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      Handling Referral Leads

      Referral Lead specific steps:

      Creating the Contact

      • Open the ticket created from the referral email:

      • In the new tab for the ticket, click “+ Add” in the top right corner:
      • Check if this contact already exists by entering the email address, and then the full name of the contact to determine if Hubspot has a record for a similar contact. Here’s an example of what happens if there is a contact:
      • If YES, a contact already exists, tag @scott@rusticpathways.com in the comment to the ticket that they exist. Then attempt to engage the contact via call/text/email as appropriate. If you leave a VM/text/email, set a follow-up reminder for 2 days later to try them again.
      • If NO, a contact doesn’t exist, click the “Create new” tab and begin entering info to create a new contact. Be sure to enter all the fields filled below including Role, Product, Lead Source, and Referral Agency Name:

       

      • If they have asked to not call this lead, please mark Do Not Call = True. If there are no restrictions, leave it blank.
      • Also, set the legal basis for processing to “Legitimate interest - prospect/lead” and set the new contact to a marketing contact.
      • Last - copy the notes of the referral into a note on the contact for future reference.
      • Camp Experts referral - set a task for 48 hours from now to send any initial contact to them. All other agents can have immediate contact unless they specify “do not contact”. If “do not contact”, do not contact. We create the contact record and leave it with the referral information, but don’t email or call.

      Referral Email example:

      • follow up with the lead as requested in the referral email (some specifically say email or call them). For Camp Experts, set a reminder task for 48 hours later for all leads and wait until then to contact.
      • If no specific instructions:
        • If a phone number exists, attempt to call if a parent, attempt to text if a student.
        • If email address exists, send email like the following:

      Subj: Summer Travel Program for [[Student Name]]

      Hi Ben,

      Susan Pecker from Camp Connection reached out to us! I understand you're interested in Costa Rica programs focusing on adventure, service, and wildlife. Programs that immediately come to mind for his age and interests are Surf and Service and Turtle Conservation, though I'd love to connect further to learn more about his goals for the summer.

      Is there a time that works best for you for a quick phone call?

      You can reach an admissions specialist at 440.975.9691 (option 1).

      Talk soon!

      Patrick