Q: When making follow-up telephone calls, what have you found as the best method besides leaving a message to actually reach someone live to speak with? I'm thinking that a follow-up email after the initial phone message, asking when a good time and best number to reach them at for their convenience may be best. Any suggestions will be appreciated.
Mary in Washington, DC
A: There are key things you can do to ensure a successful Five-Step Follow-Up Call.
It begins with the invitation: each person being invited to the Point of Entry Event should be told by the person who invited them that they will receive one follow-up call after the event.
At your Point of Entry Event, have the board member or volunteer doing the welcome mention the follow-up call in their opening remarks, identifying the person who will be making the call by name and highlighting the purpose of the call being to answer any questions the guests may have, as well as getting their feedback. Be sure the person making the Five-Step Follow-Up Call has a speaking role in the program. Lastly, have the board member or volunteer who does the wrap-up reiterate the follow-up call again when they close the program.
Finally, if you get voice mail when you make the first call, leave a message that implies you want to speak with them. Don't just say thank you for coming to the event. If you don't hear from them within a week or so, make the second call and indicate in your message that you will send a follow-up email. Make sure the calls are spread several days apart. The email should be sent after the second message is left, and that would be a great way to try and schedule a time with someone who is just busy or hard to get ahold of, or get a conversation going via email, hopefully leading to a call to get their feedback.