Rachel - Did not book following consultation follow ups
This process is to catch any clients who have had a consultation, but did not end up booking a paid session with anyone.
** To identify no booking follow ups, you'll have to go through the schedule manually. **
You should do this process on thursdays or fridays and look at schedules from the PREVIOUS week.
For example, if you do this process March 24th 2023, you will be reviewing the consultations that occurred between March 12th-18th
So, go one team member at a time, looking for free virtual and free telephone consultations on their schedules from the previous week.
Click the consultation, then when the appointment pane pops up on the right hand side, put the cursor over their name and click view to go to that clients profile. At the top of their profile, you want to look at the "appointments" section. If they have an upcoming appointments, you move on to the next consultation booking, as this means the client has a booking upcoming, and we don't need to contact them.
You'll see below a client who has an upcoming appointment
When you find clients that DO NOT have an upcoming appointment after their consultation, this mihgt mean we need to connect with them.
This is what it will look like if they don't have an upcoming appointment:
Before we connect with the client, we want to make sure there isn't another reason why Jane shows that they haven't booked in. A common reason for this, is when there are couples or parent bookings. For example, a parent might book a consultation, do thee consultation and then book their KID in for a session with the therapist under a separate profile. So, before connecting to the client, we want to see if they have any family members. To check the family members, scroll down on the client profile to the bottom left and look for "relationships" . Below is an example of what it looks like when a client has relationships on their profile.
In this case, you would simply click the blue letter names of the other clients that have a relationship, and see if any of them have any upcoming appointments. If they do, then you are done with this client, move on to the next consultation from the therapists schedule.
If you have checked for relationships and there aren't any, and the client has no upcoming appointments booked, this is when you want to follow up with the client -
First, add the client to the spreadsheet
All follow ups must be tracked in our client follow up spreadsheet found here: No show & No Booking Follow Up tracking
Then, send them one of the emails listed below (pick the option based on if it was the consultation counsellor or a therapist)
Lastly, go to your "sent" emails in your inbox, and snooze that email to show back up in your inbox in 2 weeks, in order to follow up with this client
No Booking with Therapist Following Therapist Consultation
Frequency: Complete this follow up once per week
Process:
Step 1: Review each consultation that took place with a therapist from the week before. Review each client that booked a consultation with the therapist to see if they have booked in yet for a first session with said therapist. If they have not booked a session with the therapist, proceed to step 2. If they have booked a session with the therapist, the process is complete.
Step 2: Email each client the following email
Step 3: Snooze the email you sent to appear in your inbox in 1 weeks time. If at that point, the client has not responded or not engaged, mark the client as “dead lead” in the spreadsheet. If they have booked or proceeded, mark it as “booked in”
Subject Line: Checking In
Body:
Hey (Client)
Hope you’re doing well! I noticed you haven’t yet been able to set up a first session with your therapist. You may have already been in touch with your therapist to discuss and coordinate but I also wanted to check in with you quickly in case there were any issues.
If you’d like to book in, let me or your therapist know and we can happily get you booked.
If you’re not sure about your therapist match, want some other options or just are unable to move forward, just let me know - I’m here to help. We really want to make sure you’re comfortable throughout the process and ensuring you have the best therapist fit is a huge piece of that!
Let me know if there’s any support I can provide.
Really looking forward to connecting soon!
All the best,
No Booking with Therapist Following Consultation with Consultation Counsellor
Frequency: Complete this follow up once per week
Process:
Step 1: Review each consultation that took place with a consultation counsellor from the week before. Review each client that booked a consultation with a consultation counsellor (and attended the consult!) to see if they have booked in yet for a consult or a session with their therapist match. If they have not booked a session or consultation with the therapist, proceed to step 2. If they have booked a session with the therapist, the process is complete.
Step 2: Email each client the following email
Step 3: Snooze the email you sent to appear in your inbox in 1 weeks time. If at that point, the client has not responded or not engaged, mark the client as “dead lead” in the spreadsheet. If they have booked or proceeded, mark it as “booked in”
Subject Line: Checking In
Body:
Hey (Client)
Hope you’re doing well! I noticed you haven’t yet been able to set up a first session or consultation with your therapist. You may have already been in touch with your therapist to discuss and coordinate but I also wanted to check in with you quickly in case there were any issues or concerns.
If you’d like to book in, let me or your therapist know and we can happily get you booked.
If you’re not sure about your therapist match, want some other options or just are unable to move forward, just let me know - I’m here to help. We really want to make sure you’re comfortable throughout the process and ensuring you have the best therapist fit is a huge piece of that!
Let me know if there’s any support I can provide.
Really looking forward to connecting soon!
All the best,