Acknowledge, then ask
Show you heard it, then ask an open question before you respond.
“No problem at all, I know how things pile up. Thank you for coming back to me. Is it still something you are looking at, or has the situation changed?”
How to respond to “I’ve been meaning to reply to you”
Customers say “I’ve been meaning to reply to you” for a reason. Here is what usually sits behind it, how to respond and what to avoid.
What is really behind it
A prospect who went quiet has come back, with an apology instead of an answer. They may feel guilty, or be unsure how to say no, or be genuinely busy. A warm, low-pressure reply makes it easy to be honest.
Typical in: Software and SaaS, Insurance and finance, Real estate, Telecom and energy, Professional services, Retail and e-commerce, Manufacturing and logistics, Contact centre and customer service
How to respond
Pick the framework that fits the customer. The wording is an example direction, not a script: say it in your own words.
Ask permission
Ask for a moment, a question or a next step, and accept the answer.
“Please do not worry. Would you prefer to tell me where things stand in two sentences, even if the answer is that it is not going ahead? It helps me plan.”
Propose a smaller step
Shrink the decision to something low-risk that moves things forward.
“If it is still of interest, shall we fix a short call to decide what to do? And if it is not, I completely understand, and I will not chase you.”
The follow-up question
After your response, ask:
What has changed since we last spoke, if anything?
What not to say
Avoid: I’ve been waiting for weeks for your answer.
It makes the customer feel guilty at a moment when they have taken a step towards you. Guilt rarely produces a yes.
Practise it out loud
Reading is not the same as saying it. Talk to an AI customer who raises this kind of objection and see in the report which sentence helped.
Practise this objectionQuestions about this objection
What does “I’ve been meaning to reply to you” really mean?
A prospect who went quiet has come back, with an apology instead of an answer. They may feel guilty, or be unsure how to say no, or be genuinely busy. A warm, low-pressure reply makes it easy to be honest.
How do you respond to “I’ve been meaning to reply to you”?
Acknowledge, then ask: “No problem at all, I know how things pile up. Thank you for coming back to me. Is it still something you are looking at, or has the situation changed?” Ask permission: “Please do not worry. Would you prefer to tell me where things stand in two sentences, even if the answer is that it is not going ahead? It helps me plan.” Propose a smaller step: “If it is still of interest, shall we fix a short call to decide what to do? And if it is not, I completely understand, and I will not chase you.”
What should you ask after “I’ve been meaning to reply to you”?
What has changed since we last spoke, if anything?
What should you not say when a customer says “I’ve been meaning to reply to you”?
Avoid “I’ve been waiting for weeks for your answer.” It makes the customer feel guilty at a moment when they have taken a step towards you. Guilt rarely produces a yes.
Keep exploring
Educational conversation training. It is not legal or financial advice and it promises no results. Always follow your company’s rules, the terms of the product and a customer’s clear no.