When managing client relationships, the timing and frequency of follow-ups can significantly impact your ability to re-engage clients. The Priority Actions tab in the Recovr Portal helps identify those who may require immediate attention to encourage them back. However, some clients may not respond to initial contact or fail to return, leaving you wondering when—and how often - to reach out.

Understanding the Priority Actions Tab

The Priority Actions tab is a dynamic list of clients who haven’t attended a session in at least a week. The clients at the top of the list are the most recent absentees, meaning the sooner you reach out, the more likely you can catch them before their disengagement deepens. This tab helps you proactively manage clients who may need encouragement before they enter higher-risk categories, such as ‘In Trouble’.

However, not all clients marked as ‘At Risk’ need urgent follow-up. This is where understanding the Four Risk Rules comes into play, as it helps prioritise your outreach efforts.

Key Risk Rules to Prioritise Clients in the Priority Actions Tab

  1. Low User Rule: Clients with a lower session count than expected based on historical activity. These clients may not need immediate outreach, but monitoring their usage trends can help you identify when action is necessary.
  2. Absent Rule: Clients who haven’t attended in a while are assigned a higher risk score the longer they’re away. Prioritising these clients can help catch disengagement early.
  3. New Member Rule: Special attention is given to new members in their first 25 days. Engaging new clients early and often can establish stronger habits and connections.
  4. In Trouble Rule: Clients who haven’t been active in over 21 days and have been members for at least 22 days. These clients are in the most critical stage and require immediate and targeted follow-ups.

How Long to Wait Before Following Up

  1. For Clients in the Priority Actions Tab: If a client hasn’t been in for a week, reaching out promptly is key. Aim to contact them within 1 to 2 days of their appearance in the Priority Actions list. A friendly reminder about upcoming sessions or a personalised message expressing your hope to see them soon can be effective.
  2. For Clients Who Don’t Respond Initially: If there’s no response after your first outreach, follow up 3 to 5 days later. Consider varying your communication channel or adjusting your message to be more engaging or personalised.
  3. If Clients Reach 3 Weeks of Absence: Clients who haven’t attended in three weeks automatically fall into the ‘In Trouble’ category. At this stage, re-engagement becomes more challenging, so the messaging should shift to express genuine concern for their absence and offer any necessary support. Follow up 7 to 10 days after your initial outreach attempt during this stage.
  4. Final Outreach: If clients remain unresponsive after multiple attempts, wait an additional 2 to 3 weeks for a final check-in. This outreach should be supportive and express your hope to see them return soon, possibly offering a last incentive or personalised offer.

Why Prioritisation is Key

The recovr Portal’s Priority Actions tab provides a clear, organised list of clients who may need immediate follow-up, with the most recent absentees appearing at the top. However, not every client in the ‘At Risk’ column requires urgent action, which makes prioritising based on risk rules essential. By focusing on clients in higher-risk categories, such as those who are nearing or already in the ‘In Trouble’ stage - you can maximise your efforts and increase the chances of re-engagement.