Outcomes & Systems For Calls/Texts

Below is everything you need to know about what to do for any situation that pops up while you are on a call. Some bits may seem overwhelming, but you’ll have this all memorized in no time.

Outcomes for calls

When Someone Answers The Phone or Calls in There Are 4 Potential Outcomes…

1) They book

2) Booked Pending: They booked in and need to confirm with partner, calendar, etc.

3) Not Booked Need FU: They are going to book but need to talk to someone first and do not reserve a spot on calendar

4) They don’t book

Reasons People Won’t Book

Out of area, Aggressive dog, No money, Won’t put a card on file, Went with someone else, They want to checkout other trainers, We didn’t do a great job explaining things, they still have questions, didn’t follow script, etc.

Systems For Calls & Texts

  • On all inbound calls you get with no form, you need to get the following info regardless of if they book or not…

    Name

    Email

    How they heard about us

    Why? We need to be able to put them on the call list if they didn’t book. We need to be able to send them emails. We need how they heard about us to track our marketing efforts and see how well our marketing dollars are being spent.

    Steps to putting in the DB… (These must be done regardless of booking or not…)

    1 - Personal Info: Name, Email (confirm), Phone number (confirm), Date added

    2 - Fill out the Call Info

    3 - Fill out the Dog Info

    4 - Deal Info: Add in how they heard about us

    5 - Tags: Follow the tagging based on the below if they book or don’t book

    6 - Lists: Add to the Clients and Prospects List, WD Newsletter

    THEN follow the admin for whether they book or do not book using the info below this. The above steps 1-6 MUST be done regardless of if they book or not.

  • Click Here For Video

    1) Put it on the calendar with “Part of town + First & Last Name Evaluation” in the color RED

    2) Fill out their “General Details” (Name, Email, Phone, Spouse/Roommate, Address, Kids, Owner Notes if applicable)

    3) Fill out all the call info (Your name, Keep call rotation as is*, Choose '“Eval Set” and it’ll change the tags, how you set it, eval booked date)

    4) Fill out all the dog info (Name, Age, Breed, Size, Issues, Notes, Games Ready?, Aggressive?)

    5) Fill out the deal info (Eval Pro, Date, Location, Large City, Lead Source, Any notes)

    6) Make sure they are on the proper lists (WD Clients & Leads and WD Newsletter Lists)

    7) Send them a text using Boards for booking their evaluation with us

    8) Set them up in Stax

    9) Tally

  • Pending Someone Booking An Evaluation (talk to someone first)

    1) Put it on the calendar with “Part of Town + First & Last Name Evaluation” in the color BLUEBERRY

    2) Fill out their “General Details” (Name, Email, Phone, Spouse/Roommate, Address, Kids, Owner Notes if applicable)

    3) Set reminder to FU with them - Could be an hour, two, a day, etc. THEY NEED TO CONFIRM NO LATER THAN 24 HOURS OR THEY LOSE THE SPOT. Set a reminder for yourself.

    4) Fill out all the call info (Your name, to next section in call rotation, Choose '“Pending - Eval Set” and it’ll change the tags, Choose Phone or Text, Leave “Why No Eval” blank.)

    5) Fill out all the dog info (Name, Age, Breed, Size, Issues, Notes, Games Ready?, Aggressive?)

    6) Fill out the deal info (Eval Pro, Date, Location, Large City, Lead Source, Any notes)

    7) Make sure they are on the proper lists (WD Clients & Leads and WD Newsletter Lists)

    8) Send them the confirmation text. Follow up with the text that outlines the program and the price ranges so they can explain to their partner!

  • Click HERE For Video Instruction

    *Assuming that we did the eval properly and they just can’t or won’t book for whatever reason, do the steps below*

    1) Fill out their “General Details” (Name, Email, Phone, Spouse/Roommate, Kids, Owner Notes if applicable)

    2) Fill out all the call info (Your name, Keep call rotation as is*, Choose “No Eval Set” and it’ll remove from the list and auto change the tags, choose ‘Why No Eval’ and the relevant field).

    3) Fill out all the dog info (Name, Age, Breed, Size, Issues, Notes, Games Ready?, Aggressive?) Yes, even if they don’t book, still fill out the dog info.

    4) Fill out the deal info (Large City, Lead Source, Any notes)

    5) Add Tag - T1

    6) Unsubscribe from “Calls To Make Today” list

    7) Set a task to follow up with them if they may book later

    8) Tally

  • When someone calls in and we miss the call and then call them back and they don’t answer, here is the protocol. We want them in the call rotation so we can keep calling!

    1) Call back and leave VM

    2) Send Missed Call Call Back Text On JustCall

    3) Change call rotation to C1.5

    4) Tally

  • Click HERE For Video Instruction

    *For any call after C1, check the texts BEFORE CALLING!

    1) Leave VM - “Hey CLIENT, this is YOUR NAME from Wonder Dog Training here in town. I was calling about the form you filled in on the site so we could book in your free in-home evaluation. I’ll be following up with a text with some availability and I hope to hear from you today or tomorrow.”

    2) Call Info: Update call rotation to next .5. Example: If they are C1 they move to C1.5.

    3) Send text using pre-filled texts on JustCall

    4) Tally

  • If they reply back saying they have hired another trainer or booked another trainer use the JustCall built in reply.

    THEN do the “When They Don’t Book” Admin.

  • Do the “When They Don’t Book” Admin.

Systems for calls

Inbound Calls (With No Form)

On all inbound calls you get with no form, you need to get the following info regardless of if they book or not…

  • Name

  • Email

  • How they heard about us

Why? We need to be able to put them on the call list if they didn’t book. We need to be able to send them emails. We need how they heard about us to track our marketing efforts and see how well our marketing dollars are being spent.

Steps to putting in the DB… (These must be done regardless of booking or not…)

1 - Personal Info: Name, Email (confirm), Phone number (confirm), Date added

2 - Fill out the Call Info

3 - Fill out the Dog Info

4 - Deal Info: Add in how they heard about us

5 - Tags: Follow the tagging based on the below if they book or don’t book

6 - Lists: Add to the Clients and Prospects List, WD Newsletter

THEN follow the admin for whether they book or do not book using the info below this. The above steps 1-6 MUST be done regardless of if they book or not.

Someone Books An Evaluation

Click Here For Video

1) Put it on the calendar with “Part of town + First & Last Name Evaluation” in the color RED

2) Fill out their “General Details” (Name, Email, Phone, Spouse/Roommate, Address, Kids, Owner Notes if applicable)

3) Fill out all the call info (Your name, Keep call rotation as is*, Choose '“Eval Set” and it’ll change the tags, how you set it, eval booked date)

4) Fill out all the dog info (Name, Age, Breed, Size, Issues, Notes, Games Ready?, Aggressive?)

5) Fill out the deal info (Eval Pro, Date, Location, Large City, Lead Source, Any notes)

6) Make sure they are on the proper lists (WD Clients & Leads and WD Newsletter Lists)

7) Send them a text using Boards for booking their evaluation with us

8) Set them up in Stax

9) Tally

Pending Someone Booking An Evaluation (talk to someone first)

1) Put it on the calendar with “Part of Town + First & Last Name Evaluation” in the color BLUEBERRY

2) Fill out their “General Details” (Name, Email, Phone, Spouse/Roommate, Address, Kids, Owner Notes if applicable)

3) Set reminder to FU with them - Could be an hour, two, a day, etc. THEY NEED TO CONFIRM NO LATER THAN 24 HOURS OR THEY LOSE THE SPOT. Set a reminder for yourself.

4) Fill out all the call info (Your name, to next section in call rotation, Choose '“Pending - Eval Set” and it’ll change the tags, Choose Phone or Text, Leave “Why No Eval” blank.)

5) Fill out all the dog info (Name, Age, Breed, Size, Issues, Notes, Games Ready?, Aggressive?)

6) Fill out the deal info (Eval Pro, Date, Location, Large City, Lead Source, Any notes)

7) Make sure they are on the proper lists (WD Clients & Leads and WD Newsletter Lists)

8) Send them the confirmation text. Follow up with the text that outlines the program and the price ranges so they can explain to their partner!

When They Don’t Book

Click HERE For Video Instruction

*Assuming that we did the eval properly and they just can’t or won’t book for whatever reason, do the steps below*

1) Fill out their “General Details” (Name, Email, Phone, Spouse/Roommate, Kids, Owner Notes if applicable)

2) Fill out all the call info (Your name, Keep call rotation as is*, Choose “No Eval Set” and it’ll remove from the list and auto change the tags, choose ‘Why No Eval’ and the relevant field).

3) Fill out all the dog info (Name, Age, Breed, Size, Issues, Notes, Games Ready?, Aggressive?) Yes, even if they don’t book, still fill out the dog info.

4) Fill out the deal info (Large City, Lead Source, Any notes)

5) Add Tag

6) Set a task to follow up with them if they may book later

C1-C5

Click HERE For Video Instruction

1) Leave VM - “Hey CLIENT, this is YOUR NAME from Wonder Dog Training here in town. I was calling about the form you filled in on the site so we could book in your free in-home evaluation. I’ll be following up with a text with some availability and I hope to hear from you today or tomorrow.”

2) Call Info: Update call rotation to next .5. Example: If they are C1 they move to C1.5.

3) Send text using pre-filled texts on JustCall

4) Tally