Everything between booking and revenue -- where most clinics leak the most cash without realising it. Plus every template, ready to copy in one tap.
Select your situation above to see your personalised actions.
All five or it collapses. Missing any one creates a gap that compounds.
Every message needs: a clear purpose, a next step, and practical information that removes friction from showing up. Not a generic "we look forward to seeing you." Something that connects them back to why they booked.
The sequence runs automatically. If your setter is still manually sending reminder messages, you have a CRM automation problem.
Send 2 to 3 relevant case photos before the consultation. Match the treatment they enquired about. The goal: they arrive already believing the result is possible for someone like them.
Running practices: this is the component most likely to add 10 to 15 percentage points to close rate with zero change to the consultation. Most clinics are not doing it.
24 hours before. A personal call -- not just a text. Can be outsourced to a VA. The call: reconfirms time and location, answers last-minute questions before they become cancellation reasons, creates personal connection before they walk in, and asks: "Can I offer you a hot or cold drink when you arrive?"
The drink offer activates reciprocity before they have given anything. The patient shows up because the relationship already feels real.
Do not leave no-shows sitting as "pending." It distorts your conversion data. A recovered no-show is worth the same as a new booking.
Ask at the moment of peak satisfaction -- right after a successful consultation or visible result. In the room. In the moment. Not in a follow-up email three days later.
Have the direct Google Review link ready on your phone. Ask them to take 30 seconds while they are still sitting with you. One review a day over 90 days is 90 reviews.
| Column | What goes in it |
|---|---|
| Date | When the enquiry arrived |
| Source | Meta, Google, Instagram, referral, walk-in |
| Treatment | What they enquired about |
| First contact | Time from enquiry to first call attempt |
| Outcome | Booked / qualified-out / no-contact / ghosted |
| Deposit taken | Yes / No / Waived |
| Showed | Yes / No / Rescheduled |
| Converted | Yes / No / Pending |
| Treatment value | Value if converted |
| Reason if lost | Finance / Timing / Partner / Price / Other |
"I totally get it. The reason we do this is because we have had a great response and spots are limited -- the deposit helps us hold appointments for people who are definitely coming in. If you would rather not give card details over the phone, I can send you a secure payment link instead. I will stay on while you confirm it. Would that work?"
"I understand -- most people prefer to pay in person. The challenge is that life gets busy and sometimes people plan to pop in but do not end up making it -- which means another patient misses out. The deposit just lets us reserve the appointment for someone who is committed. Makes sense?"
"Completely fair. The £10 is not really about the money -- it is fully refundable, and it goes toward your treatment if you decide to go ahead. It is there to protect your time and ours. Does that make sense?"