Stop Losing Leads… The 2 Minute Call-Back Rule

Most chiropractic offices we deal with, wait anywhere between a few minutes and 24 hours to respond to their online patient inquiries. The problem is, most of those “warm leads” turn cold very quickly.

While this wasn’t an issue a few years ago, today’s instant-gratification-minded potential patient wants to make an appointment, or have their question answered right away.

If they don’t hear from you or your front desk within a few minutes, they’ll go down Google’s list of search results and find a chiropractor who’s willing to pick up the phone, and work with their demanding timeline.

It’s not an act of desperation to call or email a potential patient back within 2 minutes of receiving their online request; after all, your practice isn’t a high school dating scene – so you shouldn’t be playing waiting games by acting busy.

Transfer your office phone calls to your cell phone after hours, pick up “weird” numbers and ones you don’t recognize. During lunch break assign phone duties to your front desk, by taking turns going to lunch.

If you miss a phone call, make sure to call them back within a few minutes, and reassure them that you have successfully treated hundreds of people with the same exact problem that they are experiencing. Then quickly schedule them for a visit – “we can squeeze you in later this afternoon”. The worst thing you can do is defer the scheduling to someone else, or to a later time by telling them “we’ve got limited hours this week because of the holidays, so I tell you what… either myself or someone from our office will call you on Monday to see what works.”

Imagine if you had a toothache, and your dentist wasn’t making your problem their priority.

Studies show that you are 22 times more likely to do business with an online lead, if you are the first to get back to them.