Marketing does not end at the enquiry. Between an enquiry and a seated patient sit four or five handoffs, and each one has a measurable drop-off you can fix this quarter.
The gaps that cost the most
Ranked by the revenue we typically recover when they are closed.
- Response time: enquiries answered inside five minutes convert several times better than hour-old ones
- Phone tag: no callback window offered means the patient books elsewhere
- Pricing ambiguity: a range with context outperforms silence at every price point
- Intake burden: split the form, ask for history after the slot is held
- Confirmation gap: reminders at booking, minus two days, and minus two hours protect the show rate
Make the journey visible
Write the stages on a whiteboard, put a number beside each, and review it with the front desk monthly. Most practices find their biggest win is operational and free.
