The seven steps
Reply instantly — automated, day or night, with a real answer rather than an acknowledgement. Qualify with one question, not five: what are they asking about. Give the price band and what changes it. Offer two specific times — never "when suits you", which puts the work back on them.
Confirm in writing with the doctor's name, the address and what the visit involves. Remind at twenty-four hours and again at two hours with the location pin. Follow up once on day three if they never booked, with something useful rather than "just checking".
Selling products or courses alongside the clinic?
Shopify is the quickest way to put a store behind your name — try it free.
Where clinics actually lose them
Three places, consistently. Between the message and the first reply, if that gap is longer than an hour during the day. At the price question, if the answer is "please call us" — which reads as evasion and sends them to the clinic that answered. And after the booking, if nothing arrives until the day itself.
None of those are marketing failures. They are operational, they are fixable this week, and fixing them raises the return on every dinar you have already spent on attention.
Make it independent of who is on shift
Save all seven steps as templates in Arabic and English, assign one named owner per shift, and review the inbox for fifteen minutes weekly looking for two things: messages that went unanswered, and answers that closed a conversation instead of opening one.
Consistency here is worth more than clever copy. The difference between your best receptionist and your weakest one is usually a third of your enquiries, and templates close most of that gap without anyone being managed harder.