Propose a smaller step
Shrink the decision to something low-risk that moves things forward.
“Thank you, that is helpful. I will call on Thursday morning. Is there a time of day when they are likely to be at their desk?”
How to respond to “They’re only in on Thursdays”
Customers say “They’re only in on Thursdays” for a reason. Here is what usually sits behind it, how to respond and what to avoid.
What is really behind it
A useful piece of information and a gift: you now know when to call. It may also be a polite brush-off. Treat it as real, thank the person and make a specific plan, so that you call on the right day with the right message.
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.
Clarify before you answer
Ask what sits behind the objection, so you answer the real concern.
“Would you recommend calling in the morning or the afternoon? I would like to catch them at a good time.”
Ask permission
Ask for a moment, a question or a next step, and accept the answer.
“May I mention that I called today and will call again Thursday? And may I leave a short message so they know what it is about?”
The follow-up question
After your response, ask:
On Thursdays, what is the best time to reach them?
What not to say
Avoid: I can’t wait until Thursday, can you give me their mobile?
Asking for a personal number from a gatekeeper is intrusive, and the refusal is likely to be firm.
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 “They’re only in on Thursdays” really mean?
A useful piece of information and a gift: you now know when to call. It may also be a polite brush-off. Treat it as real, thank the person and make a specific plan, so that you call on the right day with the right message.
How do you respond to “They’re only in on Thursdays”?
Propose a smaller step: “Thank you, that is helpful. I will call on Thursday morning. Is there a time of day when they are likely to be at their desk?” Clarify before you answer: “Would you recommend calling in the morning or the afternoon? I would like to catch them at a good time.” Ask permission: “May I mention that I called today and will call again Thursday? And may I leave a short message so they know what it is about?”
What should you ask after “They’re only in on Thursdays”?
On Thursdays, what is the best time to reach them?
What should you not say when a customer says “They’re only in on Thursdays”?
Avoid “I can’t wait until Thursday, can you give me their mobile?” Asking for a personal number from a gatekeeper is intrusive, and the refusal is likely to be firm.
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.