Each step involved in reaching abortion-minded women requires care and thought – from booking appointments over the phone to initial intake, reviewing fetal development to the ultrasound. An important but easily overlooked component of the process is follow-up.
Implementing simple yet effective follow-up strategies help prevent any clients from slipping through the cracks and ensure that the client feels valued, reminding her that she isn’t alone. Additionally, they provide small touch points that leave the door open for future services or referrals.
So, what is the best follow-up method and when should follow-up occur?
Texting is the preferred method for follow-up. Of course, this presumes that the client has given her permission to contact her via text message. It is best to use the staff member’s first name, but to not state the name of the center. Do not include the reason that she initially visited or contacted the center, and never provide medical advice or test results over text.
For example:
“Hi Jessica. This is Erika, we met a couple of days ago about a personal matter. I am just following up to check in. How are you doing in your decision making process? Please know I’m here if you would like to talk or have further questions.”
“ Hi Julie. This is Sue, you visited our office a few days ago for some tests and information. I wanted to let you know that those test results are in. Please give us a call for that physician report and so we can explain the next steps.
The timing of follow-up is also important to consider. Here are some best practices for different intervals to follow up on the client journey.
Follow up within one hour of the initial contact for all leads. If you don’t get a hold of her, try again a few hours later and even one more time the next day.
If you have the ability to follow up in less than 10 minutes, this will increase your chances of booking an appointment by almost 400%!
Follow up with a text immediately after an appointment is scheduled. Provide her with the date/ time, address and any other important information she needs to know such as how she may reschedule if needed.
Follow up the day before or morning of the appointment with a reminder. Ask if she needs directions or has any questions.
Follow up an hour or two after she visits the center thanking her for trusting you with her care and reminding her you are available if she has questions.
Follow up if she misses an appointment and make sure she knows how she might reschedule. If she doesn’t respond, try again the next day.
In conclusion, effective follow-up is a simple and easy part of client communication that can bring much value to the client’s view of the center ensuring that connections are nurtured and opportunities are seized. For further guidance on mastering the art of follow-up, reach out to request our Quick Tips handout on Best Practice for Follow Up.
Comments