Reaching Out to a Customer Who Hasn't Been Back (Without Sounding Salesy)
When to send this
When their usual cycle has passed and they haven't returned. This is a message you initiate, not a reply — so the bar is much higher, and getting it wrong reads as spam.
The reply (copy it)
Win back a customer who's gone quiet
Hi [name] — long time!
The [item] you got last time is probably about [used up / due for a service] by now?
We've got [offer / something new] on this month, thought of you.
No pressure at all if the timing's off — just saying hi 😊
The most common mistake
Opening with a discount. It tells them you're clearing stock, and it trains them to wait for sales. Open with a reason that's about them (what they bought is probably running out, the thing they liked is back), and put any offer last and lightly.
When the situation is different
If you remember what they bought, say so. "That X you got last time is probably running low" and "we have new products" are completely different messages — the first says you remembered, the second says mass send.
After you send it
Send once. If there's no reply, leave it. Tolerance for unsolicited messages is low, and the second one turns "remembered" into "marketed at."
Replies for other situations
This is one of 12 common customer message situations. The full set (with a picker) is here:
See all 12 customer message replies →
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