The Art of the Follow-Up: Getting Stakeholders to Respond
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As a chartered business accountant (CBA) you perhaps know the feeling — you’ve done your part, sent the request, and now you’re waiting. The deadline for month-end or audit preparation is approaching, but a key manager, supplier, or client still hasn’t sent the information you need. That waiting period is more than just irritating, it’s lost time, added pressure, and unnecessary stress.
In the South African work environment, where load-shedding and patchy connectivity can already disrupt schedules, a good follow-up routine can make the difference between calm control and deadline chaos. The aim isn’t to nag, it’s to manage information flow efficiently and maintain good working relationships. The steps below show how to follow up smartly and professionally.
Start Right – Set Clear Expectations
The best way to reduce follow-ups is to make your first request impossible to misunderstand. People ignore vague messages because they don’t feel urgent or specific.
How to do it: State exactly what you need, why you need it, and when you need it. Avoid open-ended requests.
💥Example:
Instead of writing, “Hi Thabo, please send the March invoices,” try: “Hi Thabo, for the March month-end close for ABC (Pty) Ltd, I need the supplier invoices from 25–31 March to reconcile the accounts payable ledger. To meet our reporting deadline, please email the scanned copies by Thursday, 25 April, at 12:00.”
That level of clarity tells the recipient this is both important and time-sensitive — and it gives them no reason to delay.
Use a Courteous but Consistent Email Routine
Most people don’t respond after the first email, not because they’re ignoring you but because your request got buried. A structured, polite reminder system helps you stay on their radar without sounding pushy.
How to do it:
Day 1: Send your clear initial request.
Day 3: If no reply, send a brief, friendly follow-up: “Just checking in on the note below.”
Day 5: Still nothing? Send a firmer message highlighting the impact of the delay.
💥Example (Day 5):
“Hi Thabo, I haven’t yet received the March supplier invoices. Without these, I can’t finalise the creditors’ reconciliation, which will delay the board pack. Could you please confirm by end of day whether they’ll be sent through?”
Used consistently, this simple system can turn weeks of waiting into days.
Make It Easy to Respond
If your stakeholder must search for old forms, dig up emails, or rewrite information, your request will land at the bottom of their to-do list. Make responding effortless.
How to do it: Attach templates, include clear links, or pre-fill what you can. Number any questions so they can reply point-by-point.
💥Example:
You need February travel claims from a sales manager. Instead of saying, “Please send your expense breakdown,” write: “Hi Thandi, attached is the company’s expense claim form. I’ve already filled in sections 1 and 2 with your details. Could you please:
1. List your Johannesburg and Durban trips in section 3
2. Attach the Uber and flight receipts
3. Email it back by Friday
Here’s the link to the travel policy for reference: [provide the link].”
This approach removes friction — and increases your chances of getting what you need, fast.
Pick Up the Phone
When emails go unanswered, stop the back-and-forth. A short, polite call can solve the problem immediately.
How to do it: Prepare what you want to say before dialling, stay professional, and get straight to the point.
💥Example:
“Hi Thabo, it’s Meli from Head Office. I’m following up on my email about the March supplier invoices for ABC (Pty) Ltd. I know you’re swamped, but this is the last item I need to close month-end. Could you send it through in the next hour or two?”
Often, the reason for the delay is simple — they didn’t see your message, or they had a question. A quick chat clears it up in minutes. Always follow up the call with a short confirming email to keep a record.
Show Appreciation
A sincere “thank you” keeps relationships positive and encourages timely responses next time.
How to do it: When someone delivers, acknowledge it promptly. It takes just a minute and pays off later.
💥Example:
“Hi Thabo, thanks for sending those invoices so quickly. It really helps me keep the month-end on track. Much appreciated!”
That small gesture builds goodwill and makes colleagues more willing to assist in future crunch periods.
The Core Principle
These techniques all stem from one simple idea — Be proactive. You’re not just requesting data; you’re managing the information pipeline that keeps the business running. By being organised, clear, and considerate, you transform the follow-up from a nuisance into a professional discipline that adds real value.
Call to Action
Take ten minutes this week to review your last three “chasing” emails. Could a clearer first message, a simpler form, or a quick phone call have saved time? Try one of these approaches on your next follow-up and see the difference. Strong communication habits are as important to a CBA’s success as your technical skill — and they’ll make every deadline just a little less stressful.
