Turning a request into a scheduled patient.
Every person who reaches out to MHMG took a hard first step. Our job is to make the next one effortless — reach them fast, stay warm, and never let a lead slip through the cracks.
Speed is the whole game
Attempt 1 is not "morning of Day 1" — it's within 5 minutes of the lead landing in Kommo. Every minute of delay lowers the odds of ever reaching them. Call first, then message.
If a patient signals crisis — stop the cadence
We are a behavioral health practice. If anyone expresses thoughts of self-harm, harm to others, or an emergency, this is NOT a sales situation. Direct them to call or text 988 (Suicide & Crisis Lifeline) or 911, escalate to a provider immediately, and follow the crisis protocol. Never leave clinical details (diagnosis, condition, reason for care) in a voicemail, SMS or WhatsApp — HIPAA. Keep every message generic: "your request", "getting started", "our team".
10 attempts, 3 channels, one goal: reach them.
Front-load hard in the first two days, then space out — a lead may be unwell, hospitalized, or traveling. Rotate the channel and the call time every attempt (morning · midday · late afternoon) to catch them in a moment when they can talk. Always leave a voicemail. If the lead has no WhatsApp, swap it for SMS.
What they say — and how we answer.
Warm, never pushy. In behavioral health, pressure backfires. Acknowledge, reassure, and give the next small step.
The snooze is your friend
"Call me next week" is a win, not a rejection. Set a Kommo task for the exact date they gave, pause the cadence, and pick it up right on time. A lead who set the time is far warmer than a cold retry.
No lead — or patient — is truly lost.
Lead recovery. When a lead reaches Attempt 10 with no answer, don't delete — move them to a Nurture stage in Kommo. Re-touch once a month with a short, warm check-in. Circumstances change; the person who couldn't start in March often can in May.
Patient follow-up — 3 months+ with no visit. Pull the list of patients with no completed appointment in 90+ days from the MHMG BI. These are people who started care and drifted. A single caring outreach — "We've been thinking of you; would you like to get back on the schedule?" — recovers a meaningful share. Keep it generic, no clinical detail.
Reactivation script (3M+ patients)
"Hi [Name], this is Dany with Mental Health Mastery Group. It's been a little while and we wanted to check in — we're here whenever you'd like to get back on the schedule with our team. Just reply and I'll take care of the rest."