Follow-up after a meeting

How do you follow up with a customer who has not replied after a meeting?

To follow up with a customer who has not replied after a meeting, remind them in one sentence of what was agreed and ask for the next step, in the thread of the recap email. A Muzau agent sends these follow-ups once the recap has gone out: by default at D+3, D+7 and D+14, on its own or after your approval. They stop as soon as the customer replies or a team member writes to them from a mailbox connected to Muzau.

Why a customer goes quiet after a good meeting

The recap went out, then nothing. Most of the time, the silence is not a refusal: the customer got back to their week, the decision is waiting on a colleague, or they no longer quite know what they were supposed to do next.

This is where the next step gets lost. The follow-up takes three lines, but you have to think of it on the right day, find what was said, and check that nobody on the team has already written in the meantime. Your team keeps the relationship and the meetings; those three lines, the agent prepares on the right day. For the recap itself, see following up with a customer after a meeting.

How the agent goes about it

Input

The recap sent to the customer after the meeting

It does

Follows up with the customer who has not replied, on the days you chose

It delivers

Short follow-ups in the recap thread, which stop as soon as the conversation resumes

The follow-up starts from what was agreed

Once the recap is sent, a follow-up file opens. If the customer does not reply, the agent writes to them in the recap thread, copying the team member who sent the recap: it restates in one sentence what was agreed and asks for the next step. When a proposal is still pending, the next follow-up brings a fresh angle taken from the conversation. The agent is told to write short and invent nothing.

The follow-up rhythm is chosen when you create the agent

When you create the meeting follow-up agent, the Workshop asks on which days to follow up with the customer, or never. If you do not answer, the agent follows up at D+3, D+7 and D+14 after the recap. You can go up to six follow-ups, spaced from 1 to 90 days apart. They go out on the agent's run days, Monday to Friday at 9 a.m. by default. A single customer never receives more than one scheduled message per 24 hours, all agents combined.

The follow-up stops when the conversation resumes

The follow-up stops as soon as the customer replies, even through a partner in the same thread, or by text message or in your site's chat when the message is tied to their address. It also stops when someone on the team writes to them from a connected mailbox (Gmail, Outlook or another) or from Muzau, and when an agent books a meeting with them. An out-of-office message does not count. An email sent from a mailbox that is not connected, or a phone call, goes unseen: you then cancel the follow-up yourself.

You stay in control of every follow-up

Just before creating the agent, you choose what goes out without you; to begin with, every send waits for your approval. In Management, you read each planned follow-up ahead of time, exactly as it will go out: you have it rewritten with an instruction, move it to another run day, or cancel it. Cancelling the next follow-up stops all follow-up for that customer.

How to write a follow-up after a meeting

A good follow-up after a meeting fits in three or four lines, without re-explaining your offer: the recap already does that.

• Reply in the recap thread rather than in a new email: the customer finds everything without searching.
• Remind them in one sentence of what was agreed, in their words if possible: "you were going to talk to your partner before Friday".
• Ask for one precise thing: a date, a document, an agreement for the next step. A question that can be answered in one line.
• If the customer gave a deadline themselves ("I'll tell you at the end of the week"), wait for it, then follow up on the next working day.
• At the second follow-up, bring something new: the answer to a question that stayed open, a detail on timing.
• Avoid "I'm just checking in", "did you get my email?" and "are you still interested?": the first says nothing, the second sounds like a reproach, the third invites a no.
• If the customer was the one who promised something, follow up on that promise alone: see the document promised and never sent.

An example, to adapt: "Hello Claire, as agreed at our meeting, you were going to confirm how many people are involved so I can price the proposal. Could you let me know by Thursday? I'll send you the proposal right after."

For the general method, outside meetings, see how to follow up with a customer who does not reply.

What it does not do

• It does not see a meeting added by hand in your calendar: only a meeting booked by a Muzau agent stops the follow-up.
• It does not see the reply the customer sends to the salesperson alone, on a mailbox that is not connected and without the agent in copy: the next follow-up stays scheduled, and you cancel it yourself.
• It does not invent arguments: the follow-up relies only on the conversation and on what the business has taught it, and these are instructions, not a text guaranteed word for word.

Frequently asked questions

How many days should you wait before following up with a customer after a meeting?

By default, a Muzau agent follows up at D+3, D+7 and D+14 after the recap is sent. You choose other days when you create the agent, or no follow-up at all, and sends go out Monday to Friday at 9 a.m. by default.

What should you say in a follow-up email after a meeting?

Three or four lines, in the thread of the recap email: what was agreed, in one sentence and in the customer's words, then a single precise request, with a date. No need to present your offer again: the recap already did.

Should you follow up with a customer who said "I'll think about it" at the end of a meeting?

Yes, but on a precise question: ask what is left to decide, and who still has to give an opinion, rather than whether they have had time to think. Suggest a date to talk again, so they only have to say yes or suggest another.

How do you follow up on a sales proposal sent after a meeting?

Follow up in the thread where it was sent, and at the second follow-up bring something new rather than asking again whether it suits. When the proposal goes out with the recap, or the salesperson sends it from a monitored mailbox with the PDF or the Google Slides link, the follow-up file opens and a Muzau agent follows up with the customer who has not replied.

Should you follow up by email or by phone after a meeting?

By email first, in the recap thread: the customer finds what was said and replies when they can. Keep the call for when several follow-ups go unanswered. A Muzau agent does not see a call: cancel the next follow-up in Muzau, which stops all follow-up for that customer.