Read time: 7 minutes
In the words of Joshua Harris: “the right thing at the wrong time is the wrong thing”.
Apply this to lead management, and you see where your practice is losing lead conversions. You could have the answer to all of someone’s problems, but catch them at an inconvenient time and they simply won’t be listening. Or worse, you’ll miss them altogether. Recent surveys have shown that a timely response ranks among the highest in customer expectations. So, what do you need to do to make sure those leads aren’t slipping through the net?
When it comes to lead conversion, time is of the essence – if you don’t reach your prospective patients at the right time, you risk losing them completely (and quickly) to a rival practice. In fact, it’s been said that if you contact a lead within the hour you are a staggering 60 times more likely to convert them than if you were to follow them up more than 24 hours later.
When to contact
Getting hold of leads is not a matter of luck, there is some logic behind it. For example, research shows that the best times to call are between 7am and 8am in the morning and 4pm and 5pm in the afternoon, with Wednesday and Thursdays the most likely days for lead conversion, and Tuesday being the worst day to try to get hold of someone.
Have a follow-up strategy
Did you know that across businesses, more than 30 percent of leads are never contacted at all? Good lead management needs both good-quality contact information and a great follow-up system to be successful. Automated follow-ups are one of the best ways to be effective and time efficient.
Lead management systems for dentists, such as DenGro, have got the 24-hour window covered. Automated emails and SMS messages mean that as soon as a lead contacts your practice they receive a tailored message. When it’s automated, it’s less hassle for you, but your lead has been provided with tailored information relevant to their enquiry, and know how to contact you directly should they want to book an appointment. Even better, DenGro also gathers information on their preferred method of contact, and what time and day best suits them.
Remember that your leads are not yet patients; they are prospectives. They’re interested, they’re curious, they’re exploring their options, and not all of your leads are ready to become patients. At this point it’s important to keep in contact regularly with targeted information relating to their enquiry.
Teeth whitening query? Send them your teeth whitening treatments and any offers that might be relevant. Not sure about which teeth alignment would suit? Give them a call to chat about their concerns find out more about what’s important to them, then promptly follow up with the relevant treatments that would suit their case and budget. If you bombard a lead with information on all the treatments you offer, they may feel overwhelmed and ultimately unsure of how you can help. Follow the four-rules of engagement to stay on track:
Four rules of engagement
1. Keep messaging consistent, concise and on-brand.
2. Respond promptly to queries and call back when you say you will.
3. Keep information targeted and query-focused (it shows that you’re listening).
4. Keep them up-to-date. Even if they are not ready to become a patient, regular communication keeps your practice in mind.
De-tangling social media leads
Social media has disrupted the way leads contact your practice. What used to be a phone call or an in-person visit, has been scattered across various platforms. You might find prospective patients contacting you on Facebook, asking a question on Twitter or clicking through to your website via a Google Ad, especially if you are running multiple online campaigns. The way in which your leads find you has changed, and staying on top of your channels and campaigns can be tricky.
By keeping your social media adverts connected to a lead management service, that directs users to a responsive form, you can streamline your responses. It’s a great way to keep an eye on your prospective patients, and ultimately allows you to contact them in a timely manner.
Good lead conversion is a partnership of good communication between practice and patient combined with in-practice staff communication. When you can organise the best times to follow up leads, it helps save time and make your practice more efficient. Then if all staff have access to patient details and personal alerts, nothing gets missed. A dental CRM (like DenGro) ensures that leads don’t go missing; that leads are contacted, informed and helped, rather than left waiting to become someone’s else’s patient.
DenGro – Designed to help dentists make the most of their time
DenGro is a lead management tool for dentists that is designed to make communicating a breeze. If you’ve forgotten to call back at a lead at 4pm on a hectic Thursday afternoon, DenGro will give you a gentle reminder. All your patient’s notes are collated and easily accessible, so you’ll not only be able to call on time, your whole team knows exactly where they are in their smile journey. DenGro is everything in one place, and tailored communications to keep your messages on-brand and on time.
Improve your lead contact time and make your lead management more efficient in less than a month. Try DenGro for free.