Resources / Glossary / Follow-up and workflows
Re-engagement
Reopening a conversation with a customer who went quiet weeks or months ago, with a reason that is about them.
Re-engagement works an old list: unsold visits from last quarter, leads that never answered, customers who said the timing was wrong. It differs from follow-up because the thread is cold, so the opening has to stand on its own rather than referring to a conversation the customer has forgotten.
What makes it land is specificity. The vehicle they looked at is back in stock in the color they wanted, their lease ends in two months, the model year changed. A general message asking whether they are still in the market is a message asking to be ignored.
Why it matters for a sales manager
Your old lists are the cheapest inventory of opportunities in the building, already paid for and mostly untouched. The work is finding the reason to call, which is why the useful version starts from what each customer actually said rather than from a blast to everyone who did not buy. Handled badly it burns the list; handled well it fills a slow week.