How to Gently Remind a Customer...

Customers take action in their own good time and for their own good reasons. Problem is, sometimes you need to give them a "nudge" to get them going, or even to find out what the heck is going on. Every sales professional needs to know the fine art to writing a good "nudge-o-gram." A reader writes:

I work for a manufacturer where I prepare quotes for for project/bid opportunities. Daily I have to email them to ask the status of the project/bid, e.g., did they win it, lose it, still in the running, reasons for delays, etc. I am having trouble coming up with the best email and am asking your help in writing a better email. Can you help?

• REMINDER #1: "John, it's been ** days since our last meeting and I'm trying to get a feel for what the team here might need to deliver. By any chance do you have some news about the ABC project? I realize you've got a lot on your plate, but anything that you could share would be appreciated. Sincerely, James"
• REMINDER #2:"John, I've got my manager breathing down my neck for a forecast. I was hoping you might have some good news about the ABC project, or could give me some idea where it's at right now. Can you help me out with a quick update? I'd really appreciate it. Anxiously, Jim"
• REMINDER #3: "Mr. Doe, I am following up on the ABC project & quote I sent you. Do you know the award date? Are we still in the running? As well, do you need any additional support on the project? Best regards, James Smith"

I work for a manufacturer where I prepare quotes for for project/bid opportunities. Daily I have to email them to ask the status of the project/bid, e.g., did they win it, lose it, still in the running, reasons for delays, etc. I am having trouble coming up with the best email and am asking your help in writing a better email. Can you help?

• REMINDER #1: "John, it's been ** days since our last meeting and I'm trying to get a feel for what the team here might need to deliver. By any chance do you have some news about the ABC project? I realize you've got a lot on your plate, but anything that you could share would be appreciated. Sincerely, James"
• REMINDER #2:"John, I've got my manager breathing down my neck for a forecast. I was hoping you might have some good news about the ABC project, or could give me some idea where it's at right now. Can you help me out with a quick update? I'd really appreciate it. Anxiously, Jim"
• REMINDER #3: "Mr. Doe, I am following up on the ABC project & quote I sent you. Do you know the award date? Are we still in the running? As well, do you need any additional support on the project? Best regards, James Smith"

REMINDER #3 was the original that the reader found wasn't very effective. While it is clearly-written and business-like, when you read it from a customer's viewpoint, it comes off like a bit like nagging. It feels as if you're pointing out that the customer has been remiss by not communicating with you previously. I also think it's a bit too formal, but that may be a regional thing rather than an actual problem.

REMINDER #2 is too informal. While it might work with a customer with whom you've got good rapport, it really just throws an action item on the customer's desk. If the customer is not motivated to help you out, then it's probably going to fall flat.

REMINDER #1, by contrast, couches the request in terms of the customer's advantage. It's respectful of the customer's time, but encourages a prompt response. It also implies that there's plenty of demand for the product and that the customer might "lose his place" if there's too much of a delay.

READERS: I'm not in love with any of the examples, so please feel free to write a better reminder and post it as a comment! (Check out comment #1 on this post for a "field-tested" customer reminder.)