Tips for responding to potential members in 24 hours

Enquiries to clubs via bsac.com are up over 200% compared to this time last year. BSAC is continuing to invest in growing the number of leads to the clubs wanting to grow.

It’s great to have all these new enquiries, right? But how do you find the time to get back to everyone quickly so we don’t lose them?

Responding to potential members in the all-important 24 hours

When you get leads it’s super-important to get back to these potential new members within 24 hours. This is a big challenge for many clubs but it will make all the difference in terms of retaining contact and ultimately converting to members. The following tips will help… 

1. Share the load

Ask a group of 2-4 volunteers (not just club officers) to  share the responsibility of responding to enquiries. As long as they copy or blind copy others in, the first one that gets to the enquiry can respond.

• Set up a shared mailbox, Gmail Group inboxes are easy to set up. Find out how.
• Have more than one ‘Admin’ on your Facebook Page. How to add an Admin.
  
  Tip: Don’t delete your emails or Facebook messages so you can see what each other have said. 
  
  

2. Let technology help to manage expectations 

• Set up an autoresponder or ‘Out of Office’ for your club’s email address.
• Keep your voicemail up-to-date for your club’s contact number.
• Turn on ‘Instant Replies’ on your Facebook Page
  
  Instant Replies are messages sent automatically as your Page's first response to new messages. For example, you can use your Instant Reply message to let customers know that you'll get back to them soon or to thank them for contacting your Page. 
  
  To turn on Instant Replies for your Page:
  
  1. Click Settings at the top of your Page.
  2. Click Messaging in the left column.
  3. Below Response Assistant, click to select On next to Send Instant Replies to anyone who messages your Page.
  4. To change your instant reply message, click Change, update the message and click Save.
  
  To turn off Instant Replies:
  
  1. Click Settings at the top of your Page.
  2. Click Messaging in the left column.
  3. Below Response Assistant, click to select Off next to Send Instant Replies to anyone who messages your Page.
  
  More support on Facebook Page messaging here.
  
  Tip: Set realistic expectations for the potential member and get back to them within that timeframe. You could say something like; Thank you for your enquiry, a member of our club will be in touch in 2 working days.
  
  

3. Keep your initial responses simple

To start with people just want to hear back from someone swiftly and in a friendly welcoming manner. Don’t send them an essay on the joining process and club fees, keep it light and informative; answering any specific queries they have.

• If they haven’t dived before suggest that they come along for a Try Dive session at your club. Don’t send them an essay on the joining process and club fees, keep it light and informative; date, time, what they need to bring etc. More on converting Try Dive enquiries.
• Your response to an already trained diver should be similar, you just want to get them to come and visit your club. If they meet you they will be more likely to join you. More on converting already trained diver enquiries.
  
  Tip: keep your responses short, chatty and friendly and get the potential member to the club for a visit so they can see how fun your club is.