Springfield Hair Restoration

Call Flow

1. 1

   Greeting — warm, they took the first step

   Inbound: "Thank you for calling Springfield Hair Restoration. May I have your name and best phone number in case we get disconnected?" Then: "I'm so glad you called. Just so you know, this call is being recorded and we do use an automated process for quality assurance purposes. What made you reach out today?"

   • Outbound: "Hi, this is [Your Name] calling from Springfield Hair Restoration. Am I speaking with [Patient Name]? Great! Do you have a few minutes? Just so you know, this call is being recorded and we do use an automated process for quality assurance purposes."
   • Reminder — do not read aloud: Check GHL Procedure of Interest and Appointment Day/Time!
2. 2

   Discovery — build rapport, validate & push to book

   • Inbound: open with "How can I assist you today?"
   • Outbound: "I see you are interested in [treatment type]. I'm following up per your request to book your appointment with us."
   • Go deeper: How long have you been thinking about this? What's been holding you back?
   • Congratulate them on calling / taking the first step to research — then push to book.
3. 3

   Qualify — two hard stops before booking

   • Call type — route first. FUE Hair Transplant → qualify & book consult. All other call types → transfer to Main Office (see Transfer & Callback).
   • HARD STOP 1 — AGE: 18 or older → ok to book. Under 18 → DO NOT book or transfer.
   • HARD STOP 2 — DONOR HAIR: Has donor hair from back or sides of head → ok to book. No donor hair from back/sides → DO NOT book.
   • Once qualified, confirm consult details: Free in-office consult, 1 hour, with a Technician. They'll discuss goals, evaluate scalp & hair pattern, explain all surgical and non-surgical options, and answer questions including possible surgery dates — no pressure.
4. 4

   Schedule — new FUE leads into the free in-office consult

   • Book all new FUE hair-transplant leads into the free in-office consult. Offer two date/time options.
   • New FUE lead → book using the booking link.
   • Existing patient → transfer to Main Office (see Transfer & Callback).
   • Type Boost doesn't schedule → transfer to Main Office. If no answer → submit Transfer Form.
   • Booking link: Springfield Hair Restoration — Schedule Consultation.
5. 5

   Patient Education — wrap up

   • Always cover: appointment date/time/provider/location; appointment instructions; how to reschedule; congratulate & close.
   • SHR specifics: Arrive with clean hair — avoid styling products that day. Bring any questions and medical history related to hair loss.
   • Confirmation sent by email or text. Remind caller to reach out if they need to cancel or reschedule.