TSD: S1 | E5 - “I Keep Forgetting to Follow Up.” Let’s Build a System for That

[00:00] Introduction Why follow-ups matter: It's not just lost income, it's broken trust The reality of running a practice: sessions, sick kids, and things filed under "later" [02:00] Common Follow-Up Moments That Get Forgotten Potential client inquiries Discovery calls that went quiet Clients who ghosted mid-package (yes, even prepaid ones!) Unanswered portal messages People who downloaded freebies but never heard from you again These are relationship moments, not just admin tasks [04:00] Gmail & Google Workspace Solutions Using labels and folders (Courtney's an inbox zero + folder person!) Smart inboxes in Apple Mail desktop app Courtney's favorite folders: Meetings folder (automatically sorts all meeting invites) To-Do (using orange flag + orange heart emoji) Waiting on Reply (purple flag + purple heart emoji) Pro tip: Use emoji to remember which flag color = which folder [07:00] MailButler Game-Changer Creates tasks directly from emails Integrates with Apple Reminders Why Courtney switched from big project management tools to Apple Reminders for small tasks "It's the little things that slip through the cracks and cause the most risk" [09:00] Practice Better Tips Use tags to flag clients who haven't booked their second session Create tasks within Practice Better Filter clients who don't have recent bookings [10:00] The Natural Flow Question Just like habits with clients: if it doesn't come naturally, you won't use it Look at what you ALREADY use (email, calendar) and build on that Google Tasks is right there in Google Calendar—use what's in your face Don't create a Google Sheet tracker if you never open Google Sheets [12:00] What to Actually Say in Follow-Ups Don't overthink it—keep it short and warm For inquiries: "Hey, I just wanted to follow up in case my last message got buried. I'm still happy to chat if you're interested." For ghosted clients: "I've been thinking about you and wanted to check in. There's no pressure, but I'm here if you're ready to reconnect." For missed questions: "Apologies for the delay. I missed your message earlier, but I wanted to circle back." Remember: We're connecting, not selling [14:00] The Power of Email Templates Save brain power by having templates ready Reference to previous episode on email templates These feel-good follow-ups are perfect template candidates [15:00] Action Items Choose 2 of the following: Create a "Waiting For" label/folder in Gmail and assign to 3 emails NOW Calendar block: "Follow-Up Friday" (30 minutes weekly to sweep missed replies) Add a "Follow-Up Needed" custom field in Practice Better Create a follow-up tracking board (Notion/ClickUp/SmartSuite) Try MailButler (or similar email management extension) [17:00] Courtney's Current Setup Apple Mail (never bothered before, but now loves it) MailButler extension Busy Cal coordination SmartSuite for big project boards "You won't know what works for you until you try something" [18:00] Final Thoughts Pick the EASIEST action item—we're not trying to be fancy Following up doesn't make you pushy, it makes you reliable Stop leaving money, trust, and client progress on the table Available services: Strategy sessions + system setup at Declet Designs, or join Clinician Crew [19:00] Next Episode Preview Digital boundaries: What to do when clients message you at 10 PM on Saturday Connect with Courtney: Website: decletdesigns.com Community: cliniciancrew.com Schedule a strategy session for system setup help Leave a Review: If this episode helped your practice feel a little lighter, follow the show and leave a review!