Follow-Up Communication Tips

I managed a 70 person recruiting team, hired thousands of engineers, and was told that the facebook recruiting team had an internal blog breaking down my outbound approach bc so many engineers had shared it internally... These are my outbound sourcing maxims. 1. get good at email - use the prospect's personal email (NEVER INMAIL!!!!) - subject line must be about THEM (but not basic "go trojans!") - declare your intent ("I think you fit for our team") - 90% of message should be about THEM - people like to be liked - list why you are impressed by them - humor helps most of the time - DO NOT TALK ABOUT YOURSELF - DO NOT LINK JOB DESCRIPTIONS - SERIOUSLY STOP WTF - ... sell the conversation, not the job Two main takeaways here. One, approaching someone and telling them that you are amazing "gives the ick." This is as true in recruiting as it is in dating. Two - don't force existential consideration early. If you give lots details about the opportunity, people will find every reason to find that it's not a fit. Also, you're coming on too hard. 2. you need to contact WAY more people than you think - good response rate = >20% - good interested response rate = >10% - only a fraction of those who take a call will actually be a fit - == >50 outreaches per day for most roles ... seriously, LOTS OF OUTBOUND, and it's gotta be good. I used to not even check my email until I'd sent 50 outbounds every day. Each outbound had to meet my conditions above. 3. people are most honest at the outset - take advantage - more time in process == candidate is more likely to WANT the job - people who WANT something are more covetous of it - and people who want something might not be entirely open ... the stakes are low on the first call - so candidates are more likely to be open about their needs - so you should do everything you can to get them NOW. 4. STOP TALKING!!! ("god made you with two ears...") - people love to talk about themselves (if it feels safe!) - 30 minute call? Candidate should be talking for 27 of them - ask good questions, think "Hot Ones" quality - goal: figure out what they care about - ... then spend 3 minutes delivering a supremely tailored pitch Bad recruiters pitch at the outset, with no idea what the candidate cares about. Great recruiters find the buttons, then push them. 5. move as fast as possible once you have the right one - people want to feel wanted... - time is typically interpreted as disinterest (even if that's not accurate) - so, move fast as you possibly can, give clarity about next steps, etc ------------------------------------------ The succinct version... - Write great emails - Write a lot of emails - Ask deep questions early - Listen before speaking - And don't dilly dally when you have the one Easy to write. Hard to do. But this is 100% my blue print.

Excellent tips here illustrating how a subtle change in tone can have a massive influence upon how your message is received. 1) Acknowledge Delays with Gratitude "Sorry for the late reply…" "Thank you for your patience." 2) Respond Thoughtfully, Not Reactively "This is wrong." "I see your point. Have you considered [trying alternative]?" "Thank you for sharing this—I appreciate your insights." 3) Use Subject Lines That Get to the Point "Update" "Project X: Status Update & Next Steps" 4) Set the Tone with Your First Line "Hey, quick question…" "Hi [Name], I appreciate you. I wanted to ask about…" 5) Show Appreciation, Not Acknowledgment "Noted." "Thank you for sharing this—I appreciate your insights." 6) Frame Feedback Positively "This isn’t good enough." "This is a great start. Let’s refine [specific area] further." 7) Lead with Confidence "Maybe you could take a look…" "We need [specific task] completed by [specific date]." 8) Clarify Priorities Instead of Overloading "We need to do this ASAP!" "Let’s prioritize [specific task] first to meet our deadline." 9) Make Requests Easy to Process "Can you take a look at this?" "Can you review this and share your feedback by [date]?" 10) Be Clear About Next Steps "Let’s figure it out later." "Next steps: I’ll handle X, and you confirm Y by [deadline]." 11) Follow Up with Purpose, Not Pressure "Just checking in again!" "I wanted to follow up on this. Do you need any additional details from me?" 12) Avoid Passive-Aggressive Language "As I mentioned before…" "Just bringing this back in case it got missed."

Found this 1980 ad about writing clearly. 65 years later, it's still the best writing advice I've ever seen: 1) Know exactly what you want to say before you start Most people start writing and figure it out as they go. That's why most writing sucks. Thompson says outline first, write second. Revolutionary concept, apparently. 2) Start where your readers are, not where you are Don't assume people know what you know. Meet them at their level of understanding, then bring them along. Most "experts" write for other experts and wonder why nobody gets it. 3) Use familiar word combinations Thompson's example: A scientist wrote "The biota exhibited a one hundred percent mortality response." Translation: "All the fish died." Stop trying to sound smart. Start trying to be clear. 4) Arrange your points logically Put the most important stuff first. Then the next most important. Then the least important. Seems obvious, but most people do it backwards. 5) Use "first-degree" words Thompson says some words bring immediate images to mind. Others need to be "translated" through first-degree words before you see them. "Precipitation" => "Rain" "Utilize" => "Use" "Facilitate" => "Help" 6) Cut the jargon Thompson warns against words and phrases "known only to people with specific knowledge or interests." If your mom wouldn't understand it, rewrite it. 7) Think like your reader, not like yourself Thompson asks: "Do they detract from clarity?" Most writers ask: "Do I sound professional?" Wrong question. TAKEAWAY: This ad is from 1960. The internet didn't exist. Social media wasn't even a concept. But the principles of clear communication haven't changed. Most people still can't write clearly because they're trying to impress instead of express.

Most reps think they’re “doing outbound.” But their idea of a sequence is 6 emails, zero value, and a few sad bump messages. That’s not prospecting. That’s praying. Meanwhile, my clients are booking meetings with CROs at Fortune 500s — and here’s the sequence they use (10 touchpoints, built to convert): If your pipeline sucks, your sequence probably does too. Most reps don’t get ignored because they’re bad at writing emails. They get ignored because they rely on one channel. Because they give up after 2 touches. Because they confuse “checking in” with “creating urgency.” Here’s how high-performing reps actually break through: 1. The structure: 10 touchpoints across 20 days - 6 emails - 3 phone calls - 1 video on LinkedIn Every message with a purpose. Every channel working together. 2. The content: Stop bumping. Start teaching. Most sequences are noise. They repeat the same CTA (“just checking in!”), offer no insight, and get deleted by day 2. Instead, think in layers: Email 1 = POV tailored to the account Email 2 = Specific ways you help teams like theirs Email 3 = Case study or customer story Email 4 = ROI data, benchmarked Email 5 = Industry whitepaper or third-party research Email 6 = Product demo or experience preview Every email adds value. Even if they never reply, you become unignorable. 3. Phone still works. If you use it right. Don’t cold call. Warm call — immediately after the email drops. Reference your message. Be human. Don’t script. 4. Use LinkedIn like a human Day 1: Send a connection request (no note) Day 4: DM them after they connect Day 14: Drop a short video — selfie style, natural, no script This part matters most. Executives ignore cold emails but they watch DMs that feel real. 5. Automate the follow-up. Never the personalization. Yes, you can load this into Outreach or Salesloft. But if your content sucks, it doesn’t matter. Write once. Reuse the assets. Track opens. Follow up religiously. Be the rep who doesn’t disappear after 2 tries. I’ve helped reps use this exact sequence to book meetings with CROs at F500s. If you want coaching on how to build yours — the right structure, the right messaging, the right mindset — send me a DM. REMEMBER: Most reps fail not because they stop too late. But because they stop too soon. Build a real sequence. Say something worth hearing. And don’t quit at touch #3. This is the way. Be the 1%. Book the meeting.

Your gala just ended. You raised $125K. Everyone's exhausted. So you send a thank you email with photos. Just like every other nonprofit. And just like every other nonprofit, you watch those attendees disappear until next year's event. Here's what actually works: Your guests don't need another generic thank you. They need to see what their money did. The nonprofits converting event attendees into year-round donors follow a 10-day impact workflow: Day 1: Text thank you (personal, brief, sets the tone) Day 2: Email with photos and a single impact metric ("Your $50K will provide 200 families with...") Day 5: Impact story (one beneficiary, real name, what changed because of Saturday night) Day 7: Second impact story (different angle, reinforces the mission) Day 10: The ask (specific, tied directly to the stories they just read) But here's the part most people miss: not everyone gets the same sequence. Who bid? Who bought raffle tickets? Who was a first time attendee? Use that data to trigger different follow-ups: Bidders get a call from your ED before the email sequence even starts. Raffle participants get SMS nudges on Day 8 ("You bought raffle tickets. Would you consider a monthly gift of $20?") First-time guests get a longer nurture sequence focused on education, not asks. The workflow isn't complicated. But it requires two things most nonprofits skip: reviewing your event data and planning the sequence before the event ends. Stop treating your gala like the finish line. It's lead gen. And the real fundraising starts the moment your guests leave.

How To Turn Networking Conversations Into Referrals (7 Simple Steps): 1. Getting “Stuck” After A Great Call Most of us get stuck in this trap. You worked so hard to get this call. You jump on, ask your questions, and it went great! Then you realize you have no idea what to say or do to keep the relationship going. 2. The “Open Door” Strategy I ran into this same problem during my job search. And I created the “Open Door” Strategy as a solution. Once I began implementing it, I always knew exactly what step to take next. That led to referrals and, eventually, job offers. 3. The Overarching Concept At a high level, the goal of the “Open Door” Strategy is to create a plan to keep the door open for the next step. When you set this as an intention, you can proactively plan around it. This gives you multiple options to “open the door” no matter how the conversation goes. 4. Start With A Brainstorm First, start by brainstorming different ways you could use to create a “Door Opener.” Ex: You could ask for a piece of advice, then you could ask if it’s ok to follow up after you take action on it. You could ask about a specific challenge, then ask if it’d be ok to follow up with some ideas around it. 5. Keep Several Options On Hand When you book your next networking conversation, keep you list of “Door Openers” on hand. When it feels natural in the conversation, introduce one of them and see what kind of response you get. If they don’t bite on one, introduce another option from your list when it makes sense. 6. Get A Follow Up Commitment This is the most important part. After you use the “Door Opener,” ask if it’s ok to follow up by X date. When they say “yes,” you’ve essentially added a placeholder in their mind for the next step in the relationship. Now you can confidently follow up knowing you both agreed to it! 7. Repeat At Each Relationship Stage The best part about this strategy is that it works at every stage and touchpoint. Your goal should be to never leave a networking conversation without leveraging it. If you adopt that approach, you’ll always know the next step you need to take and your contact will have the same expectations set on their end!

Accountability is one of the most important—and often overlooked—skills in leadership. It’s not about micromanaging or policing your team. It’s about setting people up for success. How? 🤷♀️ Through the three C's of clear expectations, challenging conversations and consistent follow-through. While we all want to believe people will naturally follow through on what they commit to, that doesn’t always happen. And when it doesn’t, too many leaders let it slide. But brushing these moments under the carpet doesn’t help anyone, all it does is erode accountability over time. So, what DO you do?? 1️⃣ Be crystal clear about expectations. Ambiguity is the enemy of accountability. If people don’t know exactly what’s expected of them, how can they deliver? Take the time to clarify actions and responsibilities WITH them, not for them. 2️⃣ Document commitments in 1:1 check-ins. Writing the actions down is REALLY important. It ensures nothing gets lost and sets a reference point for everyone involved. 3️⃣ Explain the 'why.' People are much more likely to follow through if they understand why their actions matter. How does their work contribute to the bigger picture? What’s at stake if it’s not done effectively and efficiently? 4️⃣ Anticipate and address barriers. Ask if there are any obstacles standing in the way of getting the job done. When you help remove these barriers, you’re building trust and giving people every chance to succeed. 5️⃣ Follow up at the agreed time. Don’t leave it to chance—check in when you said you would. Ideally, your team members will update you before you even have to ask. But if they don’t, don’t skip the scheduled follow-up. 6️⃣ Acknowledge effort or address gaps. If the action was completed, recognize the effort. If it wasn’t, outline the expectations for the role and provide specific feedback on what needs to improve. Be transparent about the implications of not meeting role requirements over time, ensuring the person understands both the consequences and the support available to help them succeed. (A lot of people need help to develop the skills to have this conversation!!) 7️⃣ Plan the next steps. Whether the task was completed or not, always end by agreeing on the next steps and setting clear timelines. If you need a lean/leadership coach to work on these areas and help increase accountability right across your organization, then get in touch! It's one of my specialties... 😉 _____________________________________________________ I'm Catherine- a Lean Business and Leadership Coach. I take a practical hands-on approach to helping teams and individuals achieve better results with less stress. Follow me for insights on lean, leadership and more.

Don't Message a Recruiter Like This 🚫 "Hi, I hope you’re doing well! I’m interested in the role you posted: Software Engineer. Based on my experience as Software Engineer, I believe I could be a good fit. Are you open to a quick chat to discuss the position? I’d love to learn more about it. I look forward to hearing from you." 👇 Do This Instead ✅ " Hi [Name], I hope you're doing well. I recently came across the [Job Title] opening at [Company Name] and was impressed by [specific aspect of the company or role]. With [X years of experience] in [Your Field], passion for [relevant industry or skill] and [your skills that matches job requirements], I believe I could contribute to [specific team or project]. I would love to connect and discuss how my background aligns with the needs of the team. Thank you for your time, and I look forward to the possibility of working together!" 🔑 Why The Second Approach Works: ✅ Personalization: Addressing the recruiter by name and mentioning something specific about the company shows that you’ve done your research and are genuinely interested. ✅ Value Proposition: Highlighting your experience and how it aligns with the role demonstrates your suitability and adds value to your pitch. ✅ Professional Courtesy: Acknowledging their time and expressing eagerness to connect makes your message respectful and engaging. Your approach to recruiters can make a lasting first impression—make it count! 💼 #JobSearch #CareerTips #LinkedIn #JobSeekingTips #FirstImpression #BeProfessional #YourNextRole #GetHired #GetInterviews

There's a difference between responding quickly and being responsive. I’m convinced quite a few of our colleagues in Sales and CS don't know they're confusing the two. I’ve seen it happen countless times. A customer sends a message. The AE/CSM sees it, feels that familiar pull … “got to get back to them” … and fires off a reply within minutes. And the reply is fine. It's professional. It's fast. It's just not quite right. Not because the AE/CSM gave bad information. But because they answered the question that was asked instead of the question that was meant. The customer said "can we talk about pricing?" and what they actually needed was someone to hear that they're nervous about renewing given their budget constraints. The customer said "we're having trouble with onboarding" and what they actually needed was someone to acknowledge that we dropped the ball somewhere upstream. Speed closed the loop. But it missed the point. Here's my point: the instinct to respond fast is genuinely good. It signals respect. It signals urgency. Your customers notice it and they appreciate it. But the instinct becomes a liability the moment it skips the pause. Not a long pause. Not "I'll get back to you in three days." Just the small moment where you stop and ask yourself: *what does this customer actually need right now?* Not what did they type. What do they need. That pause is the work. Too many AEs/CSMs skip it. So here's what I'd push every CS and Sales professional to build into their practice: 1️⃣ Read it twice before you respond once. Not for typos. For subtext. What is the customer *really* telling you? What's the feeling underneath the question? That second read is where you find it. 2️⃣ Separate speed from responsiveness; they're not the same thing. Being responsive means the customer feels heard, helped, and confident you understand their situation. That can happen in five minutes or five hours. Speed is a proxy. Responsiveness is the real standard. 3️⃣ Ask before you answer when you're not sure. "Before I dig in, may I ask what's driving this?" is not slow. It's not weak. It's the move that separates an AE/CSM who closes tickets from one who actually builds trust. Customers remember the people who asked the right question before giving the answer. The best AEs/CSMs I've seen aren't the fastest. They're the most intentional. They respond with purpose and their customers can feel the difference. That's what responsiveness actually looks like. #CreateTheFuture #CustomerSuccess #Leadership #SalesExcellence #GrowthMindset #AlwaysLearning

There are 2 camps of Cold Email Follow Ups: Bumps & Expansions I'll explain & Offer 5 examples 1) how do we define a Cold Email vs. a Cold Follow Up: A cold email is the first touch. The cold follow ups are the emails after the first touch before they've replied. You might see them in your Sequence/Cadence/Flow as Step 2, 5, 9, etc. 2) The Data The data shows that follow ups are ideally short, but there's a 2nd best option. Long follow ups. This U curve is the dividing line between two different types of email. Bumps & Expansions. Note: While the data may change - it's important to have both in your skill set. 3) Bump vs. Expansion Bump: Nudge the reader to read the previous emails Expansion: Expand on the context for why you reached out 4) Bump & Expansion Examples 👉 Our 1st email 👈 --- Congrats on hiring, Joan. Coming off your time at ACME, I imagine you have a playbook for how they'll ramp. Usually, our customers focus training on phones. But, email results lag. Apex (now 20%+ reply rates) struggled to coach here. Templates worked for some, but not others. Our in-inbox coach helped them level up. Open to seeing how? --- A) How do we bump this?🤔 3 Ex 👉 A Simple (yet Thoughtful) Bump 👈 --- Joan - Given you’re coming in from ACME and just started hiring. I thought my note about Apex would resonate. What did you think? --- 👉 A Neutral Insights Bump 👈 --- Joan, do you reach Outreach's blog? Given you're likely ramping reps, I thought you'd find it interesting. The VP of Sales Dev at Segment wrote about how she scaled her team to a $3.2B acquisition. They did it without using canned templates. Check it out: * PS. Any thoughts on my last note? --- 👉 A Delegation Bump 👈 --- Joan - should I take this up with RevOps? --- B) How do we Expand this?🤔 2 Ex 👉 A Clarification Email 👈 --- Joan, Given you're growing the sales team, I thought coaching might be top of mind. Thought I should clarify. We've built a sales email coach. Sits right inside their inbox. High growth teams get great results (and peace of mind). You get a much better sense for what reps are sending without hovering over their shoulder. Think this could help your team? --- 👉 "BAR" a Case Study 👈 --- Joan, New to seat and growing. Very similar to how we met George at Apex. He led the sales dev org. Had lofty pipeline goals. He was leaning hard on his old playbook. We showed him that there were some ops he was missing via email. Analyzing their SalesLoft data - we showed him specific plays reps were running on their own. Reinforcing best practice data across the org. We also identified coaching moments. Certain reps were slower to ramp. We identified the exact moments they needed help. They saw pipeline contribution from email take off. Minimal changes to the reps workflows. Given you’re coming in during a similar situation. I thought it might be helpful to audit why email works / doesn't for reps. Am I totally off here? --- What would you add?