Best practices – Responses and Intent management
How should I handle polite declines?
A polite decline doesn’t always mean a hard no. Sometimes people genuinely aren’t interested, but often, they just don’t see the value yet or the timing isn’t right.
Thank them for their honesty and if their message leaves any room for future interest, offer a helpful insight or a simple question. If it’s a firm no, move on, but keep it friendly and professional. Make a note to check back later if there’s even a small chance things could change.
Example:
Thanks for letting me know. If things change or if you want to hear how others in your industry are tackling this, just say the word. I’ll check in again a bit further down the line.
How should I handle positive responses?
When you get a yes or real interest, this is your chance to show why talking with you is worth their time.
Reply quickly and thank them, offering a couple of specific times for a call, but always ask if something else would suit them better. Tell them what they’ll actually get from the conversation, like real examples or ideas that could help them.
If you don’t hear back, follow up a couple of times and try different channels, including LinkedIn if you’re connected. If you have their phone number, give them a call.
Example:
Great to hear from you. I can do tomorrow at 2pm or Thursday at 11am for a quick call, or let me know what works for you. I’ll share a few things that have helped similar teams.
How should I handle referral responses?
A referral means someone is pointing you to the right person. Thank the person who referred you, then reach out to the new contact as soon as you can. Let them know who sent you, offer two or three possible times to speak, and be flexible.
Make it clear why a chat could be useful for them, and offer any initial insight you might have. If you don’t get a reply, follow up and try calling or messaging them on LinkedIn if you can.
Example:
Hi [Name], [Referrer] suggested I get in touch. I’m working with teams on [specific challenge]. I’m free Wednesday at 10am or Friday at 3pm, but happy to fit around your diary. I have a couple of ideas that might be useful, let me know what works for you.
How should I handle deferred interest responses?
Interest to speak in a few weeks or requests for more info are good signs. It means they haven’t ruled you out and there is some interest to understand more. Ask when would be a better time to speak, or what information would help them move forward.
Offer something useful, like a case study or a tip that fits their situation. Always set a reminder to check back in, and don’t be afraid to follow up using phone or LinkedIn if you have those options.
Example:
No problem at all. Is there a better time for me to check back in, or anything you’d like to see before then? I’ll send over a short summary of what we’ve done for similar teams, and I’ll make sure to touch base at the right time.
How should I handle LinkedIn connection request accepts?
When someone accepts your LinkedIn connection, don’t just leave it hanging. Thank them, remind them why you connected, and share something quick and useful.
If you consider the business they work in to be a key target for you (tier 1 ICP), then you might want to consider sending a voice note or recording a video to make a real impact.
Example:
Thanks for connecting, [Name]. I thought it might be helpful to share some quick ideas around [challenge/goal]. If you’re open to a short call, let me know when’s good for you, or we can chat here first if you prefer.
How should I handle Engaged Prospect Web goal visits?
If a prospect visits your site and checks out key pages, it shows your outreach has piqued their interest, and acting fast can capitalise on that.
If the notification has their phone number, you should reach out soon after, it’s up to you if you mention you saw them online, these days prospects are aware of various tracking activities.
Refer to your email and suggest a call with a couple of time options if they are interested to know more. If we have already connected with them on LinkedIn for you, it’s worth dropping them a message there if there is no phone number.
How should I handle anonymous visits from Engaged companies?
If someone from a target company visits your site but you don’t know who, use it as a signal. Reach out to other contacts at the company if you have them, or try new contacts if possible. Reference your ongoing outreach and offer something new or relevant to spark interest. Use all available channels.
Example:
I wanted to share something that’s been useful for a few teams at [Company]. We’ve seen some real results in [area], and I think there could be a good fit for you. Let me know if you’d like to chat or see some examples.