Leads – How to Handle
Here are some different lead scenarios and how to handle each:
Unanswered Phone Calls or Messages
Hello, I am calling from __________ office. Someone from this number was looking at our website and called us at (name date and time) – I presume this person is you. Why don’t you tell me what you have going on so it can be determined how we may best service you today?
If they say it is them and they start to tell you their symptoms:
It’s a good thing you came across our website (or any other such statement)! I am going to get you scheduled right away. We have appointments available later today or tomorrow, which would you prefer?
Or if it’s late in the day- we have appointments tomorrow morning or afternoon, which would you prefer?
Or if it’s the end of the week- we have appointments Monday or Tuesday, which would you prefer?
Etc.
Offer two different time slots within the period they selected. For example, if they want “later today”, you would ask “Is 4pm or 5pm better for you?”
Give them the address and directions.
Then tell them how long to expect to be in the office. Round up so they have the sensation of getting out early. For example if it takes 45 mins, tell them to expect to be in the office for an hour.
Repeat back the appointment day, date and time and then ask: Are you married or do you have children that you would like to have come in with you for the same offer? If so, get the names.
Get their cell phone number to text them their confirmation.
Then end the conversation.
Give the person a reminder call & text the night before if this appointment was scheduled more than a day in advance.
If, when you give the reminder, call you end up leaving a message, call back in the morning to get a live confirmation. Text again if you still didn’t get a live confirmation.
Or, the person on the other end says it was not them who called, ask them to pass the phone to the right person so they can be helped. If the person is not there, ask when they will be there and call back then.
If they deny there is anyone there who would have called, tell them what the office does and how you help people. Maybe this will spark an interest. Give them the office phone number, thank them and hang up. If this person really wants to come in, they will call back.
If the number you called turns out to be a solicitation call, and you do not need their product or service, you can block them in the Message Metric system by clicking “block” next to their number on the call recording.
If the number you dialed turns out to be a previous patient, realize the website is assisting you with reactivations as well. Get this person scheduled and back on their program of care.
Email Leads who Submitted the Web Form for the New Patient Special
Hello, is Joe there? Hi Joe. My name is Mary and I am calling from __________ office.
You just submitted your contact information to us over our website to take advantage of our new patient special, so let’s get you scheduled right away. We have appointments later today or tomorrow, which would you prefer?
State all of the above without any pausing.
Or if it’s late in the day, “We have appointments tomorrow morning or afternoon, which would you prefer?”
Or if it’s the end of the week, “We have appointments Monday or Tuesday, which would you prefer?”
Etc.
Offer two different time slots within the period they selected. For example, if they stated later today, you would ask “Is 4pm or 5pm better for you?”
Give them address and directions.
Tell them how long to expect to be in the office. Round up so they have the sensation of getting out early. For example if it takes 45 mins, tell them to expect to be in the office an hour.
Repeat back the appointmentt day, date and time and then ask: “Are you married or do you have children that you would like to have come in with you for the same offer?” If so, get the names.
Get their cell phone number to text them their confirm. Then end the conversation.
Give reminder call & text the night before if this appointment was scheduled more than a day in advance.
If when you give the reminder call you end up leaving a message, call back in the morning to get the live confirmation. Text again if you still didn’t get the live confirmation.
Receiving calls from people who “found you on the internet”
“Tell me what you have going on so we can determine how to best service you today.”
They state their condition(s).
“It’s a good thing you came across our website (or any other such statement)! I am going to get you scheduled right away. We have appointments later today or tomorrow, which would you prefer?”
Or if it’s late in the day, “We have appointments tomorrow morning or afternoon, which would you prefer?”
Or if it’s the end of the week, “We have appointments Monday or Tuesday, which would you prefer?”
Etc.
Offer two different time slots within the period they selected. For example, if they stated later today, you would ask “Is 4pm or 5pm better for you?”
Give them the address and directions.
Tell them how long to expect to be in the office. Round up so they have the sensation of getting out early. For example if it takes 45 mins, tell them to expect to be in the office an hour.
Repeat back the appointment day, date and time and then ask, “Are you married or do you have children that you would like to have come in with you for the same offer?” If so, get the names.
Get their cell phone number to text them their confirmation. Then end the conversation.
Give them a reminder call & text the night before if this appointment was scheduled more than a day in advance.
If when you give the reminder call you end up leaving a message, call back in the morning to get the live confirmation. Text again if you still didn’t get the live confirmation.