Work the leads处理潜在客户
Every enquiry that has not booked a trial yet, longest wait first, with the one button that settles it — and a funnel that shows where families fall out.所有还没预约试堂的询问，等得最久的排最前，一个按钮就能了结——外加一张漏斗图，看清客人在哪一步流失。
这篇指南的正文目前只有英文版。标题、摘要与导览已翻译；内文仍在翻译中。
An enquiry in the middle of a conversation used to have no stage at all. Nobody could see who was waiting for a reply, or who chatted and never booked. Now every enquiry has a stage from its first message, and the ones that need a person are on one list.
There are two screens, and one clean handover:
- Marketing → Leads — every enquiry that has not booked a trial yet. Who needs something done, longest wait first, and the button that does it.
- Operation → Trial List — takes over the moment a trial is booked.
- Reports → Lead Pipeline — for the owner. The whole funnel as a shape: where families come in, and where they fall out.
What is on the page
One card per stage, with its count. A lead is in exactly one stage at a time, so the cards add up to the total — which is the point of them.
| Card | Whose job | What to do |
|---|---|---|
| Enquiry | Consultant | They have asked — move it towards a trial |
| Qualified | Consultant | Worth a trial. Book one |
| Waiting approval | Admin | Review the sign-up and approve it |
| No booking | Consultant | They never booked. Reopen if they come back, else Lost |
Beside them sits Needs a human, which is not a stage but a flag — the assistant has stepped back and somebody should reply. A lead can need a human at any stage, which is exactly why it cannot be one of them.
Tap a card to filter to it. All open leads the row and shows everybody before a trial, longest waiting first.
The board is your academy's, not ours
The stages above are the default. The owner can rename them, reorder them, switch one off, or add one from the list Hull knows about — because the stages worth watching are not the same everywhere. A swim academy works towards a trial class; something else will not.
A stage with no card is off the page entirely. The board is not a filter over a longer list somewhere else — it *is* the page's scope. That is deliberate: a card list and a separate stage list can quietly disagree, and a board built out of its own cards cannot.
How long a lead may sit before it turns stale is your academy's setting too. It used to be seven days for everybody; now seven is just the default.
Above the rows: Everyone / Mine / Unclaimed, a branch filter, and — where your academy runs more than one connected number — a WhatsApp number filter, so the enquiry line and a branch's everyday line can be worked apart. Each row carries the last real contact and which way it went, what to do today, the buttons, and Claim — press it to take the conversation, or take one over from a colleague.
The buttons
| On | What it does |
|---|---|
| Reply / Open chat | Jumps into the conversation, whichever number it is on |
| Review & approve | Opens the proposed sign-up in the inbox |
| No booking | They enquired and never booked. Still findable, out of the way |
| Reopen | They came back — put them back in the queue |
| Lost | You have decided to stop chasing |
Three lines, not one funnel
Not everyone who messages you is a parent looking for lessons, but they all used to sit in the same funnel — so a job enquiry quietly dragged your enquiry-to-trial rate down, and the only way to mark one was a label.
There are three lines now:
| Line | What it holds |
|---|---|
| Swim | Families enquiring about lessons — everything on this page |
| Jobs | Someone applying to work with you |
| Partners | An organisation proposing a collaboration |
The assistant suggests which line a new contact belongs to, and a person accepts or dismisses it on Marketing → Contacts. Accepted, the contact leaves the leads list and the funnel, so your enquiry figures are not padded with people who were never going to enrol a child.
Jobs and Partners each keep a proper record rather than a status on a chat. An application carries the role and the salary expected; a partnership carries the organisation and what it is worth. One person may apply twice. Their stage is set by a person, because unlike a family there is no booking or attendance underneath to work it out from.
Reading the funnel
Reports → Lead Pipeline draws the whole journey as a funnel: five narrowing steps, each one a count, with everything that falls out sitting outside the shape beside the step it left from.
| Step | Means |
|---|---|
| Enquiries | Everyone who came in |
| Qualified | You know the child's age and the branch |
| Trial booked | A trial went on the calendar |
| Trial attended | They turned up |
| Signed up | They bought |
Each step is cumulative — a family who attended was booked, was qualified, was an enquiry — so the steps can only ever narrow, and the drop between two of them is your conversion at that point.
Everyone is counted, not just WhatsApp. The mouth of the funnel says how many came in by WhatsApp and how many were booked straight at the desk — for most academies the desk is the larger number by far, and a funnel that showed only the chat half was telling you about a fraction of your business.
The leaks sit beside the step they leave from: *Lost* after Enquiries, *No booking* after Qualified, *No-show* after Trial booked, and *Not signed* and *Declined* after Trial attended. Frozen and stopped sit beside *Signed up* as solid boxes rather than leaks — those families converted, and what happened afterwards is a different question. *Signed up* also carries how many are still active today. Approvals in flight, and job or partnership contacts, are counted underneath.
Read it for the step where the drop is steepest. A big fall between *Enquiries* and *Qualified* is a reply problem; between *Qualified* and *Trial booked* a booking problem; between *Trial attended* and *Signed up* a follow-up problem. Each has a different fix.
Related: Work the contacts queue · Work the WhatsApp inbox · Book a trial · Read the marketing dashboard.