Tackling Your Follow-Up Series

Welcome to Pelby biz podcast.

I'm Dr. Kelly Alhui.

I have grown and established brick and mortar practice in Northern Virginia called Ortho Pelvic Physical Therapy and also founded Pelvibiz, which is an online business consulting company that helps healthcare providers make more money and be healthy while doing it, especially in the pelvic health realm. Let's get into today's episode.

Today I'm going to talk about the patients that are not booked and how are you going to follow up with them? So we're going to talk about the follow up series. So many of us have patients call your office, the clinic, whatever, maybe your cell phone, and they're like, hey, I want to see if I can book this appointment. You go through the whole thing, they don't book the appointment.

And all of.

A sudden you just let them be. Many of us don't even have an email list. I know that's true because I was one of those. And no one ever taught us what an email list was and what software to use to house it all and all the different things. So if you are one of those people, you're gonna want to listen to this episode. So follow up, let's talk about it. So the biggest thing with follow up and people not booking is they typically just sit there and then you maybe call them back. So do you, I want you to ask yourself this question. Do you have a follow up series? Are you calling the patient when they said, hey, I'm gonna go call my insurance company, I'll call you back. We know they're not calling us back, but are you following up with them? Are you asking them over the phone? Hey, Sally, is that okay if I follow up with you in a couple days? Yeah, no problem. Okay, great. I'll give you a call to see if you've solved your problem. Okay, no problem. Thanks so much. Okay, great. That's a way to follow up. Okay, calling them. What's another way to follow up? Another way is you can text them. Are you texting them to check in with them? Are you emailing them to check in with them?

Are you providing just straight up tips.

For them to be able to get over the, the actual hump on where they're at, whether or not they decide to come on with you immediately when they call or not? More often than not, people are going to be like not ready to jump at whatever price point you're at in the first phone call. So you have to warm them up and you have to show that you're the expert for you to earn their trust and for you to, you know, get their business. And so to do that, you've got to be able to have the best systems in place, the best customer service, the best results, and you've got to be able to move the person and the results forward as quickly as possible. You'll win. Doesn't matter if you're insurance, not insurance, whatever else. So are you also sending out newsletters? Like, are you doing monthly newsletters to where it, it updates everyone on, hey, we're looking forward to doing this event and this event and going live with this person. Like, are you actually doing that? That's huge. Okay, are you sending out emails that are just providing straight up value? I'm not asking them to come in for a visit. I'm just providing value to them. Are you doing that? Are you sending them a text like, hey, just a reminder today, drink half your body weight in ounces so that you can make sure that you're on a great peeing schedule. I mean, I'm just making this up but like, or something funny, did you drink your water today? Like wink, wink like that alone in a text message. It's funny. It's going to get their attention and it's not going to be salesy. Like, hey, do you want to come in and book an appointment today? Like, no one's responding to that, but if something's funny, someone's going to respond to that. Okay, like, wow, that's really clever. That made me laugh. Like, it's called pattern interrupt. Okay, so with that being said, you know what, what is your follow up series to get people to come in the door that haven't been in or back in the door? Are you calling people that have dropped off? Are you calling patients that said no to you a year ago and seeing how they're doing, are you checking in with them? Like, do you truly actually care about your customers? I think that's huge. Do you actually care? This is not just like a sales thing. It's like, do you actually care about the person on the other line or on the other side of that zoom call? For me, I so care about those people because I am one of those people and if someone could help me out and maybe I don't see the light yet, but I start to see it as I work with that person. Like, I'm going to give you everything I possibly can give you to help make you better if I know that person's all in and the person actually trusts me, likes me and we can move forward. Right? So you want to think about not just nurturing and helping the people that are in your office or in your mobile practice or online that you're working with. You've got to be able to think about helping the people that also have not paid you. And that's also important. So yes, making sure the ones that have paid you are taken care of very well, but also making sure the ones that didn't pay, that have not paid you, that you're still taking care of them and you're nurturing them and giving them tips, tricks and value even when they don't pay you. That's how you truly show up and build an amazing business. When you're trying to, you know, build it quickly and pull yourself out and be able to actually have a business run without you having to constantly be out, you know, doing workshops every single weekend. Like that gets so tiring. Or being the one that's always, you know, trying to go talk to the doctors. Like it's so, so tiring. So how are you going to be, how are you going to do that without, you know, you wearing yourself out? And that's having systems on the back end with follow ups through phone, email, text, all that stuff that's actually going to get you to where you want to be so that you can not kill yourself and have a company that works, you know, without you having to do all the things. So that's huge. Getting that set up on the back end is really, really important. But yeah, I want you to ask yourself, do you have a system? And if you need help with that, I have these systems built out. I've built it for multiple, multiple, multiple pelvic health practices. And you know, I want to make sure that you guys have systems in place so that you build it from the ground up the correct way so that you can nurture your current clients that you have and be able to move things forward. So anyways, that is what I wanted to talk about today is follow ups. Are you actually doing follow ups? Because if you're not, you're probably losing out on half your revenue, which is crazy. You could double your clinic if you just did follow ups, whether or not that's their email, phone, text, newsletters. If you're not doing that stuff, you've got to get on it. And if you need help with like systems on how to do that, I have beginner systems, I have more advanced systems. I'd be happy to help. Go ahead and just drop a comment below or you can send me a DM on Instagram at pelvibiz.com or at pelvibiz. And I'd be happy to help you provide free value on how to get that system going and what that looks like. So hopefully you guys have a great rest of your day. Bye guys.

Thank you guys so much for listening to the podcast. This podcast is sponsored by Jane. They are the people that are going to have amazing scheduling system for your patients. They're going to provide you with a super bill, they're going to make templates for you. They're going to provide you with the best customer service. And because of that, they allowed us to have a code for one free month for those that are wanting to try Jane for their scheduling, checking out super bills, telehealth, all the different options. That code is Healthy Biz1mo. We'll put in the show notes. But Pelvis1mo that is the code for Jane. And thank you so much Jane for sponsoring this podcast. If you guys want more information and want to learn how that you can keep bettering yourselves, go ahead, click the link down below and make sure that you book a call. And we love to provide any clarity questions on any follow ups.

Bye guys.