Have You Forgotten About Me?

Communication may be one of the simplest—and most overlooked—parts of good customer service.

Have you ever ordered a product with a long lead time, hired someone for a future project, or requested a quote and said, “There’s no rush. Just call me when you’re in the area”?

Then you wait.

Eventually, you start wondering: Did they forget about me?

I’ve experienced this more than once. One of the most memorable times was when I ordered a whole-house generator with an eight-week lead time. I placed the order, paid for it, and heard nothing.

At nine weeks, I reached out and learned there were additional delays.

I canceled the order, requested a refund, and found another company with the exact generator in stock. They shipped it within a week.

The interesting part? I probably would have waited for the original company if they had communicated with me.

A simple message could have made the difference:

“Your generator has been delayed by our supplier. We haven’t forgotten about your order. We’ll update you again in two weeks.”

Instead, silence made me wonder whether my order mattered.

Silence Creates Uncertainty

I’ve had a survey company completely lose my request. I’ve contacted businesses for estimates, told them there was no hurry, and never heard from them again.

I’ve learned that “no rush” can sometimes accidentally translate into “forget about me.”

But customers who aren’t urgent are still customers.

Landscapers may be waiting for planting season. Contractors may be scheduling months ahead. Products get backordered. Projects get delayed.

The delay isn’t always the problem. The silence is.

A Quick Check-In Goes a Long Way

If a customer’s project isn’t urgent, how do you make sure they know you haven’t forgotten them?

Sometimes a short email, text, or phone call is enough:

• “We haven’t forgotten about you. You’re still on our schedule.”
• “It’s not quite planting time, but we still have your order and will contact you next month.”
• “Our supplier is running behind. If you need it sooner, we can suggest an alternative.”
• “Things are moving slower than expected, but your project is still on our list.”

You don’t need to have completed the job or even have new information. You’re simply telling the customer: You matter, and we remember you.

Don’t Let the Quiet Customer Disappear

Businesses naturally focus on what’s right in front of them—today’s customer, this week’s deadline, or the latest problem.

Meanwhile, the customer patiently waiting in the background can easily be forgotten.

Don’t make them chase you for updates. And don’t assume “no rush” means “no communication necessary.”

A calendar reminder, CRM, spreadsheet, or recurring task can be enough to remind you to check in.

Sometimes the most valuable message you can send is simply:

“We haven’t forgotten about you.”

Good communication isn’t just about completing a sale. It’s about building a relationship that makes the customer want to come back.