Front Desk Team Guide

LeadPace is your patient CRM: the one place where every new lead from your ads lands, where you talk to them (call, text, email), and where you track them from "just clicked an ad" to "booked and showed up." This guide tells you exactly what to do, in what order, and what to watch for.

The single most important idea in this whole guide: when a new lead comes in, speed wins. Call them within 5 minutes. Everything else is detail.

★ Quick Reference (print this) 1 The big picture 2 Automatic vs. your job 3 Why 5 minutes 4 When a lead comes in 5 The pipeline board 6 Talk tracks & templates 7 How to use LeadPace 8 The mobile app 9 Daily & weekly routine 10 Tricky situations 11 What to watch out for 12 Your scoreboard 13 Need help?

📌 Quick Reference

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When a new lead comes in (you'll get an email + a phone notification):

Open the lead in LeadPace, read what they wrote about their smile and whether they have insurance.
CALL them within 5 minutes. This is the whole game.
If they answer: have the chat (see talk track), book them for their visit, move their card forward.
If no answer: leave a voicemail and send the missed-call text, then set a follow-up for later today.
Log what happened in the contact notes, every single time.
Move their card to the right stage on the board.

Every day:

Clear the "New Lead" column, nobody sits there un-called.
Reply to every unread text (aim: within minutes, never leave one on read).
Confirm tomorrow's appointments.
Clear your follow-up tasks that are due.

Speed beats everything Always reply Always log it No pressure, ever Never quote price over text, invite them in

The big picture: how a lead flows

Here's the journey every lead takes. LeadPace does the first touch automatically. You do the part that actually converts: the call and everything after.

Patient sees your ad → fills out the form (name, phone, email, "what bothers you about your smile?")

LeadPace does all of this in seconds, automatically↓

Creates their contact in LeadPace
Adds them to the "New Lead" column on your board
Texts and emails them a link to book a quick call
Emails you a "New smile lead" alert

↓

⭐ YOUR JOB STARTS HERE: call them within 5 minutes ⭐

↓

You have a friendly chat → book them for an in-person visit / scan

↓

They come in → the doctor takes a look → they decide on next steps

If a lead doesn't book within a day, LeadPace automatically sends them a friendly follow-up text. That's a safety net, not a substitute for you calling. A text gets a fraction of the response a fast phone call does.

What's automatic vs. what's your job

LeadPace does this automatically	You do this
Captures the lead the second they submit the form	Call them within 5 minutes
Texts and emails the lead a booking link	Have the conversation, answer questions
Emails you the "New smile lead" alert	Book them for the in-person visit
Creates their card in "New Lead"	Move their card through the stages
Sends one follow-up text after a day	Keep following up until you reach them
Moves their card to "Triage Call Booked" when they book	Log every call/text outcome in notes

Translation: the system makes sure no lead is ever missed and everyone gets an instant first touch. But leads book with people, not robots. The clinic that calls first and fastest wins the patient.

Why 5 minutes (this is not a suggestion)

A new lead just raised their hand, right now, on their phone, thinking about their smile. That window closes fast. They're also likely filling out forms at other clinics.

Studies (including a well-known Harvard Business Review analysis of thousands of leads) found that calling a web lead within 5 minutes makes you many times more likely to actually reach and book them than waiting even 30 minutes, and the odds collapse after the first hour. The lead who gets a warm, fast call usually books with the clinic that called first.

So: the moment the alert hits your phone or inbox, that lead becomes your top priority. Drop what you can, and call.

The moment a lead comes in: your step-by-step drill

Step 1: You get notified. Two ways:

An email titled "New smile lead: [Name]" lands in the front desk inbox.
A push notification on the LeadPace mobile app (if you've installed it, see section 8).

Step 2: Open their contact in LeadPace. Click the lead. Look at:

What they wrote in "What bothers you most about your smile?", this tells you how to open the call.
Insurance (if they answered), helpful context, but don't lead with money.
Their name, use it.

Step 3: Call them. Within 5 minutes. Use the talk track in section 6. Keep it warm, short, no pressure. Your only goal on this call is to book the in-person visit.

Step 4: Based on what happens:

What happened	What you do
They answered & booked	Confirm the visit, send the confirmation text, move card to Consult Booked, log notes.
They answered, not ready yet	No pressure. Offer to hold a tentative time or follow up later. Move to Qualified (if interested) or Nurture / Not Now. Set a follow-up task.
No answer	Leave a voicemail and send the missed-call text. Leave them in New Lead. Set a follow-up task for ~2 hours later.
Wrong number / not interested	Be gracious. Move to Lost. Log why.

Step 5: Log it. Add a quick note: who you reached, what they said, the next step. If it isn't in the notes, it didn't happen, anyone covering the desk needs to see the history.

Step 6: Move the card. Keep the board honest (see section 5). An out-of-date board means leaks, which means lost patients.

If you didn't reach them, try again

A good cadence for the first 48 hours:

Attempt 1: immediately (call + voicemail + text)
Attempt 2: ~2 hours later (call + text)
Attempt 3: next morning (call)
Attempt 4: that afternoon (text)
Attempt 5: day 3-4 (final friendly text)

After ~5-6 genuine attempts with no response, move them to Nurture / Not Now (not Lost, they may still come back).

The pipeline board: what each stage means

Your board (the "Patient Pipeline") is a row of columns. Each lead is a card that moves left to right as they progress. You drag the card to the next column whenever their status changes.

Stage	What it means	Who moves it	Your next action
1. New Lead	Just came in. Not reached yet.	Auto (on form submit)	Call within 5 min. Don't let cards pile up here.
2. Triage Call Booked	They booked the quick call from the text/email.	Auto (when they book)	Make sure you actually call them at that time.
3. Qualified	You spoke; it's a fit and they're interested.	You	Book the in-person visit.
4. Consult Booked	In-person visit/scan is scheduled.	You	Send confirmation. Remind them the day before.
5. Showed Up	They came in for the visit.	You	Doctor consult happens. Update after.
6. Treatment Started	They said yes and started treatment.	You	🎉 Win. Hand off to your normal patient process.
7. Nurture / Not Now	Interested but not ready, or you couldn't reach them.	You	Keep warm. Check back every couple of weeks.
8. Lost	Not a fit, wrong number, or a clear no.	You	Log the reason. Done.

Rules of thumb

A card should never sit in "New Lead" without a call attempt. That column should be empty or close to it by end of day.
When in doubt between Lost and Nurture, choose Nurture. "Not now" is not "no."
The board is only useful if it's current. Update it in real time, not "later."

Talk tracks & text templates

Tone for everything: warm, human, zero pressure. You are a helpful person, not a salesperson. Never quote a price, that's what the visit is for. Swap the [bracketed] bits for your clinic name, your name, the doctor's name, your address.

📞 Triage / first call

"Hi [First name], it's [Your name] over at [Clinic], you just filled out our form about your smile, is now an okay time for a couple quick questions? … Great. So I can point you the right way, what's the one thing you'd most love to change or improve about your smile? … [Listen.] That makes total sense, and honestly it's something we help people with all the time. The best next step is a quick visit where [Dr. Name] takes a proper look and we do a scan, so you get real answers, no cost for that and no obligation at all. We've got [day/time] or [day/time], which is easier for you?"

📞 Voicemail (if no answer)

"Hi [First name], it's [Your name] from [Clinic], thanks for reaching out about your smile! Just calling to say hi and help you grab a time for your free assessment, no pressure at all. I'll pop you a quick text too. Talk soon!"

💬 Missed-call text (send right after the voicemail)

"Hi [First name], it's [Your name] from [Clinic] 👋 I just tried calling about the smile assessment you asked about. I'd love to answer any questions and find a time that suits you, when's good to reach you?"

💬 Booking confirmation text

"You're all set, [First name]! 🎉 Your visit with [Clinic] is [day, date, time] at [address]. Reply here if anything changes, see you then!"

💬 Day-before reminder

"Hi [First name], just a friendly reminder about your visit with [Clinic] tomorrow at [time]. We're looking forward to meeting you! Reply 'C' to confirm or let us know if you need a different time. 😊"

💬 No-show (same day)

"Hi [First name], we missed you today and hope everything's okay! No worries at all, want me to grab you another time this week? Just reply and we'll sort it out."

💬 Reschedule request

"No problem at all, [First name]! Here are a couple options: [day/time] or [day/time], which works better?"

💬 "How much does it cost?" (do NOT quote a number)

"Great question! It really depends on what's right for your smile, which is exactly what the assessment figures out, and there's no cost or commitment for that visit. Once [Dr. Name] takes a look, we'll walk you through your options. Want me to lock in a time for you?"

💬 Gentle nudge (day 2-3, still no booking)

"Hi [First name], just checking in 😊 Still happy to help you book that smile assessment whenever you're ready, even if you're just exploring options. Want me to hold a spot for you this week?"

How to do things in LeadPace (the clicks)

You'll live in three places: the Conversations inbox (texts/emails), the Opportunities / Pipeline board (the stages), and the Calendar.

See new leads: Open the Opportunities board → the New Lead column. Each card is a lead. Click it to open the contact.
Call a lead: Open their contact → tap the phone icon. LeadPace dials and logs the call automatically. (You can also call from your own phone, but then log it manually in notes.)
Text a lead: Open Conversations (or the contact) → type in the message box → send. Replies come back into the same thread.
Email a lead: Same Conversations thread, switch the channel to Email.
Move a card: On the board, drag the card from one column to the next. That's it.
Add a note: On the contact, find Notes → write what happened on the call. Do this every time.
Book / view appointments: Open the Calendar → pick a slot → attach the contact. You'll see the day's schedule here.
Set a follow-up reminder: On the contact, create a Task with a due date ("Call back at 3pm"). Your due tasks show up on your dashboard.
Use saved replies: If templates are set up as snippets, type / in the message box to drop one in fast.

Tip: Spend 10 minutes clicking around on day one with a test contact so the buttons feel familiar before real leads start coming.

The mobile app (so you never miss a lead)

Leads come in all day, install the app so you get a push the second one arrives and can reply from anywhere.

On your phone's app store, search for and install the LeadConnector app. (That's the engine LeadPace runs on. Inside, some screens may say "LeadConnector." Same system, same login.)
Log in with your LeadPace email and password.
Turn notifications ON when it asks. This is what pings you on a new lead.
From the app you can call, text, see the board, and book, everything the desktop does.

Your daily & weekly routine

Start of day (10 min)

Check the New Lead column, anyone from overnight gets a call now.
Scan Conversations for unread replies, answer them.
Look at today's appointments, know who's coming in.
Clear any overdue follow-up tasks.

Throughout the day

New lead alert → call within 5 minutes. Always.
Reply to every inbound text quickly. Never leave one unanswered.
Log every call and text outcome.
Keep the board current as statuses change.

End of day (5 min)

New Lead column is cleared, everyone's been called or has a scheduled next step.
No card is sitting with no next action.
Confirm tomorrow's appointments (send the reminder text).

Weekly (15 min)

Work the Nurture / Not Now column, send a friendly check-in to anyone gone quiet.
Glance at Lost, any worth one more try?
Update your weekly tracker (leads in, calls made, booked, showed up).

Handling tricky situations

After-hours / overnight leads: The automation gives them an instant text and email, so they're not left hanging. You call first thing the next morning, they're still fresh.
No-show: Call them the same day (kindly, assume life happened), offer to rebook, send the no-show text. Move to Nurture if they go quiet, not straight to Lost.
"Just send me the price": Don't. Use the price-question text in section 6, pivot to the free visit. Quoting a number over text almost always loses the patient; the visit is where value gets shown.
They booked but you can tell they're nervous: Reassure, "no pressure, it's just a look and a chat." Confirm gently. Nervous patients no-show most, so the day-before reminder matters.
Wrong number / clearly not interested: Be warm, thank them, move to Lost, log the reason.
Existing/returning patient came through the ad: Still call and help them, just route them through your normal returning-patient process and note it.

What to watch out for (the leaks)

These are the mistakes that quietly cost patients. Avoid them:

Slow first call. Every minute past 5 lowers your odds. This is the #1 leak.
Letting the automation do your job. The text/email is a net to stop leads falling through, it is not the follow-up. People book with people.
Leaving texts unanswered. A lead who texts back and hears nothing is gone. Reply fast, always.
A stale board. If cards don't reflect reality, leads slip through the cracks and nobody notices. Update in real time.
Not logging calls. When someone else covers the desk, they need the history. No notes means starting from zero, which means an annoyed patient.
Quoting prices over text. Loses patients. Invite them in instead.
Giving up too soon. It often takes 5-6 attempts to reach someone. Don't mark Lost after one missed call, that's a Nurture.
Marking Lost too aggressively. "Not now" people convert later if you keep them warm.
Pressure. The whole brand is no-pressure. Pushy means a no-show or a bad review. Be the helpful human.

What good looks like (your scoreboard)

Track these weekly. They tell you instantly where a leak is:

Metric	What it means	Healthy target
Speed-to-lead	How fast you call a new lead	Under 5 minutes
Contact rate	% of leads you actually reach	60%+
Booking rate	% of contacted leads who book a visit	40%+
Show rate	% of booked who actually come in	70%+

If booking rate is low, look at the talk track. If show rate is low, tighten up confirmations and reminders. If contact rate is low, call faster and more often.

Need help?

Anything not working, a lead didn't come through, the app won't log in, a text won't send, contact your Megafon team. Don't sit on it; a broken link in the chain means missed patients.

Megafon Productions · neema@megafon.ca