Part 3. When and How: Response Frequency and Methods

Part 3. When and How: Response Frequency and Methods

1024 576 The RealSelf Team

There are two types of potential patients – those you haven’t spoken to yet – and those you have, who just aren’t ready to move to a consult. But even contacts who haven’t replied to a follow-up might just need more prompting. In fact, over half (55%) in this group are still interested in scheduling a consult. Here are some tried-and-true tips about communication frequency and methods for both types of potential patients.

Communication frequency and methods power tips:
  • Didn’t hear back within a day? Follow up again with a short, friendly voice message.  Example of what you might say:
    Hi _________, this is __________ from Dr. __________’s office. We didn’t hear back from you. Just want to make sure you got our message and that you got all of your questions answered. We’re happy to talk about any concerns you might have. We’re here until ___ this evening, and you can reach us at (___)___-____. Let me know. We’re here. Thanks, _________.
  • Since the consumer took the first step, take the second, third, and fourth steps. Follow up multiple times even if a consumer goes dark mid-exchange. Your persistence might just be the reminder they need to schedule their consult.
  • Use multiple contact methods. No response to your email? Calling can create a more personal touch. And consider adding texting to your methods of response, particularly when a potential patient has indicated this in their consult inquiry.
  • Consider the time of day. If you always reach out in the morning, change it up by trying again in the afternoon or evening. Different people are receptive at different times.
4TH time’s a charm

The power tips above can be effective for potential patients you haven’t connected with at all. They’re also good for those you have connected with and simply weren’t ready yet. Remember to keep your name top of mind.

For example:

  • For potential patients who have consented to receive email from you, add them to your e-newsletter or other regular communications. This way, they’ll not only know about your latest promotions, but you’ll remain top of mind.
  • Give potential patients a follow-up call in a month or so, just to see if they have any questions. It’s another great technique for letting them know you’re able to be a helpful part of their journey.

When a potential patient finally has all the information they need, you might say “critical mass” is then achieved. You might even call it a tipping point that can make them more receptive to your follow-through.

Did you miss Part 1 on Response Timeliness or Part 2 on Educating Potential Patients?

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