Reply within a business day, preferably within the hour, and offer a specific next step.
Set a response rule
Every form, email or message from a new person gets a reply within one business day. Name the person responsible and a backup for days off.
What the first reply says
- Their name and a thank-you.
- A direct answer to what they asked.
- The monthly price and a link to your pricing page.
- Two or three times for a meet-and-greet, or a booking link.
- A direct phone number.
Use the channel they chose
If they texted, text back. If they emailed, email. Only text people who have agreed to receive texts.
Keep it personal
An instant automatic reply is fine to confirm receipt, but follow it with a personal message. Templates help, as long as each reply answers what they asked.
Track response time
In a made-up example, leads answered within an hour enroll at 40%, and leads answered after two days enroll at 15%. Your numbers will differ, but track both. How to track conversion.
What I'd do this week
- Fill in your own website form and time the reply.
- Write three reply templates for common questions.
- Name who answers new leads and who covers for them.
Common questions
What about leads that come in at night?
An automatic reply that night and a personal one first thing the next morning.
Should the doctor reply?
Staff can handle most replies. A short note from the doctor helps for hesitant people.
How many times should I follow up?
Two or three times over two weeks, then monthly if they agree.
Want growth tracked against cost?
We reconcile every account every month and send your P&L and Balance Sheet by the 15th, so you can see what each new member is worth and what it cost to get them. If that's what you need, apply to work with us.