It’s 5:40 on a Friday
Your front desk left at five. Somebody who has been putting off doing anything about their hearing for three years finally fills out the form on your website.
Nobody sees it until Monday at nine. By Monday at nine they’ve called somebody else, because on Saturday morning they were still in the mood to do something about it and you weren’t there.
That form submission is in your inbox right now looking like a lead. It was one, on Friday.
A website nobody answers is a brochure
Every practice knows this and almost none of them can fix it, because the fix is a person sitting by a screen on a Friday night and that person doesn’t exist.
So the site answers.
What happens when somebody reaches out
They hear back within minutes. Not Monday. While they’re still on your website with their phone in their hand.
They can book right then. If they’re ready, they take a time. Nothing lands on your calendar that your team hasn’t set the rules for.
If they’re not ready, they don’t get dropped. Somebody who fills in a form at 5:40 on a Friday and doesn’t book is not a lost cause. They’re a person who got interrupted. They keep hearing from you, on a schedule built for a decision this size, until they book or tell us to stop.
Your team sees all of it. Every message, every reply, in one place, so whoever picks it up on Monday knows exactly what was already said.
What it sounds like
The messages are short, they’re written for hearing care, and they’re written the way your front desk would write them if she had time.
They also aren’t pretending to be a person sitting at a desk at midnight. Patients are not stupid and copy that plays cute about it reads badly.
The moment somebody replies, it stops being automatic. A reply goes to your team, not into a sequence.
How you get it
Follow-up runs on amplifyCRM Pro, the patient communication side of what we do. It isn’t part of the website on its own.
Without it, every lead your site produces is emailed to you the moment it comes in, and somebody on your team answers it when they see it. Plenty of practices run that way and it works, right up until the Friday evening at the top of this page.
The monthly report is different. That comes with the website, and it shows up whether or not anybody remembers to ask for it.
This is about the people your website brings in
Your existing patients are a different job. The ones due for a cleaning, the ones whose warranty is running out, the ones who bought in 2019 and are due for something new. And the calls that come in when nobody can pick up.
That’s a bigger system and it has its own page.
What this won’t fix
It answers. It doesn’t sell.
A patient who books at nine on a Saturday night still needs somebody who knows what they’re doing when they walk in on Tuesday. If your conversion problem is in the operatory, this will fill your schedule with people who don’t buy, and you’ll be annoyed with me by month three.
I’d rather say that now. On the call we’ll ask what happens after they book, and if the honest answer is that it’s rocky, we should fix that first.
The people are already reaching out
They’re doing it at 5:40 on a Friday and at nine on a Sunday, because that’s when somebody finally has a quiet minute to think about their hearing.
Part of the Ear Level growth system for hearing care practices.