Re-engagement Window

• Channel: Use a 1:1 email rather than a call. John replied to 3 of his last 5 emails and answered none of his last 2 calls. Keep it short and low-pressure, framed as a convenience restock for whenever his respirators and filters run low. Offer same-day shipping on his usual items.
• Timing: His past replies came between 10:20 and 10:40 am, so send this one in that window today.
• How it addresses the obstacle: He is only 1 day past his usual timing and is likely still stocked, so the email does not push an immediate order. It makes the reorder effortless when he runs low and adds relevance through products he has bought before.

What to reference and say:

• Standing restock of his core items: "Whenever your Industrial Respirators and replacement filters start running low, reply with quantities and we'll ship same-day."
• Pair the filters: "Alongside the respirators, the P100 filter cartridges you've bought before would round out that set."
• Previously ordered consumable: "Your last order didn't include the fit-test kit, so we can add it to your next shipment if you're running short."

What drove the last order

The September 28 order ($3,400, about 3x the $1,133 average order) was a broad restock of 120 Industrial Respirators and 40 replacement filter cartridges. The order was largely self-directed:

• It came 27 days after the previous order, right on his usual cycle.
• An outbound call on September 27 was missed.
• The only web touch was a product page view on September 28, the same day as the purchase.
• There were no carts, searches, emails or inbound contact.

Activity audit since last order

• Calls: One outbound call on October 24 at 1:58 PM was missed (1 minute). That makes two consecutive missed outbound calls.
• Everything else: There have been no page views, cart events, checkouts, form submissions, emails or inbound calls.
• What it suggests: This customer buys directly and with little browsing, so the silence is consistent with his normal pattern. It does not point to dissatisfaction. Phone outreach is not reaching him.

What's different this cycle

• Price: No price changes are recorded on his usual products.
• Stock: No stock issues are recorded.
• Delay: At 28 days against a 27-day average (std dev 6), he is only 1 day past his usual timing. That is well within his normal variance.
• Order size: The real difference is that the last order was about 3x his average.

Primary obstacle

He is most likely still working through the large September 28 stock-up, so there is no need yet. This is compounded by two missed calls, which mean no one has actually connected with him this cycle.