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:

1. Create a "Waiting For" label/folder in Gmail and assign to 3 emails NOW
2. Calendar block: "Follow-Up Friday" (30 minutes weekly to sweep missed replies)
3. Add a "Follow-Up Needed" custom field in Practice Better
4. Create a follow-up tracking board (Notion/ClickUp/SmartSuite)
5. 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

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