👻 Don’t Get Ghosted: 10 Tricks to Bring Your Customers Back from the Dead!

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Hey there, Customer Success Pro! 👻

With Halloween around the corner, we all know there’s something scarier than haunted houses… being ghosted by your customers! 😱 Q4’s pressure is creeping in, and if the end-of-year target has you spooked, you’re not alone. But fear not! I’m here to help you banish the ghosting curse for good and keep your customers engaged (and coming back for more!).

In this Halloween-themed edition of the newsletter, let’s dive into 10 ways to resurrect those ghosted connections and turn those “BOO!” moments into “YES!” moments for solid customer relationships and more unlocked revenue. 🧛‍♀️💰

1. Shine a Light on Value Early

First things first – every interaction with a customer should feel like a mini “treat” (without the tricks!). Don’t let your value fade into the shadows; remind your customers right away how your solution impacts their business goals. Start each meeting by anchoring your conversation in the value they’re gaining. A quick email reminder showcasing a key win or two can even turn a “no response” into a “thank you!” 🎉

2. Be the Ghostbuster of their Blockers

Sometimes, customers go dark because they’re facing internal obstacles or struggling to find value. Don’t be afraid to ask about potential blockers – “Is there something that’s slowing things down on your end?” Showing genuine interest and understanding can make all the difference. Often, they just need a reminder that you’re there to help them overcome these spooky challenges!

3. Make Scheduling Painless – or Even Fun!

If you’ve ever sent an email to schedule a call and been met with silence, consider making scheduling as seamless as possible. Try offering two or three specific time slots that work for you – no endless back-and-forths. And if your customer has ghosted you before, add a little humor in there – maybe even a Halloween-themed invite with a playful “Don’t ghost me! 👻” message to make it more memorable and engaging.

4. Use Data to Spark Curiosity 👀

You don’t need a crystal ball to predict what’ll grab your customer’s attention! Instead, use data-driven insights to point out what they might not see yet. Did usage drop? Are other companies in their industry showing stronger results? Sending a report with an eye-catching data point will give them a reason to engage and stay curious.

5. Send a ‘Treat’ – Not Just Tricks 🎁

We all appreciate a little “treat” here and there. If you’ve recently published a case study, developed a new feature, or created a resource they haven’t yet explored, send it along with a quick note on how it can benefit them. It’s a little something that says, “I’m thinking of you” without directly asking for their time.

6. Remind Them of Important Milestones (Without Spooking Them)

Sometimes customers forget the renewal or QBR deadline until it’s too late. Setting gentle reminders a few weeks or months in advance can help keep the urgency alive without overwhelming them. If the end-of-year push is approaching, be proactive with soft reminders to avoid any last-minute hauntings.

7. Offer to Help Prepare for Their End-of-Year Goals 🎯

Many teams feel the pressure in Q4, trying to wrap up initiatives and hit year-end targets. Reaching out to help your customers achieve their own big goals can be a huge reason for them to re-engage. Say, “How can I support you in meeting your year-end targets?” It’s one way to make your role as a CSM feel even more valuable during the busiest time of the year.

8. Make Each Outreach Uniquely Themed

Embrace the spooky theme of the season or any theme that feels appropriate for your customer! Inject some personality into your messages to make them stand out. Try a Halloween pun, a festive emoji, or even a seasonal Zoom background if you’re on a video call. The unexpected touch makes you memorable, not forgettable.

9. Get Personal – But Not Too Spooky

While it’s important to focus on business, adding a personal touch can make you feel more approachable and less like a phantom in their inbox. If they mention something off-topic in a previous conversation – a vacation, family event, or something they’re excited about – briefly reference it. It shows you’re paying attention without feeling intrusive.

10. Keep Calm, and Don’t Fear the Follow-Up

If a customer hasn’t responded after a few tries, it’s okay to follow up again. This time, though, reframe the message to focus solely on their needs and goals. Instead of saying, “I’m following up on our meeting,” try “I want to make sure you have everything you need to make progress this quarter.” Keep the door open without making them feel pressured – and they may just walk back through it.

Takeaways 📝

1. Be Consistent with Value: Remind them of the “treats” they’re getting from you regularly.

2. Add Personality to Outreach: Make scheduling fun, and inject personality to stay memorable.

3. Focus on Their End-of-Year Goals: Show you’re there to support them, especially with year-end targets.

Using these tactics, you’ll build connections that will keep your customers from “ghosting” – and instead have them reaching out to you. Remember, the end-of-year push doesn’t have to be terrifying; it’s a time to unlock real revenue potential by keeping your customers engaged and excited.

Here’s to keeping those scary ghosting moments out of our inboxes and turning every touchpoint into a chance to connect. Until next time… stay spooky and successful!

That's all for now.

I hope you’ve found this newsletter helpful. If you did find it helpful feel free to forward it to a friend or a colleague, sharing is caring! If you have any questions or suggestions, please feel free to contact us.

Cheers to your CS success,

Anika

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