Follow-up call script

Info


Type: Call script and WhatsApp message templates
Brand / source: Leor
Version / date: Draft, 27 Oct 2026
Responsible: Relationship Manager
For:

Summary

Script for the follow-up calls and WhatsApp messages before and after a visit. A draft is in the file below: calling and WhatsApp standards, 13 call scripts (C1 to C13) and 21 WhatsApp texts (T1 to T21) for the Relationship Manager.
VERIFY: the draft is not checked yet. It differs from the Live SOPs on the points below. Arjun (12 Nov): the SOPs stay where marked "Kept"; all messages will be redone (question C65). Still open: D32, M8, M9.

Differences with the SOPs

Topic Draft scripts SOP now
Client did not book C4: calls on Day 1, 3 and 7, then stop. Inactive list after 60 days Follow-up: Day 2, 5, 10 and 15, then "Lost" and back to Pre-sales after 30 days. Kept (Arjun, C51: 4 touchpoints is best practice)
New lead C2: the RM calls within 1 hour, 3 tries in 2 days Pre-sales: the pre-sales team calls within 5 minutes, 4 calls 1 day apart
Incoming enquiry C1: the RM answers and books the consultation Booking: the Receptionist answers, the Floor Manager books. Kept; a client with an RM calls the RM directly (Arjun, C53)
Feedback score C9, T15: 1 to 10, after the 1st and last session. Google review at 8 or above 10. Checkout: 1 to 5 at every checkout. Google review at 5 only. Kept for the Google review; NPS is separate, still to set (C52, M11)
Who sends messages The RM, signed with the RM's name Zenoti, automatically
WhatsApp reply time Within 15 minutes Booking: ideally within 5 minutes
Calling hours 10 am to 8 pm Pre-sales: 10:30 am to 7:30 pm. Follow-up: confirmation calls from 9 am
Complaint T16 within 1 hour, call back at the promised time, tell the Center Manager the same day Now in Follow-up: the draft's timing, and the CM is told at once (Arjun, C54). The CM calls back the same day (C47)
LHR prep C5, T8: the client shaves the night before, no waxing TSOP01 - LHR: the Skin Practitioner shaves in the center
Not in the SOPs yet C8 renewal at 2 sessions left, C11 inactive client (60+ days), C13 referral after 3+ sessions, T18 birthday, T19 festival, T21 first-visit thank-you To decide at the calls & messages meeting (C62)

File