You turn new leads into booked appointments on the closer's calendar. You don't sell the service and you don't negotiate price. You start conversations, qualify, and book.

A lead that sits for an hour goes cold. A lead with no notes wastes the closer's call. A lead in the wrong stage gets forgotten. Most of this job is keeping the CRM honest so nothing slips.

What you own

• Contacting every new lead fast, by call first, then text.
• Following the follow-up cadence until the lead books, says no, or runs out of touches.
• Keeping each lead's stage, notes and tasks current in GHL.
• Booking qualified appointments and writing a clean handoff note.
• Rebooking no-shows.

What you don't do

• Quote pricing, offer discounts or promise results.
• Move a lead to Closed. That's the closer's job once the client has signed and paid.
• Contact anyone who has asked not to be contacted.

GHL has an agency level and separate sub-accounts for each business. You'll only ever work inside the sub-account you were given.

The five places you'll live

Use the GHL phone number only

Call and text from inside GHL, never from your personal phone. That keeps every conversation logged on the contact, keeps our registered business number consistent, and lets automations like reminders and STOP handling work.

Replies land here. Checking only Contacts or only Opportunities is how replies get missed.

1. Go to Conversations and open the Unread filter first.
2. Open a thread and read the whole conversation, not just the last message.
3. Check the contact panel on the right: name, phone, email, source, tags and notes.
4. Reply using the right channel. Use SMS if they texted and email if they emailed. Use Internal Comment for notes to the team; the prospect never sees those.
5. Update their opportunity stage and set the next task (Module 5).

How to write a reply

• Keep it short. One or two sentences plus one question.
• Say who you are and why you're reaching out.
• Aim for a quick call. You're booking a conversation, not selling by text.

The stage tells everyone where a lead stands without opening the card. Move the card the moment something changes.

Two ways to move a card

• Drag the card to the new column on the Opportunities board, or
• Open the card and change Stage under Opportunity Details.

Your pipeline may use slightly different stage names from the ones above. The logic stays the same.

Do these steps, in this order, for every lead you touch.

1. Read first. Open the card and read the notes and conversation history. If they said "only if there are no upfront fees," you need to know that before you dial.
2. Quick research, two minutes max. Glance at their website, Instagram, Facebook or LinkedIn so you know their market and whether they're active. Don't spend 20 minutes on it.
3. Make contact. Call first. If there's no answer, leave a short voicemail and send a text.
4. Log a note. Use the format below.
5. Update the stage.
6. Set the next task. Go to Opportunity card → Tasks → Add Task and give it a clear title, a due date and time, and assign it to yourself.

Note format

Date, channel, what happened, next step. Someone who has never seen this lead should understand it in five seconds.

Good task titles

Call back – asked for Fri AM Rebook missed appt Send case study + call Nurture check-in – Jan

The first five minutes matter more than anything else. A lead called within five minutes is far more likely to answer than one called an hour later.

Standard cadence

If they reply at any point, stop the cadence and work the conversation. Don't mark someone Lost after one or two tries. Most bookings come after the third touch.

When they say yes

1. Book it in the GHL calendar while you're still on the phone or in the thread. Don't send a link and hope.
2. Confirm their time zone out loud. "That's 2 PM your time, Eastern?"
3. Move the card to Appointment Booked.
4. Write the handoff note (below).
5. Let the automated reminders do their job. Don't send extra reminder texts on top of them.

Handoff note for the closer

No-shows

• Within 15 minutes of the missed start time, call and text to rebook. Keep it friendly: "Looks like we missed each other. Want to grab 2 PM tomorrow instead?"
• Move the card to Appointment Missed and set a task for the next day.
• After two no-shows, move them to Nurture with a 30-day task.

These rules protect the business from fines and carrier blocks. They aren't optional.

When they ask about price or results

End-of-day report

Your manager sets your daily activity targets.

• Working in the wrong sub-account.
• Checking Contacts but never opening Conversations, so replies sit unanswered.
• Calling without reading the notes first.
• Talking to a lead and forgetting to move the card.
• "They're busy, I'll remember." Set the task.
• Leaving interested leads in New Lead with no next step.
• Spending 20 minutes researching instead of dialing.
• Marking a lead Lost after one or two attempts.
• Texting outside 8 AM to 8 PM in the lead's time zone.
• Answering price questions instead of booking the call.

Practice assignment: in the training sub-account, work five leads end to end. Read the notes, make contact, log a note, update the stage and set a task. Then send your manager a screenshot of the pipeline.