Increasing Client Conversion Page 4/4

STEP THREE: Converting A Contact To A Client - Well you've done it. You have finally gotten your first contact referrals from Theravive, congratulations. Yet suddenly you find yourself not able to "seal the deal" and the contact slips through your fingers. What happened? When a client reaches out to talk to you, we know that A) They liked you on your city page, B) They liked you on your bio page....so far you have done well....then they disappear. What happened? Well obviously not all contacts will convert. Sometimes people want free counseling, something most professionals do not do. But sometimes clients are uncertain, and just back out. These are the ones that really want help, but for some reason were too afraid or reserved about you. These are the ones you can do a better job converting. Here are some very helpful tips on converting email contacts to clients:

Your goal is to speak to the client via phone as soon as possible. Avoid email exchanges if you can. If the client included his or her phone number in the email, your next move is to call, not reply. Establishing personal contact with the client is the best way to convert. Email can be very impersonal. A phone call is superior to email for client conversion. If the client did not list his/her phone number in the email, then reply to the email, be brief. You want to avoid a situation where you are giving "free counselling". State how you can help them, and answer questions related to location, fees, or hours of practice. Be friendly, but do not give direction or advice governing their problem. Be sure to give your phone number and ask them to call you to discuss further. Additionally, ask them in any reply to send their phone number and you will call them.

Once You Speak To The Client. When you first speak to a client, they may be nervous about the counselling process. It is very common for a potential new client to have a fear about "how many" sessions they will need. Your goal is simply to meet them in a first session. It is important that they are made comfortable knowing that coming to a counselling session does not equate to a commitment to numerous sessions. Be friendly, and personable. Your voice should have the tone of understanding and empathy. Help the person feel at ease and comfortable simply coming to a first session.

Booking The Appointment. Confirm your session fees and methods of payment. Confirm your cancellation policy. Confirm the appointment by emailing a copy of the information to the client. Call the client 24 hours prior to the session to confirm session time- this also helps create accountability and prevent a 'no-show'. We wish you well in growing your practice.