Following up with our clients is extremely important but it can be difficult to find balance between making the client feel supported and being too intrusive. Here I will provide a few steps to make your follow up process simple and effective.
Why should I follow up?
Following up makes the client feel valued.
It reminds them they aren’t alone.
It keeps the door open for future services.
What is the best method follow-up?
Text is the preferred method but be careful protect her confidentiality.
Make sure you have permission to text her
Use your first name but leave the center’s name out of it
Don’t state the reason she visited or contacted you
Never give medical advise or test results over text. Instead, ask for a call.
When should I follow up?
Within one hour of initial contact
After an appointment is scheduled
After she visits the center
If she misses an appointment
If the client has not responded to your initial contact within 12 to 24 hours