It’s easy for lead forms and appointment requests that come through your website to get lost in the shuffle. With all that your team has to do, responding to these requests as they come in can be challenging. With the right system in place, however, your practice can stay on top of these new patient leads. After all, these are people asking for consultations or appointments and they should be treated as a high priority. By following these best practices, you can keep up with your new patient lead requests without letting them fall through the cracks.
Respond Within 24 Hours
Ideally, new patient leads should be called or emailed right away. In the case that doesn’t happen, follow up with them within 24 business hours. The longer time goes by, the less likely you will be able to close an appointment or consultation.
Call First
Calling the lead is the most effective way to book the appointment. Once you get them on the phone, the goal is to build trust before you try to schedule an appointment with them. Remind them they filled out a form asking for more information and ask them what questions they have and how you can help. You’ll be more successful by building interest rather than forcing an appointment on them right away.
Voicemail
If the call goes straight to voicemail, use the same steps you would if there was a live person on the other end of the phone. Let them know who you are and where you are calling from. Remind them they filled out a form asking for more information, and that you are calling to answer any questions they may have. The goal is to get them to return your call.
Before you end your message, though, let them know you will follow up with an email. In the email repeat what you said in the voicemail message. Tell them you would like to connect with them to answer any questions they may have. Don’t forget to ask them when a good day and time is to connect. You always want to end with an ask, whether that is asking for the appointment or best ways to reach them.
Follow Up
The key to getting the appointment is to follow up. While you may not get a response from the email or voicemail message the first time around, keep reaching out. If you don’t hear back after 2 days, call back and reiterate the same message you left. Start off by reminding them they requested information, and that you are there to answer questions and help them. Repeat with another email, as well.
Keep following up with these leads until you get the appointment. Remember, these are new patients raising their hand to book an appointment with you. It can take some time until people do respond, but don’t give up.
