Goal: Call every new lead ASAP (within ~3 minutes), run the correct script, and either (a) confirm the booked discovery call or (b) book it on the spot.

Important Quicklinks:

• • • 1. Script 1 (Already booked)

      2. Script 2 (Did NOT book)

      3. Common Call Guidelines

How to Process Leads

New leads come in Slack. To access:

1. • Go to Slack → #customer-support.

   • When you see “New Lead Added” (from the Monday Lead Bot):

     1. Click “Claim Deal” (so two people don’t call the same lead).

     2. Click “View Lead in Monday” to open the lead.

Viewing the Lead via MondayCRM

1. • In Monday, go to: CRM workspace → Patient Leads (concierge side).

   • The board is sorted by Created at (newest at the top). The newest lead should be on the top.

   • Click the lead’s name to open the Item Card / Item View (this is the detailed lead information page).

Review the Item Card (before calling) - You’re mainly using three sections:

1. 1. Patient & Ownership - Use this to get basic customer information: 

      • Name

      • Phone number

      • Email / time zone / source (for context)

   2. Qualification / Quiz - This is your quick context for tone + qualification. This shows the information they put on the online quiz. Remember, you’re not doing a full concierge consultation here, just enough to guide the right script + get them booked/confirmed.

      • Budget (Investment Range)

      • Timeline

      • Location

      • Payment Mode (willingness to finance)

      • Travel (willingness to travel)

      • Experience with aesthetic treatments

   3. Discovery + Doctor Matching Calls - You will use two fields:

      • Matching Stage → decides which script to use

        1. If Matching Stage = “Quiz Submitted” → Click → Script 2 (Did NOT book)

           • Refer to the link to view call actions in line with the matching stage the lead is in.

        2. If Matching Stage = “Discovery Call Booked” → Click → Script 1 (Already booked)

           • Refer to the link to view call actions in line with the matching stage the lead is in.

CRM Update (After each call) - You are responsible for updating Cadence (Follow-ups) and leaving clear call notes which should be easily understood / picked up by the concierge.

1. 1. Cadence (Follow-ups)

      • • Last Attempt Date = today (every time you call)

        • Next Due Date = when the next action should happen

        • Examples:

          1. If they didn’t answer: set next due date to tomorrow (or per your cadence rules)

          2. If they asked you to call later: set it to the agreed date/time window

          3. If they booked: next due date can be the discovery call date (or blank if your workflow handles it elsewhere)

        • 3-attempt drip rules (NO ANSWER):

          1. Attempt #1 (immediate):

             • Last Attempt Date = today

             • Next Due Date = today + 2 days

          2. Attempt #2 (2 days later):

             • Last Attempt Date = today (the day you attempted)

             • Next Due Date = today + 2 days

          3. Attempt #3 (2 days later again):

             • Last Attempt Date = today

             • If no answer again, proceed to Close Lost (see below) and do not set a future Next Due Date.

Important: The “3 attempts → Close Lost” rule is only for no answer / no contact. If you reach them (even if they say “call me later”), do not close — set Next Due Date to the agreed time.

1. 2.  Log a quick outcome note (UPDATE) - In the lead’s Updates/notes area, drop a 2–4 line note

      • Outcome (answered / no answer / voicemail)

      • Script used (1 or 2)

      • If booked/rescheduled: date/time

      • Any useful context (budget/timeline constraint, travel preference, hesitation reason)

   3. After Attempt #3 with no answer → CLOSE LOST (REQUIRED) - If the lead has no answer after 3 attempts, you must:

      • Go to Discovery + Doctor Matching Calls → Matching Stage

      • Set Matching Stage = Closed Lost

      • Add a final note: “Attempt #3 — no answer. Closing lead (no contact after 3 tries).”

      • Set Loss Reason = “No response after 3 attempts”

        • Under “Admin & Ops” box

      • Ensure the lead is now removed from the Active Patients table view.

Other reminders

Booking rules (when using PEG Link) - When the Script 2 converts and the lead agrees to book:

• Click PEG Link in the item card.

• Schedule based on:

  • Patient availability

  • Our availability (Calendly slots)

  • Their local time zone

• Confirm the booking verbally: “You’re set for [Day] at [Time]. You’ll get confirmation + reminders.”

What NOT to touch - To keep the system clean:

• Don’t edit unrelated fields/sections you’re not assigned to.

• Don’t “guess” values (only use what’s in the quiz or what they confirm on the phone).

• Don’t provide medical reassurance the surgeon decides candidacy/safety.

• Claiming that we have the incorrect number when we contacted the number provided during intake:

  • Please reply under that patient's notification in the #customer-support channel in Slack, with your note and then client will look into it.

Outbound Qualification Checklist

Note: Need 3/4 reasons to qualify before booking

CRM Notes format for Qualification:

Qualification Checklist:

• Motivation: [Qualified / Not Qualified] - (Notes: )

• Timeline: [Qualified / Not Qualified] - (Notes: )

• Decision Maker: [Qualified / Not Qualified] - (Notes: )

• Commitment: [Qualified / Not Qualified] - (Notes: )

• Final Decision: [Book / Pass]