Managing no-shows in sales is crucial for maintaining productivity and revenue. In this blog, we’ll explore effective strategies to handle and reduce no-shows using Close CRM. By the end, you’ll know exactly how to ensure no lead slips through the cracks.

The Issue of No-Shows

No-shows can be a significant problem in sales, leading to lost time and potential revenue. When a scheduled call doesn't happen, it disrupts the workflow and can negatively impact sales performance. Understanding how to manage these effectively is key to keeping your sales process on track.

Initial Steps to Handle No-Shows

The first step in handling no-shows is to fill out a Post-Call Activity in Close CRM. This is where custom activities come into play. Setting up a "Call Not Completed" activity is essential. Here’s how to do it:

The "Call Not Completed" form should include a field where the salesperson selects themselves as the lead owner. This ensures accountability and keeps track of who is managing the lead. Next, it should have a date field to note when the call was supposed to take place. This is crucial for tracking the timeline of interactions with the lead. Lastly, the form should have a reason field, specifically marked as "No-Show" for this scenario. This helps in categorizing and analyzing the reasons for no-shows.

Once this information is logged, it becomes actionable and sets the stage for the next steps in managing the lead.

Automating the No-Show Process Using Zapier

Automating this process using Zapier can significantly streamline managing no-shows. Here’s a simple three-step automation process using Zapier.

Trigger Setup: The automation begins with a trigger based on the "Call Not Completed" custom activity being published in Close CRM. This ensures that every time a call is marked as not completed, the process starts automatically.

Filtering for No-Shows: The next step is to set up a filter. This filter will sift through the custom activities to pull out only those marked as "No-Show." This is done by selecting the reason field within the custom activity and ensuring it contains "No-Show." This precision ensures that the automation only targets the relevant activities.

Workflow Subscription: The final step is subscribing the contact to a no-show workflow. Using the contact ID from the initial custom activity, the system enrolls the lead into a predefined workflow designed to follow up on no-shows.

This setup ensures that every no-show is automatically enrolled in a follow-up process without manual intervention.

Creating an Effective No-Show Workflow

An effective workflow for no-shows combines emails, texts, and phone calls over a 15-day period. Here’s an example:

The workflow starts with an initial SMS immediately after the no-show, saying something like, "Hey [Contact First Name], I just tried calling but it went to voicemail." This quick follow-up shows prompt attention and keeps the lead engaged. Following this, another text message is sent shortly after, asking, "Everything okay?" This double-text approach increases the chances of getting a response.

The next step is an email sent the same day. The email content should be professional and understanding, stating, "Hi [Contact First Name], it’s [User First Name] from [Company]. I just tried to call for our scheduled appointment but couldn’t reach you. When would you like to reschedule? You can text or call me at [User Phone]."

The workflow then includes a series of delays and additional touchpoints spread over 15 days. For instance, one day after the initial contact, another text message is sent, followed by a phone call. This is repeated with varying intervals and methods of communication, ensuring persistent but not overwhelming follow-up.

Optimizing Workflow Steps

It's important to ensure each step in the workflow is correctly assigned to the appropriate user. Customizing the message copy to match your brand voice is also crucial. For example, including the sales rep’s name and contact information in all communications makes the follow-ups more personal and effective.

To assign the workflow steps correctly, make sure each step is sent from the designated user, not the admin or creator account. This can be managed by setting up the assigned user in a custom field within Close CRM. This ensures that all communications appear to come from the person the lead has been interacting with, maintaining a consistent and personal approach.

Advanced Tips for Maximizing Responses

One high-converting step is sending a simple message with the contact’s first name, like "Contact First Name?" This often results in the highest response rate and re-engages the lead quickly. Adding a few words like, "Is this Contact First Name?" can also be effective. This step, placed strategically within the workflow, can significantly boost engagement rates.

Conclusion