Why do hair restoration enquiries go quiet after the first call?
By the Margin Media team · Updated
Hair restoration enquiries go quiet because the patient was never asked a second time. They called, had a question answered, said they would think about it, and the clinic waited for them to call back. People considering an elective procedure seldom do. The enquiry did not fail: it was left unfinished, and another clinic finished it.
What is the patient doing while the enquiry is quiet?
They are still deciding. They are reading about options, looking at other clinics, checking their budget and perhaps waiting for a quieter month at work. Silence from the patient is not a no. It is a pause, and whichever clinic is in touch when the pause ends tends to get the consultation.
Where does the clinic lose them?
The clinic loses them in the gap between the first call and a second contact that never comes. These are the usual ways it happens.
- The call ends with 'call us when you are ready' and no consultation offered.
- The enquiry is written on paper or left in an inbox, with no date to follow up.
- The person who took the call is off or leaves, and the lead leaves with them.
- One follow-up call reaches voicemail and is not repeated.
- The patient asked about cost, got a vague answer, and was not offered a consultation to get a real one.
What should happen instead?
Every enquiry should end with a next step, and every unbooked enquiry should have a date attached. Offer a consultation on the first call. If they are not ready, ask whether you may check in, and then do it. Keep the list in one place the whole team can see, so it does not live in one person's head.
How does Margin keep hair restoration enquiries from going quiet?
Mia, Margin's AI receptionist, offers a consultation time on the first call and books it onto the portal calendar. Anyone who asked but did not book keeps hearing from her by text until they book or say no, and every thread is in your portal.
What she says when a caller asks about price or financing is gone through on your audit, before anything is built. Follow-up texts start once carriers approve your clinic's texting number, which takes days to a couple of weeks.
What Margin sets up for this.
- Follow-up until they book or say no
- Mia, the AI receptionist, on every call
- Booking onto your calendar
- Your portal: every call, text and booking
What a business needs is decided on its audit. It is a one-time setup fee and a monthly fee, with exact numbers on the audit.
How Margin works for cosmetic and elective medical practicesSee the portal with a sample businessThe Surgery Accelerator, for plastic surgeons
Related questions
How soon should a hair restoration clinic follow up after an enquiry?
Within a few days of the first conversation, and then at wider intervals. A hair restoration clinic should agree the next contact with the patient on the first call where it can, so the follow-up is expected.
Why do hair restoration patients ask about price and then disappear?
Sometimes because price was the only question they knew how to ask. A hair restoration clinic that answers it and stops has ended the conversation. Offer a consultation, where the real answer for that patient can be given.
Should a hair restoration clinic delete old enquiries?
Not without contacting them. An enquiry from months ago may be a patient who is now ready. A hair restoration clinic should check in once, respectfully, and remove anyone who says they are no longer interested.