http://www.ltcsocialmark.com , 888-404-1513, Turning Home Care Leads into Clients - Avoiding Follow Up Failure, also see replay video at http://www.youtube.com/watch?v=glguaBevyJg

1. AVOIDING FOLLOW UP
FAILURE: TURNING OLD
LEADS INTO NEW
CLIENTS
LTC Expert Publications
Valerie VanBooven RN BSN
George Novoson

2. AGENDA
 Lead Nurturing or “Lead Care” Program
 Steps to take with different types of leads.
• How Often?
• What format?
 Develop a relationship (even if it’s automated!)
 Information to Offer Leads
 Q/A

3. F RO M “ N I C E TO H AV E ” TO
M A N DA TO RY
I’ve seen lead nurturing go from “nice
to have” to a hard-set business
requirement for growing businesses.

4. W H A T I S L E A D N U RT U R I N G
OR “LEAD CARE”
 Avoiding follow up failure begins with having a specific plan in mind
for regular follow up.
 Automated emails (autoresponders).
 Automated E-Newsletters
 Print Newsletters
 Follow up mail pieces
IN THIS ECONOMY YOU NEED EVERY EDGE, IT’S ALL
ABOUT REVENUE TO SURVIVE AND THRIVE.

5. DIFFERENT TYPES OF LEADS
 Opt-In through your website (consumer)
 Trade show/senior fair lead (consumer)
 Referral partner/networking (professional/business)
 Phone call in to the office. (consumer typically)
 Referral from a current client or friend. (consumer)

6. CONSUMER LEADS
 Opted- In from your website.
 Called the office.
 Referred by a current client or friend.
 Trade show/senior fair attendee (most unlikely to need services
immediately)

7. T R A D E S H OW / S E N I O R FA I R
 Name, address, phone, email
 If you have email addresses:
• Send a thank you/hello/nice to meet you email.
• Add to e-newsletter (make sure you have an unsubscribe option)
• Send follow up email (personal in nature) every quarter.
 No email address:
• Send a thank you/hello/nice to meet you letter (snail mail)
• Ask them to subscribe to your e-newsletter
• Send follow up mail (personal in nature) quarterly.

8. O P T E D - I N F RO M YO U R W E B S I T E
 Opted- In from your website.
• Send an automated hello/thank you for visiting/ can we answer any
questions email.
• Subscribe to e-newsletter
• Quarterly- hope everything is ok, personal email (even if automated)

9. CALLED THE OFFICE
 Called the office. ASK FOR EMAIL ADDRESS!!!!!!
• Send an automated hello/thank you for visiting/ hope we were able
to help/answer questions.
• Subscribe to e-newsletter
• If NOT a new client - Quarterly- hope everything is ok, personal
email (even if automated)
• If NEW CLIENT- Just send the monthly e-newsletter.

10. REFERRED BY A CURRENT
C L I E N T O R F R I E N D.
 Referred by a current client or friend. ASK FOR EMAIL
ADDRESS!!!!!!
• Send an automated hello/thank you for visiting/ hope we were able
to help/answer questions.
• Subscribe to e-newsletter
• If NOT a new client - Quarterly- hope everything is ok, personal
email (even if automated)
• If NEW CLIENT- Just send the monthly e-newsletter.
• Send referral a personal thank you SNAIL MAIL letter.
• Ask for a TESTIMONIAL.

11. REFERRED BY A CURRENT
C L I E N T O R F R I E N D.
 Referred by a current client or friend. ASK FOR EMAIL
ADDRESS!!!!!!
• Send an automated hello/thank you for visiting/ hope we were able
to help/answer questions.
• Subscribe to e-newsletter
• If NOT a new client - Quarterly- hope everything is ok, personal
email (even if automated)
• If NEW CLIENT- Just send the monthly e-newsletter.
• Send referral a personal thank you SNAIL MAIL letter.
• Ask for a TESTIMONIAL.

12. WHAT TO INCLUDE
 Opted- In from your website.
 Called the office.
 Referred by a current client or friend.
 Trade show/senior fair attendee (most unlikely to need services immediately)
Each piece of communication sent to ANY lead should include:
 Social Media Connections
• Website, Facebook, LinkedIn, Twitter, YouTube,
 Office Contact Information
• Email, Phone, Office address, Website, a Personal Contact Name

13. R E F E R R A L PA R T N E R / N E T WO R K I N G
(PROFESSIONAL/BUSINESS)
 Get their business card….OR ASK FOR EMAIL ADDRESS!!!!!!
• Send an automated hello/thank you for connecting/ nice to meet
you.
• Subscribe to e-newsletter
• If they have not sent a new client - Quarterly- hope everything is
ok, personal email (even if automated), invite to meet for coffee or
lunch, visit.
• If THEY HAVE SENT NEW CLIENT- Just send the monthly e-
newsletter.
• Send a personal thank you SNAIL MAIL letter.
• Ask for a TESTIMONIAL (when appropriate).

14. DEVELOPING A RELATIONSHIP
Bill Clinton- “he is absolutely magnetic and focuses completely on you when you talk, giving
you the sense that he truly wants to know your concerns. ”
“I have not and would not vote for a Clinton, but I have met the President at least three
times. He lives near me. He is very friendly and very good at asking about you and relating
whatever he is talking about to the people with whom he is speaking. He is a people person”
ESFP (Extraverted Sensing Feeling Perceiving)

15. I N F O R M A T I O N TO O F F E R L E A D S
1. FAQ Information
2. White Paper (Free Report)
3. Brochures
4. Testimonials
5. Self-Assessment Test (Is it time for care?)
6. Newsletters or E-Newsletters
7. Invitations to Upcoming Events as your special guest.

16. NEXT STEPS:
Next Steps:
1. Asses your own website- does his handle your follow up for you?
2. Do you have a great CRM in place to automate and categorize leads?
3. Do you have a rating system for leads? (Likely to do business vs unlikely to
do business)
4. Talk with the leader in online and internet marketing for elder care and
senior services about “LEAD CARE”.

17. CONTACT US:
George Novoson:
George@ltcep.com
888-404-1513
Valerie VanBooven RN BSN
Valerie@ltcep.com
888-404-1513
www.LTCSocialMark.com