This report is as close as possible to the real work list in the counseling center: every line has a client who started a journey and did not complete it, and for which no one decided anything. It is the source of the greatest loss and the source of the greatest opportunity together.
The operational situation addressed by the topic
A client attended two sessions but did not book the third. He didn’t cancel, didn’t apologize, didn’t close his file — he simply disappeared. Six months later, there are a hundred such cases in the system that no one is looking at.
The center that reviews this list weekly recovers a percentage of them — this is existing revenue that does not require new marketing.
The requirements you write for the resource
- Definition of three cases: Is active with an upcoming date, pending without an appointment for a while, and closed with a decision and result.
- Pending List: Arranged by duration of interruption, with last session, last contact and the specialist responsible.
- Adjustable lead time: After how many days will the client be considered suspended? Varies by service.
- Recording procedure: Who communicated, when, and what was the result? No list is read without trace.
- Closing path: Straight from the list, because and as a result.
- Recovery Report: How many commenters returned after reaching out — measures the feasibility of the action.
A practical example of testing the procedure
- Request the list: Does it appear in order by the duration of the outage?
- Log in with a status: Did you leave the list or remain in the “Followed” status?
- Close a case from the list: Are you requesting cause and effect?
- Change consideration period: Has the list changed?
- Request a report from those who returned after communicating for a while.
Controls and exceptions
- Communication is professional, not marketing: Contacting someone who was interrupted aims to reassure and offer follow-up, not to sell a package – and the difference appears in the text of the message and determines the client’s response.
- Uncontactable cases: The specialist may decide that communication is inappropriate for a particular case — make an exception possible for a recorded reason.
- Respect Withdrawal: Whoever expresses his desire to stop will not continue repeatedly.
- Periodic Review No Campaign: Half an hour a week is more useful than an annual review of a hundred cases.
Next step for system review
Specify the consideration period for each service and who reviews the list. See Follow-up page.
Request a system demo
We display the list of pending cases as your team will see them weekly, recording contact and measuring who has returned after them.