What Should You Do When a Client Ignores You?

How to deal with a client who won’t respond

It might be a tricky situation to tackle, so here are a few common scenarios and tips for dealing with a client who doesn’t respond, depending on what you are waiting for.

Are you waiting for them to give you the go-ahead on a project?

Too many of us interpret silence as, “They must mean to ignore me because they don’t want to go ahead with the project or they found someone else.” More often than not, however, they haven’t made a decision yet, and this is where your business can offer a little push. 

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These are some of the reasons someone may hesitate on a business decision:

• They don’t see it as urgent or a priority.
• They aren’t sure if there will be a measurable return on investment.
• They think it will take up their time, and they don’t see space in their upcoming schedule; even headspace can be an issue.
• Other people involved in the decision-making process aren’t as convinced as they are.

Solution: Don’t jump to conclusions. There are limits to how many times you can follow up with “Just wondering if you’ve read my proposal.” If you have taken the time to get to know them, you can use other communication methods to reach them. 

“Step back and consider what else is going on with that client,” advised Alyson Austin, principal and co-founder of Gaffney Austin LLC. For example, has there been a change in leadership? Is the new person responsible overwhelmed with their new role?

Find out more about their issues. Listen to the client to see what is causing the delay. Once you’ve gathered this information, you’ll be better equipped to offer reassurance and emphasize your business’s value. 

Are you waiting for them to give you feedback on your project?

If you’re still waiting for feedback, it could be because they haven’t had a chance to give your proposal their full attention. Or it may be that they need to ask their business partner, spouse, clients or friends for their opinions. Sometimes, however, it does mean your worst nightmare: They don’t like what you’ve done, and they are embarrassed to tell you.

Solution: Book a call or meeting, and remind them that it’s rare for a first draft to be the final version. Let them know you welcome their feedback, even if it’s radical, and that you’re committed to giving them a result they will love. You can also try asking for feedback differently so they feel you genuinely want it. 

Are you waiting for them to send you information?

You’ve delivered your bit, and you’re waiting for them to send you the final details. Chances are, they feel a bit embarrassed that they are holding things up. Although it could be something else — for example, they aren’t happy with a stage of the project — it’s most likely this embarrassment factor.

Solution: Make it clear that this is quite normal, and remind them of the reasons you started the project in the first place. Offer to schedule a call to suggest ways to help them. Aside from being motivational during this call, you can make practical suggestions. This call can include external support, a session with you, help with getting information from the third party that’s causing a bottleneck, or a co-working session, depending on your relationship. 

Are you waiting for them to give you a testimonial?

For the most part, when you ask for a testimonial, you will choose the clients that have had the most success as a result of the work you did. However, despite this mutual benefit, it’s common to not get that testimonial or Google review as quickly as you’d like.

Why do people hesitate? It’s usually not about you. Like all of us, they are busy. But there is another common reason: They often don’t know what to write. Some people find it easy to write testimonials and reviews, but others get writer’s block. They don’t know where to start. This is why it’s so common for people to say, “Can you write it for me and send it to me for approval?” This works sometimes, but LinkedIn and Google reviews are incredibly important for “social proof”; the people need to log in themselves.

Solution: Make it as easy as possible for them. Take it in stages. First, inquire if it’s OK to ask them some questions about your work together. Reassure them that it won’t be more than two or three questions and that they can have full editorial approval. 

Are you waiting for them to pay you?

Having your invoices ignored can be very frustrating. Clients may be having money issues, so you may want to suggest a payment plan to help them out. They may just be busy, or they may be unhappy with a part of the project but don’t feel brave enough to tell you.

Be honest with yourself: Is there anything you did during the project that could have been done better? Is there anything you might have done to upset them? Even if they’re wrong, open your mind to these possibilities. Put yourself in their shoes, and try calling them to talk it through. Communication has the potential to solve some of these issues or disputes.

Solution: A staged approach is preferred. If you don’t want to ask them to pay a deposit up front, try to do three gentle reminders — at seven, 15 and 28 days — via an automated invoice reminder system. Only after this time has passed should you start with personalized emails and follow-ups.

“Rather than brandishing the legal stick straight away — which only sours relationships — I take a more nuanced approach… [by sending] a ‘concerned partner’ email,” said Jean Louis Hardy, founder and business development specialist at ENG2. “This not only maintains goodwill but also subtly shifts the conversation from ‘I owe you money’ to ‘Let’s solve this together.’”

If you don’t get a response to your emails, pick up the phone. As a last-case scenario, you may need to involve a debt collector. 

More tips for when a client ignores you

There are other times when you might be ignored, like when you suggest a meeting with an old client out of the blue. Whether the person responds depends on the strength of your relationship; how busy they are; and how often they check their email, LinkedIn business profile or other access points. Here are some more tips for what to do when a client is not responding.

• Put yourself in their shoes. People can get busy and overwhelmed with other commitments. It’s essential to review these patterns, but you should also recognize that your clients receive numerous emails and have personal matters to handle. “Put your ego on the back burner, and focus on caring about them as a person rather than a client — that change of attitude will bring them around,” said Baruch Labunski, CEO of Rank Secure.
• Avoid assuming the worst. Don’t go straight to the worst-case scenario. There could be numerous reasons why your client hasn’t responded. Give them a chance to rectify the situation and explain their side of the story without feeling embarrassed or vulnerable. “You want an unresponsive client to feel you are on their side and care about them personally,” Labunski explained. “Avoid embarrassing them further with insults or lectures about how professionals should communicate.”
• Try another method of communication. If your client has gone quiet, it could mean that your emails are getting lost or that they lack a standout email subject line. If you aren’t getting a response via email, try calling, leaving a voicemail or sending a text if you can. “Be the ‘annoying and needy girlfriend,’” said Emily Reynolds Bergh, founder of R Public Relations. “We call … text and … email daily [until] we get an answer. It is annoying, but … we get to say we have done everything in our power to get the answers.”
• Vary your approach. Instead of immediately hassling your client, try forming a personal connection by talking about nonbusiness topics first. You can also send a tailored handwritten note that might inspire them to reach out. “When I have a client that is unresponsive, I very carefully watch their social media activity, [and] whenever possible, I like and comment on their posts with thoughtful input,” Austin said. “By doing this, I am showing that I am supportive of their organization, even in a small way … [and] keep the door open to working together.”
• Use motivational language. Make sure your email has a clear call to action that uses phrasing such as “Let me know your thoughts about X, Y, Z.” That way, they know exactly what information you are expecting in return. “I prefer employing a strategic nudge — creating urgency, not desperation, by subtly emphasizing the consequences of continued silence,” Hardy said.
• Be honest with yourself about your relationship. Unfortunately, if you’ve gone every route possible and just can’t get them to respond, it might be time to dissolve the partnership. You can’t force something to work if both parties aren’t equally putting in the effort.

Don’t let yourself get the “stalker” label. At some point, you will have to decide that the customer is not worth your time, walk away and chalk it up to experience. 

Lauren Kubiak and Keren Lerner contributed to this article.