The new patient inquiry came in after hours. They booked somewhere else.
Every new patient inquiry gets a prompt, personal reply and follow-up until it becomes a booked consultation, even when the front desk is busy or closed.
- 8:52 PM New patient inquiry from your website
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8:52 PM
Reply sent by text
Hi Priya, thanks for getting in touch. Would you like to book a first consultation? Here are this week’s openings.
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Next day, 9:30 AM
No answer, so a follow-up goes out
Just checking in, Priya. Happy to answer any questions before you book.
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Next day, 12:10 PM
Priya replies
Thursday at 4 works.
- Next day, 12:11 PM Consultation booked Thu 4:00 PM
Your front desk can’t be in two places.
Reception is checking in a patient, the phone is ringing, and a web inquiry about a first consultation lands in the inbox.
By the time anyone gets to it, most of the day has gone. The person who asked has already booked with a clinic that replied first.
Why it happens
The front desk is one person handling in-person patients, phones and admin at the same time. And new patient inquiries cluster in the evenings and on weekends, when the clinic is closed.
Speed is the whole game
The business that replies first usually wins the job. Not the cheapest, not the best. The fastest.
-
21×
The window is minutes, not hours.
Replying within 5 minutes instead of 30 made contact about 100× more likely and qualifying the lead about 21× more likely.
Lead Response Management Study, Dr. James Oldroyd, MIT / InsideSales, 2007 (15,000+ leads) -
42 hrs
Almost nobody makes it.
The average firm took about 42 hours to respond to an inbound lead, and 23% never responded at all.
Oldroyd, McElheran and Elkington, Harvard Business Review, 2011 (2,241 US firms) -
50%
And one attempt isn’t enough.
Half of sales leads are never contacted a second time, yet 93% of converted leads are reached by the sixth phone attempt.
Velocify contact strategy research; XANT research
Published research on inbound lead response across industries, mostly business-to-business. These figures describe the problem. They are not KeepPace results.
What KeepPace does about it
Instant response
New patient inquiries get a prompt, personal reply, including evenings and weekends.
Missed-call text-back
A missed call gets a text back, so the caller isn’t left waiting for a callback.
Multi-day follow-up
People who aren’t ready to book keep hearing from you for a few days, until they book a consultation or go quiet.
Reminders and no-show recovery
Appointment reminders reduce no-shows, and missed appointments get a prompt to rebook.
After the job
A review request after the visit, and a check-in for patients who are due back.
One price. Every lead.
Published, flat, and the same for every business. No tiers to compare and nothing to negotiate.
- Flat rate. No lead caps, no tiers, no per-message charges. A busy month costs the same.
- Done for you. We set it up end to end. Your part is one short intake conversation.
- Works with what you have. Leads keep coming from your existing sources. Nothing to switch or rebuild.
- You stay in control. Your voice, your messages. Step into any conversation whenever you want.
Compare it with one patient who keeps coming back.
- KeepPace, first year
- $5,550
- One patient who keeps coming back
- [VERIFY: average patient lifetime value]
Use lifetime value, not a single visit. A recovered patient returns, which is what makes the comparison strong. First year is $750 setup plus 12 months at $400.
Questions
Who writes the messages?
They’re written for your business, in your voice. You can step into any conversation and take over at any time.
I already have a CRM. Why would I need this?
A CRM stores your leads. It doesn’t answer them in ninety seconds at 10 p.m. Leads keep coming from the sources you already use, and KeepPace makes sure each one hears back.
How much work is the setup?
Very little on your side. We set everything up for you. Your part is one short intake conversation about how your business works. You’re not learning new software.
I don’t get that many leads. Is it worth it?
If anything, it matters more. When leads are scarce, each one you lose costs more.
Is there a limit on leads or messages?
No. It’s a flat $400 a month with no lead caps, no tiers and no per-message charges.
What happens when a lead doesn’t reply?
They keep getting follow-ups over several days. If they book, the appointment comes to you. If they go genuinely cold, the messages stop, so nobody gets pestered forever.
Where do clients log in?
Clients sign in to their KeepPace portal at app.getkeeppace.com. It’s also linked as Client login at the top of every page.
See what it looks like for your clinic.
Tell us where your leads come from. In a short call we’ll show you what an instant reply and real follow-up look like for your business.
Opens an email to yousef@getkeeppace.com