Responding to Leads

Occasionally, I will secret shop some of my clients- and by secret shop I mean I will send an inquiry through their contact form and see how they respond.

One of the biggest reasons I secret shop them is I want to make sure my clients aren’t losing out on valuable business because of the way they respond. Sometimes I will get complaints about lack of lead generation. The first thing I will do is secret shop them.

What I look for is:

1. How soon they respond to my inquiry
2. If they answer my question
3. If they provide additional information that I did not ask for,
but is helpful to know
4. If they link back to their website
5. If they provide their contact information in the email

Recently I secret shopped a client who was saying that he was not getting any conversions from his web leads. He said he gets leads, but none of them ever respond back after he contacts them. I secret shopped him, sending him some basic information on why I was contacting him. This was his response:

“Thank you for your inquiry. happy to discuss your specific dental question. However, we would need a phone number to contact you.”

WHAT!??! You need a phone number to contact me? I can’t even begin to tell you what is wrong with that.

Don’t lose prospective clients. If you are not answering your email leads, secret shop yourself and make sure whoever is answering them is doing a good job. Web marketing can be one of the most cost-effective ways to generate business. Make sure you are cashing in.

Noël Otten
Account Manager
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