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Overview

When someone books a free consultation, Pawgress adds them to your Clients list straight away. They have a client record from the moment they book. They just haven’t set up their Pawgress account yet, so they appear in the Invited stage. From that record you can: Nothing is sent automatically. You decide when to follow up, and what to send.

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Before the Consult: Who’s Coming and Why

Consultation booking pages ask for two things besides contact details:
  • Dog’s name
  • What would you like help with? For example, the dog’s age, breed, and any behaviours or challenges they’d like to work on
Both are required by default, and the prospect can still add notes under Anything else? You’ll see their answers in three places:
  • Your calendar event, titled Consult: Jamie Smith (Biscuit), with the reason and their contact details in the description
  • Your “New consultation booked” email
  • The session on your Sessions page
The calendar event is shared with the prospect, since they’re invited to it. The description only contains their own details and the meeting information, never your notes.

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Changing the question

Open your consultation package and find Ask for Their Dog’s Name and Reason:
  • Turn it off to make both fields optional
  • Use Hint for prospects to replace the example under “What would you like help with?” with your own wording

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After the Consult

Open the prospect from the Clients page. Their row reads Booked a consult 3d ago, followed by whether they’ve opened their setup email. Click the row to open View invite, and use the Follow up section.

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They want to go ahead: Send package

Send package opens the enrollment window on their client page. Pick the package, add a note if you like (“Welcome to Fit Fido — here’s everything for your first month”), and create the enrollment. They get an email with the package details, your note and, if you take payments online, a Pay now button. They don’t need to set up their account first. See Enrolling a Client and Collecting Payment. If they’ve already been enrolled, the Follow up section shows that enrollment instead, so you don’t send a second one.

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A thank-you or a check-in: Email

Email opens the message composer for that one person. Under Templates → Suggested you’ll find two starting points:
  • Thanks for the consult: thanks them for their time, and says their package details will follow if they decide to go ahead
  • Checking in: a low-pressure note for someone who’s gone quiet: if now isn’t the right time, that’s fine, and you won’t keep following up
Edit either one before sending, or click Save as template to keep your version. Both are service messages, so they don’t need promotional consent. See Service vs. Promotional Messages.
Emailing a client needs a connected email account.

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They’re not going ahead: Remove

When you’re done following up, use Remove in the View invite window, or at the bottom of their client page. Removing a prospect:
  • Takes them off your client list right away
  • Sends them nothing. Pawgress doesn’t email them about it. If they still have an upcoming session booked, that session is cancelled, and their calendar sends them a cancellation for it.
  • Stops their setup link from working
  • Deletes nothing. If they come back later, add them again and your notes return
You don’t need them to reply before you remove them.

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Next Steps