How should an IDD agency follow up on a family inquiry so they don't choose another provider?
What to say in the first reply, a 14-day follow-up sequence, how to stay helpful instead of pushy, and a prompt to write your messages.
Reply to every family within minutes if you can and the same day at the latest, ask a few warm questions about the person and the supports they need, offer a specific time to meet, and follow up several times over one to two weeks by the method the family chose. Families choosing an IDD provider are often talking to more than one, so the agency that stays in touch and explains next steps clearly usually wins.
Why do families choose another provider?
Usually not because of the services. More often nobody called back, the callback came days later, or the family couldn't tell what would happen next. Many families start looking right after eligibility, when they have a list of providers and a lot of questions. The first provider to answer those questions calmly is in a strong position.
What should the first reply include?
- Thank them and use the person's name if they gave it.
- Ask two or three questions: what supports they're looking for, where, and when they hope to start.
- Ask whether they have a support coordinator, and whether they're comfortable with you being in touch with them.
- Offer two specific meeting times.
What does a simple follow-up sequence look like?
- Within minutes: a text or email confirming you received the inquiry, and a call if they asked for one.
- Same day: a call attempt during the hours they gave you.
- Day 2: a short message with one useful piece of information, such as what an intake meeting covers.
- Day 4 and day 7: a friendly check-in with a booking link.
- Day 14: a last message saying you're here when they're ready.
Stop the sequence the moment they book, decline or ask you to stop. Only call or text families who have said that's okay.
How do I keep follow-up from feeling pushy?
Make every message useful: answer a question, explain a step or confirm a detail. Use plain language. Never pressure a family or suggest that eligibility or funding depends on choosing you.
Can this run without someone watching the inbox?
Yes. A CRM with scheduled reminders works if someone owns it. Willa can also run the sequence for you: she replies to inquiries in seconds, follows up on the schedule you set, stops when a family books, and hands your team the notes.
Copy this prompt to write your follow-up messages
I run an IDD services agency providing [services] in [area]. Write a five-message follow-up sequence for families who inquire: an instant confirmation, a same-day message, and check-ins on day 2, day 7 and day 14. Each message under 60 words, warm and plain, one clear next step, and an easy way to opt out. Do not mention eligibility decisions or funding promises.
Next step
See where families drop off between their first inquiry and a booked meeting. The free growth audit takes about two minutes.
Get the free growth auditHIPAA safeguards, a Business Associate Agreement with every agency, and data kept separate for each agency.
Frequently asked questions
How many times should an IDD agency follow up with a family?
Several touches over one to two weeks is reasonable, by the method the family chose. Stop as soon as they book, say they've chosen someone else or ask you to stop.
What should the first reply to an IDD family say?
Who you are, that you received their message, one or two questions about the person and the supports they need, and a simple next step such as a time to talk.
Should I copy the support coordinator on follow-up?
Keep the coordinator updated on outcomes, but talk to the family directly. Share only what the family has agreed to share.
Can I text families who inquire?
Only if they gave permission to be texted. Record that consent, honor STOP requests and avoid texting late at night.