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Home / How We Help / Work With Us / Enquiry Conversion Review

Enquiry Conversion Review (Online or face to face)

A defined review identifying where interest is lost, with recommendations for follow-up and showrounds.

Who it is forCare groups receiving enquiries but converting too few to admissions, or with no clear picture of where families drop out.
TimescaleThree to five weeks
InvestmentFixed fee, with online and face-to-face options
The problem

What this project addresses

Enquiries that go unanswered, showrounds that vary by who leads them, follow-up that depends on memory and no record of outcomes. Marketing spend is being wasted after the point where it worked.

Scope

What is included

  • Mystery shopping by telephone, digital and, where agreed, visit
  • Review of enquiry records, CRM use and follow-up practice
  • Observation of showrounds and conversations with managers
  • Analysis of conversion by home, by source and by stage
Deliverables

What you receive

  • Findings report by home with examples
  • Recommended enquiry journey, responsibilities and timescales
  • Follow-up sequence and materials outline
  • Training recommendations
  • Feedback session with managers
Process

How it runs

  1. Set-up

    Scope, homes and scenarios agreed. Consent and confidentiality confirmed.

  2. Review

    Mystery shopping, records review and observation over two to three weeks.

  3. Analysis

    Where and why interest is being lost, by home.

  4. Recommendations

    Practical changes presented to leadership and managers.

  5. Next step

    Implement yourselves, book training, or continue within the partnership.

Client inputs

What we need from you

  • Enquiry and admissions data
  • Access to CRM or enquiry logs
  • Manager availability for observation and feedback
  • Agreement on mystery shopping scope

Our approach to marketing had been scattergun at best and we didn't have a clear goal or message. Now we have both.

Alex MacFarlaneDirector

Sally is refreshingly direct and straight talking for a marketing person. At the same time, she's easy to work with and fully engaged with the trials and tribulations of the board.

Louis MacWilliamDirector
FAQ

Questions about this project

Will this upset our managers?
Feedback is constructive and focused on the process, not the person. Most managers find it a relief to have a method.
Can you do this remotely?
Yes. The online option covers telephone and digital enquiries. Face-to-face adds showround observation.
What happens afterwards?
Many groups book Telephone and Showround Training, then continue enquiry support within the partnership.

Ask about the Enquiry Conversion Review

Final names, boundaries, pricing and timescales are confirmed in a proposal. Tell us about your homes and we will send one.

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