Understanding Lead Statuses

Lead Status Update Procedure

Objective

This SOP outlines the steps for updating the status of leads in the contact profile to ensure accurate tracking and communication.  

Key Steps

1. Accessing the Lead Profile 0:02

• Navigate to the lead tab of the contact profile.
• Identify and open the lead profile you wish to update.

2. Changing the Lead Status 0:19

• Scroll down to the bottom of the lead profile.
• Click on ‘Change Status’ to initiate the status update.

3. Understanding Lead Statuses 0:42

• Created: Indicates a new lead that has not yet been contacted.
• Contacted: Indicates communication has been established but no appointment is scheduled.
• Scheduled: Indicates the lead has booked an appointment.

4. Manual Status Update Recommendation 1:11

• For large teams, manually change the lead status to ‘Scheduled’ to ensure immediate updates on all dashboards.

5. Identifying Invalid Leads 1:42

• Use ‘Invalid’ status for leads that are not legitimate patients (e.g., job seekers, marketing inquiries).

6. Handling Transfers 2:20

• Use ‘Transfer’ status when a lead is handed over to another team member for further handling.

7. Marking Leads as Dead 2:36

• When marking a lead as dead, provide a reason for loss from the available options.

8. Reasons for Loss 2:47

• Common reasons include:
  • Invalid phone number
  • Customer availability issues
  • High consultation fees
  • Practice does not perform the requested procedure
  • Patient found another provider
  • Insurance issues
  • Price shopping
  • No contact after three attempts.

9. Default Contact Attempts 3:30

• The system defaults to three contact attempts before marking a lead as dead.
• Contact customer support to adjust the number of attempts if necessary.

10. Additional Notes on Lost Opportunities 4:28

• If none of the predefined reasons fit, leave a message detailing the specifics of the lost opportunity.

Cautionary Notes

• Ensure that all lead statuses are updated promptly to maintain accurate records.
• Avoid marking leads as ‘Invalid’ without proper verification to prevent loss of potential patients.

Tips for Efficiency

• Regularly review and update lead statuses to keep the dashboard current.
• Communicate with team members about lead status changes to ensure everyone is informed.