When and how should I contact a lead for the first time?

People tend not to answer calls from landlines they don't recognise, so use a mobile phone instead.

As soon as someone enquires about your ad, you'll be sent an email with the leads’ details.

You'll also find this information on the patient management spreadsheet that we set up for you, which can be found on your resources page.

It is best to call your leads from a mobile phone right away.

Up until this point, the process has been fairly automated. Leads have only filled out a form on Facebook,  so it's nice to give the lead a human touch at this point and build up their trust in you and your practice by personally approaching them.

Your attentiveness and professionalism will be judged on how quickly you follow up with them.

If the lead doesn’t pick up, send a follow-up WhatsApp message and/or text messages.

Here are some Text/WhatsApp Message Templates that you can use.

Why send a text and call from a mobile number?

People are always on their phones, especially these leads who have opted in through Facebook or Instagram.

They don't necessarily like to answer calls from unknown numbers (especially landline numbers).

It’s very effective to message someone a personalised text from a mobile number, rather than a generic “automated” message, and you are usually bound to get a reply.

During the phone call, you may have to answer some questions about the treatment, but try to keep the tone very open and friendly.

It's similar to a sales call, even though you don't have to sell anything quite yet.

Keep in mind that these people may have a lot of questions, and it's your job to answer them and then get them booked in.

We recommend still following up with the leads who did book in, because you still want to build up trust, make sure they understand what is going to happen by telling them what the patients journey is.

This will help minimize FTA’s.

An effective follow-up process will help:

  • Minimize FTAs (Failed to Attends).
  • Maximize the number of bookings.
  • Build rapport with the leads to increase the 'Know, Like and Trust' factors.