Turning Your Therapist Site Visitors Into Clients
Getting people to visit your site is great. Getting people who are potential clients to your site is even better, but really what you want is for your site visitors to become actual paying clients. However, just because someone searches for a service and finds your site, it does not mean they are going to contact you or even consider getting in touch. If you are not getting clients from your website then it is highly likely that something is wrong.
Check the Basics
To start with, you should check the basics. Here are a couple of examples of supposedly “little things” that I found to be the big stumbling block for actual non-client websites who came to me and asked that I check for problems.
- The phone number was wrong!
- The contact form was going to an unmanned email address
- The phone number was not shown or difficult to see
- The site never mentioned the location of the company
Now these are all little things that will cause a big issue. Careless site creation or poor attention to detail from the designer can be detrimental to a site so make sure you go through your site with a fine-tooth comb before accepting it as complete!
Make it Easy for Your Clients to Contact You
If someone wants to call you, there should be clear instructions on how they can do this and when is a good time to call. NEVER state that people should call and leave a message for you to return – it gives a bad impression. Encourage them to call and let your voicemail tell them to leave a message – people will be much more likely to actually call and leave a message.
If you only want email contacts then allow them to contact you through a secure web form. It should be noted that contact through a web form is considered off-putting for a personal service like therapy, you really should be contactable by phone.
The Contact Response System/Process
Whether you are a 1 person practice or there are 50 staff members, it is vital that you have a process in place for handling contact from potential clients. It should include at least the following:
- Getting correct contact details
- Asking what service they require/what they want from you
- Telling them what will happen next (call-back, appointment, etc) and ensuring it happens
- Follow-up where necessary until they are either a client or have said they do not need the service any more.
- Recording of all information in a carefully kept call book/software
- The recorded information should be reviewed regularly and “live” contacts should be kept to the fore to ensure they are not forgotten.
For many people, contacting a therapist is new for them or something they have had to pluck up the courage to do. If you or your staff do not answer their call correctly, are flippant, or give a bad impression, you will likely not hear from them again. They are likely to then have to go and build up the courage to call someone else or in a worst-case scenario, not get the help they need.
Of course this is never a deliberate outcome from a therapist practice but simply not having a proper process in place will cause this to happen. If you don’t have a Contact Response Process in place, make that a priority to do today, even just a basic one, and then add to it as time goes on. Your clients will thank you for it.
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Found this blog post useful? Check out our popular post – Top 5 Requirements for a Therapist Website to learn more about what your website really needs!