Book appointments
that actually show.

00 · Start Here

The bare minimum expected out of you is two things: booked appointments and speed to lead. Everything in this track exists to make you elite at those two.

Tools required — really simple:

• GoHighLevel — you only operate in two tabs: Conversations and Opportunities. That's it.
• Slack — for communication. Notifications ON at all times, non-negotiable. New leads and confirmation reminders come through here.
• Calling — call from your computer if you have a mic. If not, call from your phone and take notes on your computer.

Hours: roughly 9am–7pm EST (Ram will confirm your exact schedule).

01 · Speed to Lead & The Dial Rule

When a fresh lead comes in, your speed to lead needs to be instant. Five minutes is the max. Under 60 seconds is ideal — that's a near-guaranteed pickup. Ram tracks your speed to lead in his tracker, so this number matters very much.

• The texts keep you top of mind and give them a way to reach back. They see the missed call, think "oh snap," and call you back.
• If they don't answer the first dial, you've still got your second shot a couple hours later.
• Never move anyone to the next follow-up day unless you've officially dialed them TWICE that day.
• Leads that came in overnight: call them immediately when your shift starts. It's fine if the speed-to-lead clock reads bad on those — just get them first.

02 · The Two Lead Types

• On the self-book call, dig for detail: master bath or guest? Existing tub or shower? Vanity, flooring, tile — what else are they updating? Write it all down.
• These are two-minute calls max. Confirm, enrich, tag, done.

03 · Slack — How We Run the Day

The channels — what lands there and what it wants from you:

The reaction system. Every lead gets marked — no exceptions:

• 1️⃣ — you called them once
• 2️⃣ — you called them twice
• ❌ — no answer after your dials
• ✅ — you got them / it's handled

Then reply in the thread with the outcome. One line is plenty:

Where to reach Ram:

• Slack for everything.
• WhatsApp only if it's a real emergency — not for routine questions.
• You can also message the Jitter AI in Slack — it can usually answer you faster than a human can.

04 · The Call — Script, Notes & Booking

• Use an American name on every call — any one you like, it can even be different each time.
• Before you dial, check the client's notes section in GHL (takes 5 seconds): company name, areas they cover, and their requirements. Follow it to a T — every client is different.

From there: ask about the project, take notes on everything, then take their address, open the appointment tab, and book them — all of it is below.

Data you MUST collect on every fresh-lead call. If you didn't collect all of these, you didn't do your job:

• Street address
• Project scope — master bath or guest? Existing tub or shower? Remodel or starting fresh? Vanity, flooring, tile?
• Timeline
• Budget comfort
• Decision makers — both will be there
• Detailed notes throughout the call

Disqualification check — before you book, every time. Take five seconds in the client's notes section in GHL:

• Some clients only want certain work (e.g. walk-in showers only — if the lead wants a vanity too, that's a "sorry, we actually can't do vanities").
• Some don't take new construction. Whatever the requirement is, it's in the notes section.
• Outside the client's coverage area = disqualified.

Booking — how the appointment actually gets locked. After the notes and the address are taken, open the appointment tab and give them availability. Always try to book next day, or a day in advance.

• Offer two slots plus one alternate — assumptive, never "would you like to book?"
• Self-booked appointments stay exactly where the homeowner put them unless they ask to move.
• Reschedules move the SAME appointment — never create a duplicate.

05 · Talking Price & The House Check

Prices: it's rare that we get exact prices for a company — but when we do, use them. When you hit the price part of the script, offer them straight up and read right off the list:

• If a client has prices or ranges, they're in that client's notes section — the same place you check before every dial (module 04).
• They keep pushing for exact numbers, or ask something you don't know? "Our estimator is the one who handles that when we come down — that's why it's completely free." Then book it in no matter what.

The house check — extremely, extremely important. We book quality appointments. When you take the address, search it on Google Maps — every single lead, no exceptions:

06 · Pipeline & Follow-Up

Everybody in the Opportunities tab means one thing: they came in and they have NOT booked yet. Your morning routine, in this order:

1. Call every new lead that came in overnight — immediately, first thing.
2. Then work the follow-up stages — Follow Up Day 1, Day 2, and so on. Call each one.
3. Log everything in Conversations as you go.

07 · Tags, Group Chats & Confirmation Calls

For group-chat clients, the verified tag is a trigger: it automatically creates a group text — the company's number + the assigned rep(s) + the homeowner, with one intro message. No extra texts, ever.

• Verify ONLY appointments you'd bet money on showing. The tag is a promise.
• Never add the verified tag twice, and never text the homeowner separately once the group chat exists.

Confirmation calls — shows are the product, this is how you protect them. You'll get a reminder on Slack and in GHL for every upcoming appointment. The cadence:

• They say yes → hit them with the verified tag. Done.
• They say no or wobble → reschedule it right there, really simple. A moved appointment beats an empty driveway.

08 · Cancelling an Appointment

The 24-hour reminder goes out automatically. You make the confirmation call, and sometimes the answer is simply no — they can't do it and they won't take another slot. That's a cancel, and you do it right then, not later.

How to cancel:

• Open Appointments
• Find their appointment
• Hit Cancel

That's the whole job. The moment you cancel, the system messages the client for you:

After the cancel, keep working the lead — they go back into follow-up and we try to get them rebooked.

09 · Objection Playbook

10 · Your Numbers

• Escalate fast: weird lead, angry homeowner, client question you can't answer → Slack Ram immediately. Bad news early is cheap; bad news late is expensive.
• Never promise pricing, discounts, or timelines on the client's behalf. "The estimator handles exact numbers" is always true and always safe.

📄 Documents

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