Playbook Outline

1. Welcome

Welcome to the program. This playbook is your day-to-day reference after our onboarding call. Keep it bookmarked alongside your welcome email so every tool is one tap away.
Bookmark it: The playbook, your welcome email, and your Google Appointment Tracker should stay pinned on your phone and desktop.

2. Your Welcome Email

Right after onboarding you’ll receive a welcome email. Everything you need to operate lives inside this message.

Inside the Email

  • Link to your Appointment Tracker (Google Sheet)
  • Step-by-step guide on using the tracker
  • Your Slack invitation
  • Your HighLevel CRM login credentials
  • Calendar sync instructions
  • Direct link to review call recordings
Keep this email pinned. It’s the control center for every daily task.

3. Using Your Appointment Tracker

The Appointment Tracker is a shared Google Sheet available from any device. It mirrors every appointment we set so you always know the who, when, and where.
Primary uses
  • View appointments — see homeowner name, address, phone, and appointment time (already converted to your local timezone).
  • Listen to calls — click the Recording link to hear the original conversation.
  • Update results — after every visit, go to Column P and choose the outcome from the dropdown.
  • Add notes — leave concise follow-up details in Column Q.

Outcome Order (Column P)

Use these in order to mirror the appointment flow:

Ran – Closed Appointment resulted in a sale.
Ran – Follow Up to Close Inspection complete; follow-up required.
Ran – DQ Inspection complete, not qualified.
Customer Cancel Homeowner cancelled before the visit.
Customer Refused Homeowner refused the inspection.
No Show Homeowner didn’t answer. Follow the full outreach process to request a replacement.
Accurate, timely updates help us secure replacements and monitor performance faster.

4. Listening to Call Recordings

Step 01 Open the recording portal using the link in your welcome email.
Step 02 Copy and paste the username and password provided.
Step 03 Return to your tracker and click the appointment’s recording link.
Step 04 Listen in a new tab and close it when finished—no uploads required.

5. Setting Up Slack

You’ll receive an invitation email. Join Slack from your phone to stay in sync.
  1. Open the invite and tap Join Slack.
  2. Follow the prompts to create your account or sign in.
  3. Verify your email with the code Slack sends.
  4. Enable two-factor authentication with your authenticator app.
  5. Open your dedicated channel and send a quick “@clientsuccess Hello, I’m set up!”.

Already using Slack?

Tap your workspace name (top left) and add The Call Center Doctors.

6. Communication Guidelines

Slack is our HQ for all client communication.
  • Post every request in your dedicated channel.
  • Tag @clientsuccess to alert the team.
  • Expect responses within 2 business hours when tagged.
  • Urgent issues go to Slack first—always include the tag.
  • Email is for non-urgent requests (24 business hour response time).

7. Using the HighLevel CRM

Install the HighLevel mobile app to message homeowners, review contacts, and log activity.
Login
  1. Download HighLevel from the App Store.
  2. Sign in with the email and password in your welcome email.
  3. Enter the verification code sent to your inbox.
  4. Limited permissions are expected—no action needed.
Sync Your Calendar (desktop required)
  1. Navigate to Settings → My Profile → Calendar Settings → Add New.
  2. Select Google or Outlook.
  3. Allow access and confirm the connection.

Timezone Watch

HighLevel displays all appointments in Eastern Time (EDT). Check your Google Tracker for the local-time view. Example: 6:00 PM EDT = 5:00 PM CST.

8. Managing Contacts & No-Show Follow-Up

If a homeowner misses an appointment, complete the outreach sequence before requesting a replacement.
  1. Open the HighLevel app.
  2. Tap Contacts, then search by name, phone, or address.
  3. Open the contact record.
  4. Day 1: Send 3 texts and make 3 calls within 24 hours.
  5. Day 2: Repeat the same 3 texts + 3 calls if there’s still no reply.
  6. Mark No Show in Column P of your tracker once the outreach is complete.

Replacement Policy

No-shows are only replaced after the full follow-up process is completed and documented.

9. Quick Checklist Before You Start

Received and opened your welcome email
Joined Slack and tagged @clientsuccess
Logged into HighLevel and synced your calendar
Opened your Google Tracker and confirmed access
Tested the call recording link
Ready to log appointment outcomes after your first visit