Walk-in capture and patient nurture emails

> Cost: Paid. Keap now sells one plan from $299 a month ($2,988 a year billed annually) with 2 users and 1,500 contacts; texting and extra contacts cost more, and there is no published free trial.

Honest note: Rules, not AI. This is a vendor customer story (Keap), built with a Keap certified partner, so treat the numbers as vendor-reported. The review jump (about 15 to 20 reviews to close to 500) is a before/after, but the page gives no time frame beyond about three years on Keap, and the owner's claim that it is "strictly through automation" is his own. The 20% revenue growth is not tied to one step, and the page says the pharmacy had 8,000 contacts with just over 5,000 emails. Health-privacy flag: the story segments emails by disease state (diabetes, hypertension, heart patients). A US pharmacy is usually a HIPAA-covered business, and using prescription or condition data for marketing can need patient authorization. The page does not say how segments were chosen, so use a checkbox the patient ticks themselves on the form, and ask your privacy or compliance adviser before using prescription data. Review flag: ask every patient, not only happy ones; Google bans discouraging negative reviews or offering incentives.

Prerequisites

• A Keap account (single plan from $299/month) and a tablet or iPad for the lobby.
• A verified Google Business Profile for the pharmacy, so you can copy its review link.
• Written patient consent wording for email (an unchecked box on the form) and a privacy review of how you use health information.
• A person who owns the weekly content and checks the unsubscribes.

Step-by-step setup

Step 1. Build the lobby sign-up page. In Keap Max Classic click Marketing → Landing Pages, create a page, and drag a form widget onto it (Keap's "Add a Lead Capture Form to Your Landing Page" article). Add name, email, mobile and an unchecked email-consent box. Add interest checkboxes the patient chooses themselves (for example Diabetes care, Heart health, General wellness). In the form settings use Apply Tag so each submission gets a tag such as *Lobby sign-up* plus one tag per interest, and add a Thank You page. Open the page full-screen on the lobby tablet. The story's page sat on an iPad for urgent-care walk-ins.

Step 2. Welcome email. Open Marketing → Automation Builder, make a campaign, and drag a Tag Applied (or form submitted) goal onto the canvas for your *Lobby sign-up* tag (Keap's When Triggers help). Connect it to a sequence with one welcome email, then publish. Keap's help warns that a Tag Applied goal only fires when the tag is applied after the contact enters the campaign, and that every sequence must be connected and set to ready. The story started with a simple welcome campaign. Keap menus differ between its older and newer Automation Builder; Keap's help says both are supported, and the toggle is in the main navigation.

Step 3. Interest-based follow-ups. Make one short sequence per interest tag (one useful tip per email, with your own words) and start each with a Tag Applied goal for that interest tag. In the Email Builder you can also add a link that applies a tag when clicked (Keap allows up to 10 tags per link), which lets patients raise their hand later. The page shows the pharmacy sending disease-state content and an automated birthday email. I could not verify Keap's click path for a birthday date trigger, so check Keap's help or support before building that one.

Step 4. Review ask. Copy your review link from your Business Profile (Read Reviews → Get more reviews → Copy). In a sequence, add an email thanking the patient and asking for a review with that link, a few days after sign-up or a visit. Send it to everyone in the segment, not only patients who seem happy. The page says reviews went up through automation but does not give the timing or wording, so start with one ask per patient and no incentive.

What success looks like

Your test patient (use your own phone and email) submits the lobby page, shows up in Contacts with the sign-up tag, gets the welcome email, and the review link opens Google's review box. In a few weeks your review count should grow, but the story's number came over about three years, so do not expect it quickly.

Common issues & fixes

• Contact did not get the email: open the contact record and check the email status; Keap's help says contacts in a no-email status look as if the automation failed.
• Automation did nothing: the tag was already on the record before the campaign was published; remove and re-apply it, and check the sequence is connected and ready.
• Patients ask what you do with health data: show a short plain-language note on the form and honor unsubscribes immediately.

Optional: Maintenance

• Monthly: add a new tip email and check unsubscribes.
• Quarterly: review which interest tags get opens and retire dead ones.
• Check your total review count monthly and reply to every review.

Copy-paste prompt

Use this prompt with any AI chat to draft the emails; fill the brackets and have a pharmacist approve the wording.

Write a welcome email and three short tip emails for an independent pharmacy's patients who ticked the interest [INTEREST, e.g. Diabetes care]. Warm and plain, 6th-grade reading level, under 120 words each, no medical advice, no claims about treating conditions, one tip each, end with an invitation to ask the pharmacist a question at [PHONE]. Add a separate short email thanking them and asking for a Google review at [REVIEW LINK], addressed to every patient.

Sources

• Case: Keap customer story: independent pharmacy in Rancho Mirage, California. Credit: the owner of an independent pharmacy (vendor customer story, built with a Keap certified partner)
• Keap pricing
• Keap help: When Triggers (Pro and Max)
• Keap Max Classic help: Add someone to an automation
• Keap Max Classic help: Then Process, Apply/Remove Tags
• Keap Max Classic help: Add a Lead Capture Form to Your Landing Page
• Google: get more reviews link
• Google contributor policy (no discouraging negative reviews, no incentives)