How to Answer and Follow up to Phone Calls
While someone in the early stages of searching for a school may visit your website, when a person calls for information, they are in a “ready to join” mindset, otherwise, they would not call you.
That’s why you must take control of the phone as a marketing tool and maximize it’s value to your school.
Make sure your voicemail is professionally recorded and delivered with enthusiasm.
DO NOT make the common mistake of naming all of your classes and their benefits as part of the message. That reeks of desperation. Keep the message simple like the example below. It only uses two sentences, but they are powerful.
Make sure your team is actively rehearsing the following phone sales and follow up scripts. They must have this memorized and delivered with enthusiasm.
This has to be delivered with enthusiasm. Some schools actually hire voice over talent on Fiverr.com to record these. Just make sure that the person recording this message sounds like he/she is happy and excited to make contact.
“Thank you for calling Empower Kickboxing. If you’re calling during normal business hours, we’re on the other line helping parents/students/people enroll for our [offer].
To save your child’s spot or ask any questions, please leave a message or feel free to text us for faster service. A member of our team will contact you as soon as possible. Thanks again for your call and have a great day.”
Throughout the year, you’re going to be promoting different classes. Be sure to change the recording to match your offerings. For instance, If you’re calling during normal business hours, please know that we are on the other line helping parents enroll in our [after-school program].
When you say, “helping other parents enroll into our…” That provides social proof that people are enrolling.
The Fortune is in the Follow Up
Call everybody back as soon as possible. You’re going to have different types of calls. You will have sales calls and you’ll have student service calls that all go to the same phone number. For student service issues, make sure your staff knows the 24-hour response to student issues.
Call everybody back as soon as possible. You’ll make more sales and you’ll make more of your students happy. If you put them off until the end of the day or event worse, the next day to call them back there is a good chance you are going to lose them. So call them back.
Make sure you call back every single call, even if they don’t leave a message.
Once you get them on the phone, mention how busy today has been with new enrollments. This is more social proof.
For instance, “Hi this is John Graden from Empower Kickboxing returning your call. Thanks for your patience. Today has been crazy. We’ve had so many new enrollments. I’m glad that I was able to reach you. How may I help you?”
Social proof is reinforced by saying it’s “been crazy with new enrollments.”
Text replies are good for initial contact, but use them to set a time for a tour of your school or to talk on the phone. Do not do business through text. Use it to get people to the next step for a tour or phone call.
Be relentless with your follow ups. If you miss a phone call, that is a lead that needs to be called until they tell you to stop. Busy families do things and have the money to invest in activities. That’s why they are busy. Your goal is to make your school one of those activities.