Lead Follow-Up
Why follow-up matters most
Aggregator leads are highly competitive because families are often connected with multiple agencies at once. This means that when you receive a new lead, other providers may be calling the same family within minutes. Acting quickly and following up consistently is what determines whether you win the client. Some families are looking for immediate solutions (for example, discharge from hospital the next day), while others are researching months in advance. Both types are valuable. Urgent leads require speed; long-term planners require consistent and patient follow-up.
Golden rules
- Respond within 5 minutes: Treat every lead like a ringing phone. The provider who calls first is often the one who secures the first conversation and builds early trust.
- Call first, then text and email: Voice contact creates trust fastest, but if you don’t connect right away, follow with text and email so families know you received their request.
- Use multi-channel follow-up: Combine calls, texts, and emails to reach families in the way that is most convenient for them.
- Maintain consistent cadence: Some families may not respond immediately. A structured approach over days and weeks keeps you top of mind until they are ready.
- Always show empathy and professionalism: Families are often stressed and emotional when seeking care. A calm, compassionate tone builds credibility.
Follow-up sequence
Day 1: Call immediately upon receiving the lead. If there is no answer, leave a voicemail and send a short text. Call again later the same day.
Note: If your aggregator platform is integrated with Zoho, an automated thank-you email is sent to the family right away. If the aggregator is not integrated, be sure to manually add the lead into Zoho immediately so they are enrolled in automated email sequences.
Zoho will automatically remind you to follow-up in the following cadence:
Call 1: immediately
Call 2: 2 hours later (or next day 9am if past 7pm local)
Days 2–5: Make daily follow-up attempts, continue with phone calls and text messages. Emails are handled automatically through Zoho in the first 5 days.
Call 3: 10am the next day
Call 4: 12pm the next day
Call 5: 2pm the next day
Call 6: 11am the next day
Call 7: 3pm the next day
Week 2: Shift to every other day. Continue to use different channels.
Weeks 3–4: Move to weekly check-ins. Families planning ahead may need time to decide, but you stay present in their mind.
Beyond: Keep the lead in your Zoho nurture sequence. Automations will maintain contact, and you can add personal touches as appropriate. If the family does not book an assessment or convert quickly, the lead will automatically be added to the cold nurture drip campaign. This ensures ongoing communication over time and keeps your business top of mind until they are ready to move forward.
Skilled communication
Home care is a deeply personal decision. Families contacting you through aggregators are often overwhelmed and uncertain. The way you communicate in the first conversation is critical. Below are examples of how to build trust, show expertise, and move toward an in-home assessment.
- Listen carefully before offering solutions.
- Let them know how home care works: “Home care is a flexible service designed to help your loved one stay safe and independent at home. We offer a range of care, from companionship and meal preparation to 24/7 support.”
- Differentiate Qualicare: “We take a 360° approach to care, focusing not just on physical needs but also emotional well-being and family support.”
For detailed call conversion guidelines, also reference the Mastering Inquiry Call Conversions Knowledge Base article.
Top tips- Personalize each outreach by using the lead’s name and referencing their stated needs when possible.
- Keep messages concise, families are often overwhelmed and want clarity, not long explanations.
- Document every touchpoint in Zoho to maintain visibility into follow-up activity and outcomes.
- Don’t give up too early—many conversions happen after multiple contacts, and some may even convert after several months. Use the cold nurture email drip in Zoho when appropriate.
- Following up fast and consistently is the most important factor in turning paid aggregator leads into paying clients. Without strong follow-up discipline, even the best leads will not convert.
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