LAZAR OS
Call Playbook
HubSpot CRM β†’ FAQs Objections Outbound Scripts VM + SMS Urgent

πŸ” Contact Lookup

πŸ‘‹ Opening Every Call Always Expanded β–Ά
Answer the Phone β€” Standard
"It's a Marvelous Monday at Lazar Spinal Care. This is [Your Name], I can help."
Coach: Smile before you pick up β€” it changes your voice. The day phrase is energetic and memorable. Own it.
Answer the Phone β€” Alternate Closing
"It's a Marvelous Monday at Lazar Spinal Care β€” this is [Your Name], how can I make your day?"
Coach: Use this version when you want to set a higher energy tone β€” great for morning calls or when you feel the patient needs warmth first.
If They Pause / Seem Unsure
"Take your time β€” are you calling to schedule an appointment, or did you have a question about what we do here?"
New or Established Patient? β€” Route the Call
If you're not sure: Ask β€” "When was the last time you saw the doctor?"
  β†’ Never been in / more than 2 years: treat as New Patient β€” follow Green Sheet Flow below
  β†’ Active or recent patient: go to Existing Patient Flow
  • πŸ“£ Voucher / Social Claim β€” They saw an ad or claimed a free exam β†’ Voucher Flow
  • 🌱 Organic / Referral (New Patient) β€” Referred or found us on their own β†’ Organic Flow
  • πŸ₯ Existing / Returning Patient β€” Current or former patient β†’ Existing Patient Flow
  • ❓ General Question β€” Wants to learn more before committing β†’ FAQs
  • The 4 Things You Always Do
    1. Look them up in HubSpot before the conversation advances
    2. Get their name and use it 2–3x naturally
    3. Let them talk β€” listen before you pitch
    4. End every call with a next step logged in HubSpot
    🎟️ Voucher / Social Media Lead (Inbound) Patient Connection Blueprint β–Ά
    Context: They claimed a voucher (Facebook/Instagram ad, free exam offer, workshop promo). Goal: Book the appointment + collect $67 refundable deposit. Avg call: 5–8 min.
    Step 1 β€” Open & Affirm
    "Hi [Name], thank you so much for reaching out β€” I see you're interested in coming in for your complimentary consultation and exam. That's a great first step. My name is [Your Name] and I'm here to get you all set up."
    Coach: Warm, not salesy. They made the move β€” affirm the decision.
    Step 2 β€” Discovery (The Problem Question)
    "Before we get you scheduled, I just want to ask β€” what's been going on that made you decide to reach out? What's the main thing you're hoping to get some answers on?"
    Coach: LISTEN. Don't interrupt. Their answer is the frame for everything else. Note their exact words in HubSpot.
    Step 3 β€” Reassure & Transition
    "I hear you β€” and that's exactly the kind of thing Dr. Lazar specializes in. You're in the right place. What he does is really different from what most people expect, and a lot of our patients say they wish they'd found us years earlier."
    Step 4 β€” Preframe the Process (2-Appointment Structure)
    "Here's how it works β€” there are actually two appointments. The first is your consultation and full examination. Dr. Lazar will do a detailed Insight nerve scan, a Posture IQ assessment, and if needed, Digital Motion X-rays. Then your second visit is your Report of Findings β€” that's where he sits down with you, goes through everything he found, and lays out exactly what he'd recommend for you. No pressure, no rush β€” just real answers."
    Coach: This preframe prevents the "I just came in to see what it costs" problem. They expect a process, not a hard sell.
    Step 5 β€” Schedule
    "I have some availability coming up this week and next. Do mornings or afternoons generally work better for you? And are there any days that are off the table?"
    Coach: Offer 2 specific times once you know their general preference. Don't ask open-ended β€” funnel them.
    Step 6 β€” Confirm + Collect Deposit
    "Perfect. To hold your spot, we do collect a $67 fully refundable deposit today. This just makes sure the time is reserved for you β€” and it comes right back off when you come in for your first appointment. I can take that over the phone right now if you'd like."
    Coach: Say "fully refundable" with confidence. If they push back, repeat: "It's fully refundable β€” it just holds the spot so we don't double-book." Don't apologize for the deposit.
    Step 7 β€” Confirm + Close
    "You're all set, [Name]. You're coming in on [Day] at [Time]. You'll get a text confirmation in just a few minutes. If anything comes up or you need to reschedule, just call or text us. We're looking forward to meeting you."
    ⚑ If They Don't Have Their Card Ready
    "No problem at all β€” I'll go ahead and hold the time while we get that sorted. Can you call or text us back within the next 30 minutes with the deposit? I'll keep the spot open until then."
    Coach: Don't lose the appointment over the deposit. But follow up if they don't call back β€” log a callback task in HubSpot immediately.
    🌱 Organic / Referral Inbound Referral Flow β–Ά
    Context: They found us through a referral, Google search, word of mouth, or walked in. Higher intent β€” they chose us. Goal: Same as voucher β€” book + deposit.
    Open
    "Hi [Name], great to hear from you! How did you hear about us?"
    Coach: Track referral source in HubSpot every time. If referred by a patient, note the referrer's name β€” we follow up to thank them.
    Discovery
    "What's brought you in today β€” what's the main thing going on for you health-wise?"
    Coach: Let them tell the story. Their words become your bridge. Note the exact symptom language β€” this matters for the ROF pre-frame.
    Brief Differentiator (If They Ask "What Do You Do?")
    "Dr. Lazar practices a specialty called QSM3 β€” it's an advanced form of upper cervical care. What makes it different is that he's not just looking at the area that hurts. He's looking at your entire body's structure and how your nervous system is functioning β€” because that's usually what's driving the problem. He's one of only 8 board-certified practitioners of this method in the world. Most of our patients have been to a lot of other providers before they find us."
    Move to Schedule
    "Based on what you've described, it really sounds like Dr. Lazar would want to take a look. The first step is a full consultation and examination. We have some availability β€” do you prefer mornings or afternoons?"

    Then follow Steps 4–7 from the Voucher Flow above (Preframe Process β†’ Schedule β†’ Deposit β†’ Confirm).

    πŸ₯ Existing / Returning Patient Calls Existing Patients β–Ά
    Rescheduling / Cancellation
    "Of course β€” let me pull up your file. What works better for you? We have [Option A] or [Option B]. I want to make sure we get you back in β€” staying on schedule is really important for your results."
    Coach: Never let a reschedule slip to "just call us when you're ready." Always lock in the next appointment before ending the call. If they're canceling altogether, flag in HubSpot and route to Tier 1 or Tier 2 outbound within 72 hours.
    Billing / Account Question
    "Let me take a look at your account. Can you give me your name and date of birth so I can pull everything up?"

    Pull up HubSpot record. If you can't resolve it on the call: "I want to make sure I give you the right answer on this β€” let me pull the details and have someone call you back within the hour."

    Patient Asking About Their Results / Progress
    "That's a great question and Dr. Lazar would want to go over that with you directly β€” he tracks that on every visit. At your next appointment, just remind him you'd like a progress check and he'll walk you through everything."
    Coach: Never interpret clinical results over the phone. Route all clinical questions to Dr. Lazar.
    Membership Change Request
    "I can absolutely help with that. Let me note your request and make sure it gets updated in our system. Just to confirm β€” you'd like to move from [current tier] to [requested tier], starting [when]? I'll get that updated and send you a confirmation."
    Coach: Always try to understand why before changing. If cost: "Is this about adjusting frequency for your schedule, or is cost the main factor?" β€” this opens the door to the Gold tier instead of dropping off entirely.
    ❓ Patient FAQ Bank Full Answer Library β–Ά

    About QSM3 & The Lazar Method

    What is QSM3?β–Ά
    QSM3 stands for Quantum Spinal MechanicsΒ³. It's an advanced upper cervical chiropractic technique β€” a progression of NUCCA. Unlike traditional chiropractic that focuses on the area of pain, QSM3 uses the upper cervical spine (the top of the neck) as a lever to correct the entire body's structural alignment and nervous system function. Dr. Lazar holds one of only 8 board certifications in this method in the world.
    What is the Lazar Method?β–Ά
    The Lazar Method is Dr. Lazar's systematic 5-step approach to full-body postural correction: (1) Analyze the structural and neurological interference, (2) Correct the upper cervical misalignment, (3) Restore the body's natural posture and balance, (4) Rehabilitate the supporting musculature, (5) Maintain and optimize through ongoing care. It's a comprehensive health restoration program, not just a pain-relief treatment.
    What is upper cervical care?β–Ά
    Upper cervical care focuses on the top two bones of the spine β€” the atlas (C1) and axis (C2) β€” which sit right at the base of the skull. These two vertebrae surround and protect the brainstem. When they're misaligned, they can interfere with the nervous system's communication throughout the entire body. A precise correction at the top of the spine can have a cascading positive effect on posture, pain, organ function, and overall health. Importantly, QSM3 corrections are extremely gentle β€” no cracking or twisting.
    Do you take walk-ins or same-day appointments?β–Ά
    We do our best to accommodate urgent needs β€” please call us directly and we'll do our best to get you in as soon as possible. Our first appointment is a full consultation and examination, so we do need some advance notice to prepare properly. For same-day, call the office and we'll check availability.
    What conditions do you help with?β–Ά
    Patients come to us with a wide range of conditions β€” many of which haven't responded to other treatments. Common reasons include: chronic headaches and migraines, neck and back pain, sciatica, dizziness and vertigo, fibromyalgia, chronic fatigue, TMJ, scoliosis, dysautonomia (POTS, orthostatic hypotension), numbness and tingling, and general postural dysfunction. That said, we don't treat conditions β€” we identify and correct structural and neurological interference that may be contributing to those issues. Results vary.
    What is dysautonomia and can you help?β–Ά
    Dysautonomia is a dysfunction of the autonomic nervous system β€” the part of your nervous system that controls automatic functions like heart rate, blood pressure, digestion, and temperature regulation. Conditions like POTS fall under this umbrella. Because QSM3 works directly on the brainstem and upper cervical spine β€” where the autonomic nervous system is largely regulated β€” many patients with dysautonomia-related symptoms have experienced significant improvement. Dr. Lazar would want to do a full examination to assess whether structural interference may be a contributing factor.

    The New Patient Process

    What happens at my first appointment?β–Ά
    Your first visit is a full consultation and examination. It includes: (1) A detailed health history and conversation with Dr. Lazar about what you've been experiencing, (2) An Insight Subluxation Station nerve scan β€” a non-invasive computerized scan that measures nerve function, muscle tension, and heart rate variability, (3) A Posture IQ structural assessment β€” we have 2 of only 8 Posture IQ systems in the world, which creates a precise 3D map of your posture and structural imbalances, (4) Digital Motion X-rays if indicated β€” these show how your spine moves, not just a static image. Budget about 60–90 minutes for this first visit.
    What is the Report of Findings?β–Ά
    Your Report of Findings (ROF) is your second appointment, usually scheduled 1–3 days after your examination. Dr. Lazar reviews all your results β€” the nerve scans, posture assessment, X-rays, and health history β€” and creates a complete picture of what he found. He then presents this to you clearly, answers your questions, and if care is appropriate, explains exactly what he'd recommend and why. There's no pressure β€” the ROF is about giving you real information so you can make an informed decision.
    What is an Insight Nerve Scan?β–Ά
    The Insight Subluxation Station is a computerized diagnostic system that measures three things: (1) Surface EMG β€” muscle tension patterns along the spine that indicate neurological stress, (2) Thermal scan β€” temperature asymmetries along the spine that reflect autonomic nervous system imbalances, (3) Heart Rate Variability (HRV) β€” a measure of your nervous system's overall adaptability and stress load. It's completely non-invasive, painless, and takes about 10–15 minutes. The results give Dr. Lazar an objective baseline β€” and they're used to track your progress over time.
    What is Posture IQ?β–Ά
    Posture IQ is an advanced 3D postural analysis system β€” we are one of only a handful of practices in the world with this technology (there are only 8 systems globally, and we have 2). It creates a precise structural map of how your body is balanced and aligned β€” from head to feet. This allows Dr. Lazar to see exactly where and how your posture has been compensating, and to measure real structural change over the course of your care.
    What makes you different from a regular chiropractor?β–Ά
    Several things set us apart: (1) We're upper cervical specialists β€” we don't crack or pop the neck or back. Corrections are precise, gentle, and specific. (2) We use objective diagnostic technology (nerve scans, Posture IQ, Digital Motion X-ray) to measure β€” not guess β€” what's happening in your nervous system and structure. (3) We're working on the cause, not the symptom. (4) Dr. Lazar holds one of only 8 board certifications in QSM3 in the world. (5) We're a cash-based practice β€” which means our care recommendations are based on what you need, not what insurance will approve. Most of our patients have seen multiple other providers without lasting results before finding us.

    Cost, Insurance & Getting Started

    Do you accept insurance?β–Ά
    We are a cash-based practice, which means we don't bill insurance directly. However, we can provide you with a Superbill β€” a detailed receipt β€” that you can submit to your insurance for potential out-of-network reimbursement, depending on your plan. Many of our patients receive partial reimbursement. We've found that being outside the insurance system allows Dr. Lazar to make care decisions based entirely on what's best for you β€” not what insurance will approve. We're happy to talk through your options.
    How much does care cost?β–Ά
    Dr. Lazar determines the appropriate care plan after your full examination and Report of Findings β€” so we don't quote care plan costs before that visit because it wouldn't be accurate. What we can tell you is that we offer a membership model: Platinum (weekly, 4x/month), Gold (biweekly, 2x/month), and Silver (monthly, 1x/month). All memberships include adjustments, nerve scans, and X-rays as needed. The right membership for you depends on what Dr. Lazar finds and recommends. Let's get you in first so you have real information to make that decision.
    Is there a fee for the first appointment?β–Ά
    We collect a $67 fully refundable deposit to hold your consultation and examination appointment. This deposit is applied toward your first visit β€” so it's not an additional cost. It simply ensures the appointment is reserved for you. If for any reason you need to cancel, the deposit is fully refunded.
    How long does it take to see results?β–Ά
    That's something Dr. Lazar discusses directly with each patient at their Report of Findings β€” because it varies based on what's found during the examination. What we can say is that most patients begin noticing changes within the first few weeks of consistent care. The nervous system and structure need time to respond and stabilize, which is why frequency matters β€” especially in the beginning. Dr. Lazar will give you a realistic expectation at your ROF based on your specific findings.
    Where are you located and what are your hours?β–Ά
    We're located in Ann Arbor, MI. Visit drlazar.com for the current address, directions, and office hours. You can also email us at hello@lazarspinalcare.com. The best way to schedule is to call us directly or use the booking link on our website.
    πŸ“€ Outbound Reactivation β€” Clarity Guide (7 Tiers) Outbound Scripts β–Ά
    Before Every Call: Open HubSpot. Confirm Clarity Guide Tier. Review prior notes, visit history, objections. Know their name, their stated problem, and what stage they reached.
    T1: Completed Care
    T2: Started / Dropped
    T3: ROF / No Start
    T4: Exam / No ROF
    T5: Consult Only
    T6: No Show
    T7: Workshop
    Goal: Re-activation β€” book wellness re-entry
    Expected Conversion: 25–30%
    Context: Completed full care plan, stopped renewing membership
    Opening
    "Hi [First Name], this is [Your Name] calling from Lazar Spinal Care in Ann Arbor. The reason I'm reaching out is we have you in our records and I just wanted to personally reconnect β€” we haven't seen you in a while and I wanted to make sure we hadn't dropped the ball on your care."

    [Pause β€” let them respond]

    "We noticed you completed your full program with us β€” I wanted to personally reach out and see how you've been doing since then."
    Story Bridge
    "When you were here, you came in because of [stated problem from notes]. I know for a lot of people, once they stop their regular adjustments, things can start to drift back. How has that been going for you since you finished your program?"
    Listen. Let them talk. Note any symptoms, frustrations, or life changes.
    The Invitation
    "Based on what you've shared, it sounds like it would be worth coming in so Dr. Lazar can take a look at where things stand. Since you've already been through the full process, this would just be a check-in to see where your body is now. Would [Day] or [Day] work better for you?"
    Appointment Lock-In
    1. Offer two specific time options
    2. Confirm name, number, and email
    3. Send text confirmation within 5 minutes
    4. Set reminder call 24 hours before
    5. If unconfirmed β€” follow up once same day
    Goal: Find barrier, re-enroll
    Expected Conversion: 20–25%
    Context: Started care, dropped off before completing plan
    Opening
    "Hi [First Name], this is [Your Name] calling from Lazar Spinal Care in Ann Arbor. The reason I'm reaching out is we have you in our records and I just wanted to personally reconnect β€” we haven't seen you in a while and I wanted to make sure we hadn't dropped the ball on your care."

    [Pause β€” let them respond]

    "You had started care with us but weren't able to finish the program. I wanted to reach out personally and see if there's anything we could have done differently."
    Story Bridge
    "Last time you were here, you came in because of [stated problem]. I know for a lot of people that kind of thing doesn't just go away on its own. How has that been going for you since then?"
    Listen for what stopped them. Note the barrier β€” this is critical for the reframe.
    The Invitation
    "Based on what you've shared, it sounds like it would be worth coming in so Dr. Lazar can take a look at where things stand. We'd start with a no-pressure consultation β€” just a conversation and an assessment so we can see what's going on and figure out the best path forward. Would [Day] or [Day] work better for you?"
    Appointment Lock-In
    1. Offer two specific time options
    2. Confirm name, number, and email
    3. Send text confirmation within 5 minutes
    4. Set reminder call 24 hours before
    5. If unconfirmed β€” follow up once same day
    Goal: Reconnect to urgency of findings
    Expected Conversion: 12–18%
    Context: Went through full diagnostic process (consult + exam + ROF) but never started care
    Opening
    "Hi [First Name], this is [Your Name] calling from Lazar Spinal Care in Ann Arbor. The reason I'm reaching out is we have you in our records and I just wanted to personally reconnect β€” we haven't seen you in a while and I wanted to make sure we hadn't dropped the ball on your care."

    [Pause β€” let them respond]

    "Dr. Lazar completed a full report of findings for you β€” I'm reaching out because you never got to hear what he found, and that information belongs to you."
    Story Bridge
    "When you came in, you were dealing with [stated problem]. You went through the full assessment β€” the consultation, the nerve scans, the X-rays β€” and Dr. Lazar put together a complete picture of what was going on. How have things been since then?"
    The Invitation
    "Based on what you've shared, it sounds like it would really be worth coming in to go over those findings with Dr. Lazar. That information is yours β€” and it might give you some clarity on what's been going on. Would [Day] or [Day] work better for you?"
    Appointment Lock-In
    1. Offer two specific time options
    2. Confirm name, number, and email
    3. Send text confirmation within 5 minutes
    4. Set reminder call 24 hours before
    5. If unconfirmed β€” follow up once same day
    Goal: Book the ROF β€” information belongs to them
    Expected Conversion: 12–18%
    Context: Completed consult + exam, never came back for ROF
    Opening
    "Hi [First Name], this is [Your Name] calling from Lazar Spinal Care in Ann Arbor. The reason I'm reaching out is we have you in our records and I just wanted to personally reconnect β€” we haven't seen you in a while and I wanted to make sure we hadn't dropped the ball on your care."

    [Pause]

    "Your exam was completed but we never got to share the results with you. I wanted to make sure you had that information."
    Story Bridge
    "When you came in, you were dealing with [stated problem]. You did the consultation and the full exam with Dr. Lazar β€” but we never got to sit down and go over what he found. How have things been going for you since then?"
    The Invitation
    "It sounds like it would really be worth coming in just to go over those results. Dr. Lazar already has your full exam on file β€” this would just be a conversation to share what he found and talk about what it means for you. No pressure, no commitment. Would [Day] or [Day] work better for you?"
    Appointment Lock-In
    1. Offer two specific time options
    2. Confirm name, number, and email
    3. Send text confirmation within 5 minutes
    4. Set reminder call 24 hours before
    5. If unconfirmed β€” follow up once same day
    Goal: Book exam β€” very low barrier
    Expected Conversion: 12–18%
    Context: Came in for consult, never completed examination
    Opening
    "Hi [First Name], this is [Your Name] calling from Lazar Spinal Care in Ann Arbor. The reason I'm reaching out is we have you in our records and I just wanted to personally reconnect β€” we haven't seen you in a while and I wanted to make sure we hadn't dropped the ball on your care."

    [Pause]

    "You came in to speak with Dr. Lazar but we weren't able to complete the full assessment. Can we get you back in to finish it?"
    Story Bridge
    "When you came in, you were dealing with [stated problem]. You met with Dr. Lazar for the consultation, but we never got to do the full workup β€” the nerve scans, the X-rays, all the things that give us the complete picture. How have things been since then?"
    The Invitation
    "Based on what you've shared, it really sounds like it would be worth finishing that assessment. The consultation is already done β€” this would just be completing the exam so Dr. Lazar can see the full picture and give you real answers. Would [Day] or [Day] work better for you?"
    Appointment Lock-In
    1. Offer two specific time options
    2. Confirm name, number, and email
    3. Send text confirmation within 5 minutes
    4. Set reminder call 24 hours before
    5. If unconfirmed β€” follow up once same day
    Goal: Reschedule β€” warm, no guilt
    Expected Conversion: 8–12%
    Context: Scheduled consult, no-showed. Life got in the way.
    Opening
    "Hi [First Name], this is [Your Name] calling from Lazar Spinal Care in Ann Arbor. The reason I'm reaching out is we have you in our records and I just wanted to personally reconnect β€” we haven't seen you in a while and I wanted to make sure we hadn't dropped the ball on your care."

    [Pause]

    "You had scheduled a time with Dr. Lazar but we missed you that day. I just wanted to make sure everything was okay and see if you'd like to reschedule."
    Tone must be warm and zero guilt. Do not say "why didn't you come in" or "you missed your appointment."
    Story Bridge
    "When you first reached out, you were interested in [stated problem or reason from notes]. I know life gets busy and things come up. Is that still something that's been on your mind?"
    The Invitation
    "If that's still something you'd like to get checked out, we'd love to get you on the schedule. It's just a no-pressure consultation β€” a conversation with Dr. Lazar to see what's going on and whether we can help. Would [Day] or [Day] work better for you?"
    Appointment Lock-In
    1. Offer two specific time options
    2. Confirm name, number, and email
    3. Send text confirmation within 5 minutes
    4. Set reminder call 24 hours before
    5. If unconfirmed β€” follow up once same day
    Goal: Book consultation β€” coldest leads
    Expected Conversion: 8–12%
    Context: Attended workshop/community event, never scheduled
    Opening
    "Hi [First Name], this is [Your Name] calling from Lazar Spinal Care in Ann Arbor. The reason I'm reaching out is we have you in our records and I just wanted to personally reconnect β€” we haven't seen you in a while and I wanted to make sure we hadn't dropped the ball on your care."

    [Pause]

    "You attended one of our workshops and I'm personally reaching out to see if anything you heard that night resonated with you."
    Story Bridge
    "A lot of people who come to those events tell us they've been dealing with something for a long time and just haven't known where to turn. Was there something specific that brought you out that night?"
    Listen carefully. Their answer tells you exactly how to frame the invitation. Note the specific concern.
    The Invitation
    "Based on what you've shared, it really sounds like it would be worth having a conversation with Dr. Lazar. We'd start with a no-pressure consultation β€” just a chance to sit down, talk about what's going on, and see if we can help. Would [Day] or [Day] work better for you?"
    Appointment Lock-In
    1. Offer two specific time options
    2. Confirm name, number, and email
    3. Send text confirmation within 5 minutes
    4. Set reminder call 24 hours before
    5. If unconfirmed β€” follow up once same day
    πŸ’¬ Objection Handling β€” 3-Part ACA Framework 8 Objections β–Ά
    The Framework: Every objection = Acknowledge β†’ Reframe β†’ Advance. These are clarity objections, not price objections. The moment they understand what's at stake, the conversation changes. Never discount. Never justify. Anchor to consequences.
    "I can't afford it."β–Ά
    Acknowledge"I completely understand that. A lot of people feel the same way when they first hear about it."
    Reframe"But here's what I've seen β€” the people who get the best results here realized that the cost of NOT addressing this was actually higher. You mentioned [their stated problem/consequence]. What does it look like if that continues for another year? Two years?"
    Advance"What would need to be true for you to make this work?"
    "I don't have insurance for this."β–Ά
    Acknowledge"I completely understand that. That's actually really common β€” most of our patients don't use insurance here."
    Reframe"Insurance is designed for sick care β€” emergencies, medications, surgeries. What we do is health restoration. The people who get the best results here made a decision that their health was worth investing in β€” the same way they invest in other things that matter to them."
    Advance"What would need to be true for you to make this work?"
    "I can't come in 2–3x a week."β–Ά
    Acknowledge"I completely understand that. It sounds like a lot, and I get it."
    Reframe"The frequency isn't about our preference β€” it's about how the nervous system responds to correction. There's a healing window, and coming in less frequently in the beginning means slower results or no results at all. The good news is it doesn't stay at that frequency β€” it's front-loaded."
    Advance"What would need to be true for you to make this work?"
    "I need to think about it." / "Let me talk to my spouse."β–Ά
    Acknowledge"Absolutely β€” this is a real decision and I wouldn't want you to rush it."
    Reframe"Can I ask β€” is there a specific part you're still trying to work through? Sometimes I can give you a clearer answer right now that makes the decision easier."
    Advance"When do you think you'd be ready to decide? Can I follow up with you [specific day/time]?"
    "I've tried chiropractic before and it didn't work."β–Ά
    Acknowledge"That's actually one of the most common things we hear. And honestly, that experience is valid β€” a lot of people have tried chiropractic without lasting results."
    Reframe"What Dr. Lazar does is genuinely different. He's not cracking or popping your back. He's making a very specific, gentle correction at the top of the spine β€” the brainstem area β€” which is what controls everything below it. Most of our patients tried conventional chiropractic for years before finding us. The method, the technology, and the philosophy are completely different."
    Advance"Would you be open to coming in just for the consultation and exam β€” just to see what he finds? You'd have real information to make a decision."
    "Can't you just give me a price?"β–Ά
    Acknowledge"I completely understand β€” you want to know what you're getting into."
    Reframe"The honest answer is: Dr. Lazar won't know what's appropriate until he sees your full exam results. Giving you a price before that would be like a doctor quoting a surgery before the diagnosis. We have membership options ranging from monthly to weekly care β€” but the right recommendation depends entirely on what he finds."
    Advance"Let's get you in for the exam first β€” that way you have real information, and Dr. Lazar can go over everything with you including cost at your Report of Findings."
    "My doctor said chiropractic won't help."β–Ά
    Acknowledge"I understand, and I respect that your doctor is looking out for you."
    Reframe"What Dr. Lazar does isn't traditional chiropractic β€” it's a specialty that most medical doctors have never seen. He uses objective technology to identify and measure neurological and structural dysfunction. We have patients who were told by multiple specialists there was nothing to be done β€” and they found answers here. The only way to know if it applies to you is the examination."
    Advance"Would you be open to just coming in for the assessment β€” to see what the data actually shows in your specific case?"
    "I'm not sure this is covered by insurance."β–Ά
    Acknowledge"That's a fair question β€” and I want to be upfront with you."
    Reframe"We are a cash-based practice, which means we don't bill insurance directly. But I want to ask you something β€” are you looking for whatever insurance will cover, or are you looking for the best results? Most people who ask about insurance really want to know if it's worth the investment. That's a totally different question, and one Dr. Lazar is happy to address directly at your consultation. We also provide a Superbill you can submit for potential out-of-network reimbursement."
    Advance"What would make the most sense is to get you in first, see what Dr. Lazar finds, and then have that conversation with full information."
    πŸ“± Voicemail + SMS β€” 3-Day Follow-Up Sequence Lead Follow-Up β–Ά
    Use for: Voucher leads who claimed but didn't book. Send same day β†’ day 2 β†’ day 3. Use {{contact.first_name}} and {{user.first_name}} tokens in HubSpot sequences.
    Day 1 β€” Same Day as Claim
    πŸ“ž VOICEMAIL
    "Hi {{contact.first_name}}, this is {{user.first_name}} calling from Lazar Spinal Care in Ann Arbor. I'm reaching out because you recently claimed our complimentary consultation and exam offer β€” and I just wanted to personally reach out to get you scheduled. We have some great availability coming up. Give me a call back at [office number] and I'll get you set up. Talk soon!"
    πŸ’¬ SMS
    "Hi {{contact.first_name}}, this is {{user.first_name}} from Lazar Spinal Care! I see you claimed our free consultation offer β€” I'd love to get you scheduled. When's a good time to chat or would you prefer I just text you some available times? 😊"
    Day 2 β€” 24 Hours Later
    πŸ“ž VOICEMAIL
    "Hey {{contact.first_name}}, this is {{user.first_name}} again from Lazar Spinal Care β€” I left you a message yesterday about your free exam and consultation. I know you've been dealing with [general health issue / what brought them to claim] and I really want to make sure you get the answers you're looking for. Give me a call at [number] β€” I'll keep this brief and get you set up. Looking forward to hearing from you."
    πŸ’¬ SMS
    "{{contact.first_name}}, just following up from yesterday β€” we still have your complimentary exam reserved. Dr. Lazar has helped a lot of people who've been struggling with exactly what you're dealing with. Want me to send you a couple of available times to choose from?"
    Day 3 β€” Final Follow-Up
    πŸ“ž VOICEMAIL
    "Hi {{contact.first_name}}, this is {{user.first_name}} from Lazar Spinal Care β€” I'm leaving this as my final message so I'm not being a bother. Your complimentary consultation and exam is still available β€” I just didn't want you to miss it. If you'd like to get scheduled, give us a call at [number] or reply to any of my texts. We'd love to help. Take care."
    πŸ’¬ SMS
    "{{contact.first_name}} β€” last note from me, I promise 😊 Your free exam with Dr. Lazar is still here if you want it. Just reply 'YES' and I'll send you times, or call us at [number]. Either way, I hope you get the answers you're looking for."
    After Day 3: Move to long-term nurture sequence in HubSpot. Do not continue active outreach. Tag: "3-Day Sequence Complete."
    🚨 Urgent Scenarios Handle Carefully β–Ά
    Caller Describes Acute Emergency
    "I want to make sure you're safe first β€” are you having any chest pain, difficulty breathing, or are you unable to move? If this is a medical emergency, please call 911 immediately."
    Rule: Any neurological emergency, stroke symptoms, or acute trauma β†’ direct to 911 immediately. Do not attempt to schedule.
    Caller Is In Severe Pain But Not Emergency
    "I hear you β€” that sounds really uncomfortable and I want to get you help as quickly as possible. Let me check our earliest availability today. We may be able to get you in on short notice."
    Action: Check schedule. If same-day not available: "Our earliest opening is [time/date]. I'm going to prioritize you. In the meantime, [rest/ice/avoid aggravating activities] may help manage the discomfort."
    Angry or Upset Patient
    "I completely understand your frustration, and I appreciate you telling me. Your experience matters to us. Can you walk me through what happened? I want to make sure we get this resolved."
    Rule: Never get defensive. Never argue. Never promise things outside your authority. Escalate to Dr. Lazar or office manager for clinical complaints. Log in HubSpot as: "Patient Concern β€” Escalate."
    Media / Press Inquiry
    "Thank you for reaching out. For media inquiries, let me connect you with our team. Can I get your name, organization, and the best way to reach you?"
    Action: Do not provide statements or interviews. Route directly to Dr. Lazar. Log in HubSpot.
    Legal / Subpoena / Records Request
    "I appreciate you reaching out. For requests of this nature, I need to route you to our office manager who handles all legal and records matters. Can I get your contact information?"
    Action: Do not discuss patient information. Do not confirm or deny any details. Escalate immediately to office manager / Dr. Lazar.
    βœ… HubSpot Logging Checklist After Every Call β–Ά
    Non-Negotiable: If it is not in HubSpot, it did not happen. Complete this checklist before moving to the next contact.
    βœ… Call outcome logged: Answered / Voicemail / No Answer
    βœ… Clarity Guide Tier confirmed and updated in contact record
    βœ… Brief summary of conversation logged in notes (their words, not just yours)
    βœ… Objection raised (if any) and how it was handled β€” logged in notes
    βœ… Next step defined: Appointment booked / Callback scheduled / Follow-up sequence / Not interested
    βœ… Appointment date and time confirmed (if booked)
    βœ… Text confirmation sent within 5 minutes (if appointment booked)
    βœ… Reminder call/task set for 24 hours before appointment
    βœ… Referral source logged if new contact
    βœ… $67 deposit collected and noted (if applicable)

    Click any item to mark complete. Reset refreshes the page.

    β†’ Open HubSpot Contacts