Fix guide · Step 2: Nurture
How to contact new aligner leads within five minutes
Read this ifLeads come in at night and hear back the next afternoon.
Speed costs nothing extra. It decides whether the rest of your follow-up gets a chance.
By Moe, The Trend Up- How to use this guide
- 1Read the steps with the people who'll run them
- 2Copy the templates into your system
- 3Measure the number at the bottom next month
What this takes
You and your front desk. Thirty minutes to set up the first text and the call rota. Measure time to first contact next week.
From inquiry to the chair
Moe, The Trend Up
- Qualifying questions
- Handling “how much?”
- When they don’t reply
The fix, step by step
Send the first text automatically, from a real name
Within a minute of the form, day or night. One job: get a reply.
Call within five minutes during opening hours
Decide who owns new leads each shift. If it's everyone's job, it's nobody's.
Handle after-hours leads
An automatic text offers times or answers common questions. A person calls first thing next morning.
Try a second call at a different time of day
If they didn't answer in the morning, try lunch or early evening.
Track time to first contact
Check it weekly. What gets measured gets faster.
Templates you can use today
First text, within a minute
Hi [name], it's [person] at [clinic]. Got your question about Invisalign. Are mornings or evenings better for a quick call?
After hours
Hi [name], it's [person] at [clinic]. Thanks for reaching out about Invisalign. We're closed right now, but I'll call you first thing tomorrow. Or grab a consult time here: [booking link]
Voicemail
Hi [name], it's [person] from [clinic], calling about your Invisalign question. I'll text you too, so reply whenever suits you.
Only text patients who agreed to receive texts from your clinic, and include a way to opt out.
How to measure it
Time to first contact = minutes from form submission to the first real call or text. Aim for under five minutes during opening hours.
What to fix next
Start with the step that's costing you cases.
Three short videos, one per step, in the order we fix them.