Building trust and credibility
This is an amazing source of competitive advantage for your business. If you can just get back to leads within five minutes, you’ve really won the race before it’s even got started. And that’s also involved in building trust and credibility too, right? When you respond to your lead very quickly. Let’s talk about that section next.
Okay, now one of the things that responding to a lead really quickly does is it creates instant trust and credibility in how oriented your practice is towards customer service. It simply demonstrates that you care to be responsive. Now in my view, if a salesperson is unresponsive, I only wonder how their customer fulfillment team is going to be when they don’t need my money anymore.
Let me give you an example that everyone can understand: The other day I went to a restaurant. We stood in front of the restaurant, looked at the menu, and we were looking around to see if somebody would help us. There were several different servers walking by, not a hostess in sight. We waited roughly about three minutes, and after three minutes, we just looked at each other and said, you know, if this is how long it takes us to actually welcome us into their business and sit us down even before we ordered, imagine how long it’s going to take to get our food, right? So immediately we decided, next, let’s move on to the next restaurant down the street. Turns out…
We went to the next restaurant down the street, and we actually got sat down pretty much instantly and laid down 200 pounds for dinner at that restaurant, sure the restaurant that we went to initially might have looked a lot nicer, and we might have wanted to go there in the first instance, but they missed out on. It’s the same thing with your practice.
Increasing sales and revenue
Now just imagine if you responded to every lead within five minutes. Just imagine what it would do to your conversion rate. Just imagine, for example, you had 80% more conversions than you currently do. So if you had 10 conversions this month, you’d end up with 18 conversions. Now let’s say out of those 10 conversions, typically you get five surgeries on the other end. So that might equal, say, five times 5,000. You’ve made 25,000 pounds. That’s nice. But let’s say you go to 18, and out of 18, you get nine.
9 times 5 is 45,000 pounds. So that’s a significant difference. Everything else is equal to how much money you’ve generated, most of it going to the top line and then definitely going down to the bottom line once you pass a breakeven point, just by responding within five minutes. So really, if you think about it, responding within five minutes to every single lead is worth thousands and thousands of pounds for your practice. In fact, the bigger you are, the more volume you do, the more important and valuable it is to your business.
Tips for implementing the 5-Minute Rule
So many practices ask me, how can I go about implementing that five-minute rule? I mean, it sounds great, but my team is just too busy dealing with customers, dealing with patients. Many times they’re not even in. Sometimes they’re on the phone. How do I actually go about responding to leads within five minutes, as you suggest, in order to get this incredible value on the other side?
Well, I’ll tell you how. With Hattie, you can respond to leads within five minutes. If they fill in a form, Hattie will respond on your behalf using automation to respond to that lead within five minutes. If they complete a self-test, Hattie will respond on your behalf with automation informed by the self-test results within five minutes.
If they call you and you’re busy on the line, Hattie will respond via text, even though you missed the call, within five minutes. So really the rule here is not just a five-minute window, but the underlying outcome is that no lead gets left behind.
You must get back to leads within five minutes. If you don’t, you’re missing out on a potential 80% of your conversions. That is the first thing you have to do before any sales training, before improving your service, and before anything else. Really, just make sure that you’re responding to leads within five minutes. That alone is going to get you in the game, again, before all the other competitors have even woken up and realized that this is a game on.
Right, so get back to your leads within five minutes and use systems that enable you to do that. And again, the best way to do that is using a system like Hattie that will respond to those leads within five minutes, not only when your team is busy, not only when your team is distracted by doing the services to other patients, but 24 hours a day, seven days a week, even on evenings and even on weekends, so that no lead gets left behind and you’re always responding within that five-minute rule.