Online Booking Availability Episode 3
– One of the things that you need to do is measure how many leads you’re getting and how many new patients you’re actually making the booking for. The general marketing guys can bring you a lot of leads to your website or your social media, but it’s important for you to then take that lead, actually do something with it.
One of the things that you need to do is measure how many leads you’re getting and how many new patients you’re actually making the booking for. The industry is actually 60%, so what that means is for every 10 phone calls you get, or 10 inquiries, whether it’s a phone call or email, you should be able to book six of them into your schedule, into your calendar. One thing that a lot of our clients, they don’t realize, is like, “Oh, how do I know whether people are making inquiries?” Because they don’t track them.
So one of the things you need to do is track your inquiries. And what that involve is the reception team to have a spreadsheet of some sort, whether it’s on the computer or physically printed out, you track the time and date that the phone call came through, the name of the potential patient, what the inquiries about, who picked up their phone call, and whether they made the booking or not. And that way, if you track that for, I recommend, minimum two weeks, if possible, make it a habit of it being done every single day. It’s just a part of your monthly report that you need to do. This month we got 160 inquiries, we managed to book 50 of them. Oh, why is the other 110 not booked? Then as a team, you can discuss what else can you do to make the conversion.
For example, if there’s a lot of phone call that comes in every week. They’re asking for your competitors. Instead of saying, “Oh sorry, this is clinic XYZ. “You’re looking for clinics ABC. “You’ve got the wrong number.” Hang up. What you can do is say, “Hey, if you call your ABC clinic, “and they aren’t able to fit you in, “make sure you call us back, “we actually got availability for you today.” That’s some small thing you can do as a team to discuss how do you convert some of the common inquiries you guys get. You need to, as a team, work together to figure out how to increase that percentage. If you’re only getting 20%, how do we get to 30%? And by tracking the inquiries, that’s how you can improve. Without that number, you wouldn’t have a clue what’s happening with your inquiries and business.
So make sure, click on the link below. You can actually download a little spreadsheet link. Start tracking your inquiries today.