👋 Welcome to your call tracker

We believe every call matters. Track your conversations with care and attention to help build meaningful relationships with your customers.

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Call Timer
00:00:00
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Contact Information
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How did the call go?
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Connected & Spoke

Had a great conversation

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Left Voicemail

Left a friendly message

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No Answer

Will try again later

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Line Busy

They were occupied

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Wrong Number

Need to update details

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Invalid Number

Number doesn't work

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Next Steps

📞 Call Script Guide

Rebooking & Contact Verification

▼ 👋 Warm Opening
"Good morning/afternoon [Name], this is [Your Name] calling from George & Matilda Eyecare at [Location]. How are you today?"

[Wait for response]

"I'm calling because our records show it's been [X months/years] since your last eye examination with us, and we wanted to check in with you about scheduling your next appointment."
Tip: Always be warm and friendly. If they're busy, offer to call back at a better time. Remember, we're here to help, not to pressure.
▼ ✓ Verify Contact Details
"Before we go any further, I'd like to make sure we have your correct contact details on file. Can I just confirm a few things with you?"

"We have your phone number as [read number]. Is that still the best number to reach you on?"

"And your email address is [read email]?"

"Your address is [read address] - is that still current?"

"Perfect, thank you for confirming those details."
Remember: Update any changes immediately in the system. This ensures we can reach them for important recalls or appointment reminders.
▼ 👁️ Eye Health Check-In
"How have your eyes been since your last visit? Have you noticed any changes in your vision?"

"Are you experiencing any of the following?"
• Headaches or eye strain?
• Difficulty reading or seeing at distance?
• Dry or irritated eyes?
• Any blurred vision?

"How are your current glasses working for you? Any issues with them?"
Listen carefully: Any concerns mentioned should be noted and may influence appointment urgency. If they mention serious symptoms (flashes, floaters, sudden vision loss), recommend they come in sooner.
▼ 📅 Schedule Appointment
"Based on when you last came in, we recommend scheduling your comprehensive eye examination. Regular check-ups help us catch any issues early and keep your prescription up to date."

"What day of the week typically works best for you - weekday or weekend?"

"And do you prefer morning or afternoon appointments?"

"Let me see what we have available... I can offer you [Date] at [Time] or [Alternative Date] at [Time]. Which would suit you better?"
Best practice: Offer two specific options rather than asking "when are you free?" This makes it easier for them to commit. Always confirm the date and time before ending the call.
▼ 💬 Handling Concerns
"My vision is fine, I don't think I need to come in"
"That's great to hear your vision feels good! Many eye conditions actually develop without noticeable symptoms at first. A regular examination helps us check the health of your eyes, not just your vision. We look for things like glaucoma, cataracts, and other conditions that are easier to manage when caught early."
"I'm too busy right now"
"I completely understand - life gets hectic! That's why we're calling now, so we can find a time that works well in advance. Even if it's a few weeks away, at least it's locked in. What does your schedule look like in [mention 2-3 weeks ahead]?"
"I'll call back to book"
"Of course, you're welcome to call us anytime. I should mention though, our appointment slots do fill up quickly, especially for [morning/weekend] times. Since I have the calendar open right now, would you like me to pencil something in? You can always change it if needed."
"How much will it cost?"
"A comprehensive eye examination is $[amount], and that includes [list what's included]. If you have private health insurance with optical cover, you may be able to claim some or all of this back. Do you have a health fund?"
"My glasses are still fine"
"That's wonderful! The examination isn't just about updating your prescription though. We also check the overall health of your eyes, screen for conditions like macular degeneration and diabetes-related eye issues, and make sure everything is functioning properly. Think of it like a regular health check-up, but for your eyes."
▼ 👓 Additional Services
When appropriate, mention:

"I can see you purchased glasses on your last visit. Did you know we offer a free adjustment and cleaning service anytime? Feel free to pop in if they need a tune-up."

"Have you thought about sunglasses? We're currently running a promotion on our sunglass range. We can discuss options when you come in for your appointment."

"We also now offer [bulk billing for eligible patients / contact lens fittings / sports eyewear / children's eyecare packages] if that's of interest."
Natural approach: Only mention additional services if relevant to the customer. Don't make every call feel like a sales pitch - focus on their eye health first.
▼ ✅ Confirm & Close
"Perfect! Let me confirm your appointment details:"

"[Day], [Date] at [Time]
George & Matilda Eyecare [Location]
[Store Address]"

"Please plan for about 30-45 minutes for your comprehensive examination. If you wear contact lenses, please bring them with you, and also bring your current glasses."

"We'll send you an SMS and email reminder a few days before. If anything changes and you need to reschedule, just give us a call on [phone number]."

"Is there anything else I can help you with today, [Name]?"

"Wonderful! We look forward to seeing you on [Date]. Take care!"
Final step: Make sure the appointment is entered in the system immediately and all contact details are saved. End on a warm, positive note.
▼ 📝 Follow-Up Actions
If they don't book today:

"No problem at all, [Name]. I understand you need to check your schedule. Can I follow up with you in [suggest timeframe - a week or two]? Would you prefer a call or an email?"

"In the meantime, our online booking system is available 24/7 at georgeandmatilda.com.au if you'd like to book yourself in."

"Thanks so much for your time today. We're here whenever you're ready. Have a great day!"
Important: Set a reminder in the system to follow up as promised. Note their preferred contact method and any concerns they mentioned.

📝 Call Notes