01
Reception
Somebody tries to reach you. Every route they might take — the phone, a text, a form, an advert, a message on a social account nobody watches — lands in one place, is answered immediately, and arrives with enough context to be useful.
The phone, at any hour
A voice answers, holds a real conversation, works out what the caller actually needs and puts a time in the diary while they are still on the line. When the call is urgent enough to warrant a person, it hands over instead of pretending.
- Answers in English or Spanish without being asked which
- Writes the appointment into the calendar during the call, not afterwards
- Passes a live one to a human rather than booking it three days out
Everything typed
Website chat, SMS, email, Facebook and Instagram all reply at once, in the same voice, with the same questions. The reply is not an acknowledgement — it asks the thing that decides what happens next.
- One conversation history whichever channel they used
- Asks the qualifying question first, not the pleasantries
- Hands to a person the moment the answer stops being routine
Forms and paid traffic
A submission from your site, a lead form on an advert, a landing page from a campaign — each one starts the ten days immediately and carries where it came from, so you can tell which spend produced which booking.
- The follow-up begins in seconds, not at the next check of the inbox
- Source travels with the contact through every later stage
- Different enquiry types take different routes from the first message