As Conversational Marketing Experts (CMEs), we’re always anticipating a conversation to end with an appointment to help save lives! Sometimes, however, other conversations may not end with an appointment, but as CMEs we want to end every conversation on a positive note regardless of the situation.
Ending each phone call positively sets the tone for the next interaction with the donor so that they want to continue donating in the future with the blood center. There are two ways to close a blood donor recruitment conversation:
Closing Calls That End With An Appointment
When closing a call that ends with an appointment you want to make sure to confirm every aspect of the scheduled appointment, including the date, time, location, the type of the donation, the donor’s email (to send a confirmation), and the address of the appointment. Let the donor know once again how much you appreciate their life saving donation.
Make sure the donor knows everything necessary to ensure a successful donation before their appointment, like eating a good meal, drinking plenty of fluids, and bringing a photo ID. Remember to offer SMS reminders if the program allows you to; this helps increase the chances of the donor making it to the appointment. Lastly, provide a number to call with any questions before the appointment or if the donor needs to reschedule for a different time.
Calls That Do Not End In Appointments
Donors who don’t schedule appointments should still be aware that they are appreciated for their previous donations. We still want to make the donor feel important by mentioning how much of an impact they have made with their previous blood donations. We want to let them know they may have saved up to three lives with each of their previous blood donations, and we would love for them to continue to save lives when they are able to donate blood again.
Show empathy, They may be ill, going through a difficult time, or simply having a bad day. This helps strengthen the relationship with the donor to where they continue to donate blood with the blood center whenever they are able to donate blood again. Ask for an email or verify the one listed in the donor’s profile; that way we can continue to notify the donor of future blood drives. Provide the schedule number so when the donor has availability and is able to donate they can give us a call to help find the most convenient location and date for them.
All in all, whether you end with an appointment or don’t end with an appointment you want to still end the conversation on a positive note to strengthen the relationship with the donor. Remember the last impression you make on a call is the last memory the donor has of the call. So smile, and be as polite as possible; your voice is the only avenue of communication. Make the best of it!