Sometimes clients don't respond. Here's how to follow up effectively without being pushy.
Before Following Up
Consider why they might not have responded:
- Message was overlooked
- Life got busy
- They're unsure how to respond
- They're waiting on something
- They're avoiding a difficult topic
Follow-Up Timeline
- First follow-up: 2-3 days after original
- Second follow-up: 5-7 days after first
- Phone call: If still no response
Follow-Up Message Examples
Gentle Reminder
"Hi {{firstName}}, just checking that you saw my message from [date]. Let me know if you have any questions!"
Emphasizing Importance
"Following up on my earlier message about [topic]. This is important for your case because [reason]. Can you please respond when you have a moment?"
Offering Alternatives
"I haven't heard back about [request]. If this is difficult to complete, let me know and we can discuss alternatives."
When to Escalate
If a client remains unresponsive after multiple attempts:
- Try a different channel (CaseChat if using messages, or vice versa)
- Call the client directly
- Send a letter if required
Prevention
Set clear expectations during onboarding about response timelines and the importance of communication.