What should I include in my notes after a phone call with a lead?
A great call note means the next person who touches this lead — whether that's you tomorrow or a colleague covering the desk — can pick up exactly where you left off without the lead ever having to repeat themselves.
1
Capture what they're concerned about and why they're calling now
Write down the specific condition or situation they described — how long they've had hair loss, what area is thinning, or what treatment they've already tried. Also note what triggered the call right now: an event coming up, a photo they saw, a recommendation from a friend. This is the emotional hook that your doctor will need for the consult.
2
Note their timeline and urgency level
Are they looking to have a procedure before a wedding in three months, or are they just starting to explore options? "Thinking about it" vs. "ready to move forward" changes how aggressively you should follow up. Write it down: "Said she wants to have something done before her daughter's wedding in September."
3
Log any objections or hesitations they raised
If they mentioned cost ("said they need to talk to their spouse about budget"), concern about downtime, distance from the office, or fear about the procedure, write it down. These objections don't disappear — knowing them ahead of the consult lets the physician address them proactively.
4
Record what was agreed as the next step
Be specific about what you told them and what they agreed to: "Booked consult for Tuesday June 24 at 2pm," or "Said they'll call back Thursday after talking to spouse," or "Sent a text with the consult link — told them to reply with any questions." This is what drives follow-up accountability.
5
Add any personal detail that builds rapport
If they mentioned their name pronunciation, their profession, their city, or something personal ("mentioned he's a firefighter"), note it. When you call back or when the doctor greets them, remembering a small personal detail signals that you actually listened. It's the difference between a practice that cares and one that churns through leads.
Pro tip: A good note takes about 60 seconds to write. A useful format: [What they said] → [What I said/did] → [Next step]. Example: "Concerned about cost and downtime. Explained financing options and 3-5 day recovery. Booked consult Tue 6/24 2pm. Send confirmation text."