This is the basic structure your front desk team can follow for any incoming lead — especially those calling from ads or online searches.
“Good morning, this is [Your Name] from [Clinic Name].
Are you calling about [Service Name]?”
Why it works:
This small moment instantly builds trust. You’re connecting the call to what they just saw in an ad or on your website. You’re confirming they’re in the right place.
“Just to make sure I help you properly:
– Is this your first time with us?
– Are you looking to book today, or just getting some information?”
Why it works:
You get clarity without pressure. This helps your team prioritize the lead’s intent — and respond accordingly. It also gives the caller confidence that they’re speaking with someone who understands their needs.
“We’ve got availability on [Day 1] or [Day 2] — would either of those work for you?”
Why it works:
Offering two options reduces decision fatigue. It also makes you sound organized and ready. Never say, “When would you like to come in?” — that just creates uncertainty.