Every follow-up should have a compelling purpose.

Open your last few messages to a shopper. Do they answer a question, explain an option, or provide information the person needs? Or do they mostly ask when they’re coming in?

Jasen Rice talks about earning business by sharing useful information and staying involved. Before your next follow-up, look at what the customer still needs to decide. Send the price they requested, explain the trade-appraisal process, or share a review that addresses a concern they raised.

Then ask whether it helped and what they still need. Respect their contact preferences, and give each conversation a reason to continue.

Related reading on Driven Frontline →

Based on Matt Jones’s Driven Frontline interview with Jasen Rice. The suggested exercise is a Driven Frontline application of that conversation.