prospect, “There are extra essential issues than this deal, and it’s okay in the event you really feel that method, too.”

Nothing in need of a serious emergency ought to stand in the best way of your commitments. And if one thing does come up, let your prospect know as quickly as potential. Then make each effort to arrange one other assembly. For instance:


Notice how the e-mail doesn’t excuse the cancellation as “no massive deal,” clearly communicates the worth that might have been generated on the assembly, and gives alternate occasions for the prospect to obtain that worth.

Wait, I’m nonetheless getting no-shows! Now what?

Even should you do every thing outlined above, you’re nonetheless going to get no-shows. It’s simply part of the gross sales course of.

As a salesman, you might want to settle for that. However extra importantly, you should plan for it. The worst factor you are able to do is assume it gained’t occur. It should and, when it does, you’ll all of a sudden have a 30–60 minute void in your day.

Until you put together for that void, you’ll find yourself filling it with random, pointless, unproductive crap. And there are few issues that may stymie your success as a lot as losing time.

So any time you could have a gathering scheduled, have a backup plan. If the appointment falls by means of, you want to know precisely how you’re going to spend that time.

Finally this may be spent nevertheless you see match, however attempt to discover duties which might be simply as worthwhile because the appointment would have been.

It gained’t essentially take away the sting and frustration of a no-show, nevertheless it will provide you with one thing productive to channel that power into. That may make all of the distinction between a complete upset and a minor annoyance.

And with that, you’re able to crush your no-show charges. Give these methods a attempt to, in a pair weeks, come again and share your expertise within the feedback under. I’ll sit up for listening to the way it went!

Annoyed by prospects' objections or excuses on why they can not attend conferences? The objection administration template may have you dealing with objections like a professional very quickly. 

Get your FREE objection management template

Really helpful assets:

13 scheduling tools for salespeople
Need to optimize your scheduling course of with out hiring a digital assistant? Check out these 13 instruments and scale back one of many largest time-wasters in gross sales.

10 time management tips to crush the coming year
Unsure what to do with the additional time following a no-show? Take a look at these 10 ideas and also you’ll be productive very quickly.

10 prospects that are wasting your time (and how to spot them)
Some prospects are higher off as no-shows. In truth, some prospects shouldn’t be pursued in any respect. Ensure you’re chasing the correct prospects with this useful information.