SOP-001: New Client Inquiry Response Protocol

Document ID: sop-001

Version: 1.0 | Effective Date: 2025

Classification: Internal Use — Confidential

Purpose: Standardize the first 60 minutes after receiving any client inquiry to maximize conversion probability.

Scope: All wedding, corporate, and social event inquiries via phone, email, website, or referral.

Responsibility: Owner/Manager with team execution

• SOP: Standard Operating Procedure — a documented, repeatable process

• CRM: Customer Relationship Management system (HoneyBook, HubSpot, etc.)

• SLA: Service Level Agreement — the promised response or delivery time

• KPI: Key Performance Indicator — measurable outcome of this process

• Escalation: The path for issues that exceed the scope of this SOP

Step 1: Receive inquiry notification (immediate)

Action: Execute receive inquiry notification (immediate) with full attention to detail.

Why This Matters: This step exists because skipping it creates measurable revenue loss or client dissatisfaction. Each step has been tested and refined across hundreds of events.

Common Errors at This Step:

• Rushing through without checklist verification

• Delegating without confirming understanding

• Skipping documentation for 'simple' situations

Quality Standard: Completion of this step should be verifiable by a third party.

Step 2: Acknowledge receipt within 15 minutes during business hours, 2 hours after hours

Action: Execute acknowledge receipt within 15 minutes during business hours, 2 hours after hours with full attention to detail.

Why This Matters: This step exists because skipping it creates measurable revenue loss or client dissatisfaction. Each step has been tested and refined across hundreds of events.

Common Errors at This Step:

• Rushing through without checklist verification

• Delegating without confirming understanding

• Skipping documentation for 'simple' situations

Quality Standard: Completion of this step should be verifiable by a third party.

Step 3: Log inquiry in CRM with source attribution

Action: Execute log inquiry in crm with source attribution with full attention to detail.

Why This Matters: This step exists because skipping it creates measurable revenue loss or client dissatisfaction. Each step has been tested and refined across hundreds of events.

Common Errors at This Step:

• Rushing through without checklist verification

• Delegating without confirming understanding

• Skipping documentation for 'simple' situations

Quality Standard: Completion of this step should be verifiable by a third party.

Step 4: Send personalized response using template with 3 specific questions

Action: Execute send personalized response using template with 3 specific questions with full attention to detail.

Why This Matters: This step exists because skipping it creates measurable revenue loss or client dissatisfaction. Each step has been tested and refined across hundreds of events.

Common Errors at This Step:

• Rushing through without checklist verification

• Delegating without confirming understanding

• Skipping documentation for 'simple' situations

Quality Standard: Completion of this step should be verifiable by a third party.

Step 5: Schedule discovery call within 48 hours

Action: Execute schedule discovery call within 48 hours with full attention to detail.

Why This Matters: This step exists because skipping it creates measurable revenue loss or client dissatisfaction. Each step has been tested and refined across hundreds of events.

Common Errors at This Step:

• Rushing through without checklist verification

• Delegating without confirming understanding

• Skipping documentation for 'simple' situations

Quality Standard: Completion of this step should be verifiable by a third party.

Step 6: Add to follow-up sequence if no response in 24 hours

Action: Execute add to follow-up sequence if no response in 24 hours with full attention to detail.

Why This Matters: This step exists because skipping it creates measurable revenue loss or client dissatisfaction. Each step has been tested and refined across hundreds of events.

Common Errors at This Step:

• Rushing through without checklist verification

• Delegating without confirming understanding

• Skipping documentation for 'simple' situations

Quality Standard: Completion of this step should be verifiable by a third party.

Step 7: Update pipeline stage to 'New Inquiry'

Action: Execute update pipeline stage to 'new inquiry' with full attention to detail.

Why This Matters: This step exists because skipping it creates measurable revenue loss or client dissatisfaction. Each step has been tested and refined across hundreds of events.

Common Errors at This Step:

• Rushing through without checklist verification

• Delegating without confirming understanding

• Skipping documentation for 'simple' situations

Quality Standard: Completion of this step should be verifiable by a third party.

Speed Response Text

When to Use: During speed response text situations.

The Script:

Tone Notes: Warm, professional, confident. No apologies for following process.

Expected Outcome: Specific next action agreed upon by both parties.

Discovery Call Invitation

When to Use: During discovery call invitation situations.

The Script:

Tone Notes: Warm, professional, confident. No apologies for following process.

Expected Outcome: Specific next action agreed upon by both parties.

No-Response Follow-Up

When to Use: During no-response follow-up situations.

The Script:

Tone Notes: Warm, professional, confident. No apologies for following process.

Expected Outcome: Specific next action agreed upon by both parties.

• CRM system with updated client records

• This SOP document (printed or digital)

• Communication device (phone, email access)

• Relevant templates and checklists

• Escalation contact list

If this SOP does not cover a specific situation:

Unauthorized distribution prohibited. For licensed use only.