How do I find accounts that stopped ordering?
The short answer: Pull the accounts that used to buy regularly and haven't shown up in recent reports. Then compare the gap to each account's normal rhythm. A bar that orders every three weeks and has missed two months is a call to make. A store that buys twice a year probably isn't.
Know each account's rhythm
Look at several past orders. An account that orders every three weeks needs attention sooner than one that buys quarterly. With monthly reports, talk in months ("no orders in July or August"), not exact days you can't see.
Check the report first
Before you call, make sure:
- The distributor's latest report actually arrived
- The account wasn't renamed or given a new ID
- Your product wasn't out of stock
- The territory didn't move to another distributor
Missing data should be labeled missing, not counted as a lost account. DepletionIQ flags a distributor report that doesn't arrive, so a late file doesn't look like a sales drop.
Decide who to call first
Start with accounts that bought the most, carried the most SKUs, or matter most to the market. A steady repeat buyer going quiet is a bigger deal than a one-time opening order that never came back.
Ask what changed
Call the distributor rep or the account with something specific: "You ordered every month through June and nothing since. Anything going on?" It could be stock on hand, a new buyer, a price change or a competitor. Write down the answer and the next step.
Does a missed order mean the account is lost?
No. It's a reason to ask, not a conclusion.