SFL DM SETTER SOP

Your Day

You are May. The prospect always thinks they are talking to May. You speak as May in every message, every call, always first person. Claude helps you stay consistent and fast, but you ARE May to every prospect.

The big picture. Every message to a prospect goes through Claude first. You paste their conversation, Claude tells you exactly what to send and whether they are ready for a call. You never have to guess. Your job is to keep engagement up, qualify people, and book the right ones onto calls, all as May.
How ManyChat fits in. ManyChat automatically sends new followers a welcome message with a free guide offer. The setter does NOT need to do that part. The setter picks up AFTER ManyChat. If someone clicked yes and got a guide but never replied, that is your follow-up. If someone saw the guide selector but never chose one, that is your follow-up. If ManyChat did not fire at all (it happens), the setter sends the welcome manually using the ManyChat scripts in the Scripts tab.

The Power Blocks

Structure your day into focused working blocks. In the beginning you may work around 3 hours a day. As volume grows, this expands to 3 to 5 hours a day or more (up to 30 hours a week). The important thing is that each block is focused, not distracted. Aim for 25 to 35 touches per block. What happens during these blocks matters more than anything else.

A "power hour" does not have to be exactly one hour. It is a focused working block with no distractions. As the business grows, each block may get longer. The three-block structure stays the same: morning, midday, end of day. The length of each block grows with volume.
Power Block 1 — Morning

In order of priority:

  1. Engagement first. Reply to new comments on Instagram, TikTok, and the Facebook page to keep May's accounts active and warm. Keep it friendly and human.
  2. Clear unread DMs. Filter by unread on Instagram and Facebook. Open each, paste into Claude, send what it says.
  3. Guide opt-ins. Check post comments for people who commented a keyword and got a guide. Follow up with them in the DMs (these are your warmest leads).
  4. Stalled conversations. Follow up with people whose chats went quiet.
Power Block 2 — Midday
  1. Reply to responses that came in from your morning conversations (paste each into Claude).
  2. New comments on IG, TikTok, FB page.
  3. New guide opt-ins and new followers.
  4. Book any qualified people onto a rapport call for next day on your schedule (see Booking tab).
Power Block 3 — End of Day
  1. Final pass on the same groups: new messages, follow-ups, new comments, guide opt-ins.
  2. Run any rapport calls scheduled in your window for the day.
  3. Log every rapport call you booked into the Sales Dashboard (Rapport tab).
  4. Fill out and submit your EOD report (see Tracking tab).

Where the leads come from

Work these in priority order every day. Hottest first, coldest last.

Priority 1 — Raised Hands (hottest, work first)

These people self-identified. They want something. Work these before anyone else.

Priority 2 — Content Engagers (warm, work daily)

These people are paying attention. They just have not raised their hand yet.

Priority 3 — Proactive Outreach (when volume is low)

When the raised hand and engager pools are worked, go proactive. Use the content engager openers from the Scripts tab.

Priority 4 — Re-engagement (check every few days)

People already in the pipeline who went quiet.

Never skip Priority 1 to go straight to outreach. A raised hand is always worth more than a cold follow. Work hot leads first every single power block.

Main channels

Tap to open:

Instagram (main) Facebook Page (main) TikTok (main)

TikTok (backup) Facebook (personal) FB Group (backup)

The simple loop for every prospect

  1. Open their conversation.
  2. Check GoHighLevel for the full chat history (Instagram hides old chats, GHL keeps them, so you can see how long they have been around).
  3. Paste the full conversation into your Claude project (you can work many prospects in one chat, just always paste the whole conversation).
  4. Read the SEND THIS line. Make sure it sounds right. Copy it. Send it.
  5. When they reply, paste the full updated conversation back. Repeat.
  6. When Claude says all gates are clear, book the rapport call for the next day on YOUR schedule (not May's). Offer two times that work for you.
  7. If Claude says soft exit or block, do that and move on.
You know the craft (see Learn the Craft tab), so you are never just blindly copying. You read each message, make sure it sounds like a real human, tweak it if it needs it, then send.

Learn the Craft

Read this until you really get it. The AI helps you go fast, but YOU need to understand how a good conversation works. That way you can tell when a message sounds right, flex when a chat is different, and never sound like a robot.

The mindset: You are not just copying what the AI says. You are a real person having a real conversation. The AI is your co-pilot. Always read its message and make sure it sounds natural before you send it.

Who you are talking to

May coaches anyone who needs metabolic and hormonal support. No age minimum or maximum. A lot of her clients are under 40. You qualify based on pain, fit, and willingness to invest, never by age.

The typical client

Busy working professionals. Men and women. Dads, moms, nurses, engineers, business owners, doctors, teachers, police officers, truck drivers, tech workers, salespeople.

Men dealing with: high A1c, high cholesterol, high blood pressure, low testosterone, low energy, belly fat that won't move, tried everything and keeps rebounding.

Women dealing with: perimenopause or menopause symptoms, weight gain they can't explain, hormonal shifts, fatigue, mood changes, nothing working like it used to.

Their real pains (in their words)

What they want

May's program (4 pillars)

When someone asks what May does, you can say: "May builds a fully customized plan around your real labs, your body, and your life. It covers four things: a full hormone and metabolism assessment so you know what's actually going on, a flexible nutrition reset so you can eat real food and still lose weight, a custom training program built for your body and schedule, and next level accountability so you're never doing it alone." Never go into more detail than that in the DMs. The sales call is where she explains everything.

  1. Hormone & Metabolism Assessment
  2. Flexible Nutrition Reset
  3. Custom Training Program
  4. Next Level Accountability
The setter's job is NOT to pitch the program in the DMs. The DMs are for qualifying and booking the call. May pitches the program on the Zoom. Your job is to find the right person and get them on the call.

Who is a good fit

Who is NOT a good fit

The Curious Framework — 3 phases

Every conversation moves through three phases, in order. Never skip ahead.

1. Connection. Build a real, friendly connection first. Be a normal human. Thank them for the follow or comment, ask something light, get them talking. This is also where you naturally learn where they are from and what they do.

2. Struggles. Find out what they are struggling with and whether they want to fix it. Ask permission first, then dig into the challenge, what they tried, how long, their goal, and the why behind it.

3. Call. Once you know you can help them and they want help, pitch the quick call. Then book it and confirm it.

RAQ — use it in EVERY message

This is the most important habit. Every single message you send should follow RAQ:

R — Repeat: repeat back what they just said so they feel heard.

A — Acknowledge: acknowledge it warmly.

Q — Question: ask ONE question to keep moving forward.

Example: "that's awesome you want to lose 20 pounds! I love how clear that goal is. out of curiosity, what's been the biggest thing getting in the way so far?"

RAQ is what makes you sound like a caring human and not an interrogator. The prospect needs to feel you HEAR them before they open up. Never just fire questions. Always repeat and acknowledge first.

Always ask permission

Before you dig into someone's struggles, ask permission. It makes them comfortable and gives you the green light. Rotate these so you never sound like a script. Never use the same one twice in a row:

How to talk (the voice)

The checklist you are filling (the gates)

The whole point of the Struggles phase is to fill these in before you pitch a call. The AI tracks them, but YOU should know them so you understand what you are doing:

  1. Challenge (specific)
  2. What they tried
  3. How long it has been a problem
  4. Goal (a number)
  5. The why / the moment behind it
  6. Job
  7. Location
  8. Income signal
  9. Urgency (is it a priority now)
  10. Willing to invest

When you have all of these AND they want help, that is when you pitch the call. Not before.

Give value generously

Free guides are not a last resort. Give them throughout the conversation to lower their guard and show you actually care. Match the guide to whatever they just mentioned (see the Guide Links tab). After you send a guide, ALWAYS follow with one question. Never send a guide and go silent.

Never coach. WHAT not HOW.

You can tell them WHAT they need (like "you'd want to track your protein"), but never explain HOW to do it. When they ask "how do I do that?" that is your perfect moment to pitch the call. "honestly that's exactly the kind of thing easier to walk through on a quick call than type out here."

Following up

Most people who go quiet are not ignoring you. They got busy. Follow up warmly. Some of the best clients take the longest to sign. Use the follow-up scripts in the Scripts tab, and space them out (a bump, then a gentle nudge, then a re-engage). Be friendly, never pushy.

Once you know all this, the AI becomes a tool that makes you faster, not a crutch. You will be able to read its suggested message, know if it fits, tweak it if needed, and sound completely human. That is what makes a great setter.

The Rules

These never change. Claude follows them too, but you need to know them so you understand what it is doing.

Who you are — DMs vs phone calls:

In DMs: you are always May. Every message is written as May, in May's voice, first person. The prospect never knows it is not her. No exceptions.

On the phone: start as May. Open the call as May and run the script as May. Most people never notice or question it.

If they notice your accent or ask: Do not panic. Just say warmly and naturally: "I help May with intake, but you'll be talking to her personally on the Zoom!" That's it. No big explanation. Most people are completely fine with it and it sounds professional. This rarely happens, but now you know what to say if it does.
The most important rule in this entire system:

You are the authority. You are not chasing anyone. You are offering help only to people who want it.

People hate being sold. The moment you push someone who did not ask, you lose the authority frame and you sound like every other coach spamming their inbox. That kills the relationship instantly.

Your job is never to convince someone to want coaching. Your job is to find the people who already want it and connect them with May.

Two completely different scenarios

They came to you (inquired about coaching, asked price, asked how it works): This is a raised hand. Even if they are brand new, they showed interest. Qualify quickly. If pain is confirmed, pitch the call. Do not hesitate.

You went to them (proactive outreach, new follower, content engager): You initiated. Do not push. Give value, stay warm, ask one question, let them lead. The moment you feel yourself trying to convince them, stop. Pull back. You are not chasing. You are planting a seed.

On booking targets: May will always want calls booked. But booking unqualified or unready people just to hit a number hurts the business. It wastes May's time on the Zoom, tanks the close rate, and burns warm leads who needed more time. A good setter books fewer calls that actually close, not more calls that waste everyone's time. Quality always over quantity.

The gates (all must be known before booking a call)

Claude tracks these for you. A person is only ready for a rapport call when all are confirmed:

  1. Their main challenge (specific)
  2. What they have tried
  3. How long it has been a problem
  4. Their goal (usually a number)
  5. The why / the moment behind it (more important than a deadline)
  6. Their job
  7. Their location
  8. Income signal (job + location tell you this)
  9. Urgency (is this a real priority now)
  10. Willing to invest
A deadline is optional. Never force a date. Age does not matter. Job, location, and income signal DO matter.

Check relationship length first

Before deciding anything, check GoHighLevel for the full chat history. It shows how long the person has really been around, even when Instagram hides old chats.

Soft exit vs Block (Claude tells you which)

SOFT EXIT = warm, polite, door left open. Use for people who are low fit, not ready, or cannot invest right now. Acknowledge them, wish them well, leave the door open for coaching later. Then move on. Never push.
BLOCK / RESTRICT = short, flat, do NOT invite them back. Use for dating or creep behavior: asking May's location or personal life, sending photos, excessive compliments, personal small talk, asking for private contact, pushing calls further out. Close it flat, then restrict or block.

GoHighLevel — Pipeline Stage Rules

GHL automatically creates a contact when someone DMs May. Your job is to move them to the right stage as the conversation progresses and add a quick note after each qualifying session. Three actions only: check history, move stage, add note.

Check GHL first on every prospect. Instagram hides old chats. GHL keeps the full history. Before you paste a conversation into Claude, open the contact in GHL and check how long they have been around. That tells you whether they are brand new or a long-term follower.

When to move each stage

Stage
Move here when
📋 Guide Sent
Prospect commented a keyword or asked for a guide and received it. No real conversation yet.
💬 In Conversation
First qualifying message sent and they replied. Active DM qualification in progress.
🤗 Follow Up / Nurturing
They went quiet mid-conversation, or not ready yet but have real pain. Check back in 2 to 4 weeks.
📅 Triage Call Booked
All gates cleared by Claude and rapport call is booked for next day.
📅 Closing Call Booked
Rapport call commitment check passed and Zoom is booked on May's calendar.
❌ No Show / Cancelled
They booked a call and did not show or cancelled. Move immediately after the missed call.
🥶 Not Qualified (COLD)
Claude flagged a soft exit and it was sent. Not a fit right now.
Invoice Sent / No Close
May sent the Stripe link after the Zoom but they have not paid yet. May handles this stage, not the setter.

Notes to add after each conversation

After every qualifying session, drop a quick note in GHL on the contact. Keep it short. Just the facts confirmed so far.

Note format:

Challenge: [what they said]
Goal: [their goal in their words]
Tried: [what they tried]
How long: [how long it has been a problem]
Job: [what they do]
Location: [where they are based]
Gates still missing: [list what is still unknown]
Next step: [what happens next]
You do not need to fill every field every note. Just log what was confirmed in that session. The notes build up over time so May can see the full picture before any call.

The Warmup Window — Don't Pitch Too Soon

Most new followers take 8 to 16 weeks to be ready to buy. Pitching a call to someone who followed you 3 days ago almost never closes. It burns the relationship and wastes everyone's time. The setter's job with new followers is to keep them warm and moving forward, not to close them fast.

Rule for new followers (under 4 weeks)

The exception — when you CAN pitch a new follower

Pitch regardless of how long they have followed if ALL THREE are true in their own words:

Example of a pitch: "I'm exhausted, my A1c came back at 7.2, my doctor wants to put me on metformin and I need help now." Example of not a pitch: a new follower saying "I want to lose weight."

The mindset: For most new followers the goal is not to close them this week. The goal is to make sure that when their pain spikes in 6 to 8 weeks and they are finally ready to invest, May is the first person they think of. Keep the thread alive, give value, and let time do the work.

Hard rules

Claude AI Setup

Set this up once. After that, you just paste conversations and Claude does the rest.

One-time setup

  1. 1Log into Claude (May will give you the login).
  2. 2Create a new Project. Name it "DM Setter."
  3. 3Open the project settings and paste the prompt below into the project instructions.
  4. 4Save. You are done. The rules are now loaded for every chat in this project.

Every day

  1. 1Inside the "DM Setter" project, you can work many prospects in ONE chat. You do not need a new chat for each person.
  2. 2Paste the prospect's whole conversation. Always paste the full thing so Claude knows who it is.
  3. 3Read the SEND THIS line. Check it sounds right. Copy it. Send it.
  4. 4When they reply, paste the full updated conversation back. Claude picks up where it left off.
  5. 5Paste a different prospect right after if you want. Just always paste the full conversation so Claude knows who it is.

The prompt to paste into the project

Free Guide Links

When Claude says "send the X guide," find it here, tap COPY, paste it into the DM. Always follow a guide with the next question Claude gives you.

Weight / Fat Loss

Fat Loss Guide (Men)
Man wants to lose weight. Works under 40 too.
Fat Loss Guide (Women)
Woman wants to lose weight.
7 Day Kickstart
Wants something to start right now.

Hormones / Energy / Metabolic

Testosterone Guide
Man mentions low energy, low T, low drive.
Cortisol Guide
Stress, burnout, belly fat, wired but tired.
Sleep Guide
Bad sleep, waking tired, insomnia.

Labs / Numbers

A1c & Blood Sugar Guide
A1c, blood sugar, prediabetes, type 2.
Blood Pressure Guide
High blood pressure / hypertension.
Cholesterol Guide
High cholesterol.
Bloodwork & Labs Guide
Getting labs done, what to test.
Macro Calculator
Macros, calories, how much to eat.

Nutrition / Food / Shopping

Busy Nutrition Guide
Too busy to eat well, no time.
Meal Prep Guide
Struggling with meal prep / planning.
Fat Food Cheat Sheet
Simple what-to-eat reference.
Costco Guide
Shops at Costco.
Trader Joe's Guide
Shops at Trader Joe's.

Training & Proof

Free Workout Guide
Wants home workouts / how to train.
Client Transformations
Wants to see real results.
All Guides Homepage
General hub.
Match the guide to what they are dealing with right now. Do not dump multiple guides at once. Give one that fits, then ask the next question. Never send a guide and go quiet.

Scripts Library

Your full phrase library. Use these for manual outreach or when Claude needs a nudge. Click any message to copy it. Always use RAQ — Repeat, Acknowledge, Question — and one question per message.

📋 Guide links: Wherever you see [paste link] or [guide name], grab the right link from the Guide Links tab. Match the guide to what they are dealing with. Copy the link, paste it right into the message before sending.

Openers by Lead Source

Use the right opener for where the lead came from. The approach changes depending on how they entered your world.

ManyChat Follow-Up (new follower automation)

ManyChat sends new followers a welcome message automatically. The setter picks up the conversation after. These are the follow-up scripts for each scenario.

Got the guide, never repliedHey [Name]! Just checking in, did you get a chance to look at that guide? Hoping it was helpful! What's the main thing you're working on right now?
Saw the guide selector, never chose oneHey [Name]! Did you end up finding the guide you were looking for? Happy to send one over if you haven't grabbed it yet!
Clicked yes but went quietHey [Name]! Looks like you were interested in a free guide! Which one would be most helpful for you right now? Fat loss, blood sugar, testosterone, sleep, cholesterol, or something else?
Got the guide and replied positivelySo glad it was helpful! Out of curiosity, what's the main thing you're trying to fix right now? Is it the weight, energy, sleep, hormones, or something else?
ManyChat didn't fire — manual welcomeHey [Name]! Welcome and thanks for the follow 😊 I have free guides on fat loss, blood sugar, testosterone, sleep, cholesterol, and healthy shopping. No email needed. Want me to send you one?
Stalled after guide — re-engageHey [Name]! Just bumping this up in case it got buried! Let me know if you have any questions about the guide or if there's anything else I can help with 😊

Priority 1 — Keyword / Guide Request

Guide delivered — follow upHey [Name]! Did you get a chance to check out the guide? Curious what you thought! Would you be against me asking a couple quick questions so I can point you in the right direction?
Guide delivered — dig inHey [Name]! Here's that free guide you asked about [paste link]. Out of curiosity, what made you reach out for this specific one? Is there something in particular you're working on right now?

Priority 1 — Poll or Story Vote

Poll voterHey [Name]! I saw you voted on my poll, so glad you did! Curious, what made you vote? Is this something you're actively working on right now?
Story vote — interestedHey [Name]! Saw you raised your hand on my story, so glad you did! Would you be against me asking a couple quick questions to see if I can actually help? No worries either way 😊

Priority 1 — DM'd About the Program

Asking how it worksHey [Name]! Awesome that you want to know more, I'd love to help! Can I ask real quick what's the main thing you're hoping to get help with? Just want to make sure I point you in the right direction 😊
Wants detailsHey [Name]! Thanks for reaching out, happy to share more! Before I send you anything, would you be against me asking 2 to 3 quick questions so I can make sure what I share is actually relevant to where you're at?

Priority 1 — 2-Step Post or Direct Offer Reply

2-step replyHey [Name]! Thanks for commenting, really appreciate it! Before I tell you how I work, mind if I ask a couple quick questions so I can actually help you out? What's the main thing you're trying to fix right now?

Priority 2 — Liked or Commented on a Post

Comment on postHey [Name]! Thanks for the comment on my post about [XYZ], really appreciate it! Out of curiosity, what about it resonated with you?
Liked a postHey [Name]! Just saw you liked my post, thanks for engaging! Out of curiosity, what made that stand out to you?
Keeps seeing their nameHey [Name]! I keep seeing your name pop up, thought it was time to reach out 😊 How's life?
Liked multiple postsHey [Name]! I noticed you've been liking a few of my posts, really appreciate the support! Out of curiosity, is there anything health or fitness related you're currently working on?

Priority 2 — New Facebook Page DM

FB page DM openerHey [Name]! Thanks for reaching out! Before I point you in the right direction, mind if I ask a couple quick questions? What's the main thing you're trying to fix right now?
FB page — shift to fitnessHey [Name]! Thanks for the message! Out of curiosity, is there anything health or fitness related you're currently working on or struggling with?

Priority 3 — New Follower Outreach (proactive)

New follower IGHey [Name]! Thanks for the follow, really appreciate it! Out of curiosity, what brought you to my page?
New follower — content angleHey [Name]! Thanks for following! Just so you know I post a lot about [metabolic health / hormones / fat loss] so hopefully you find the content helpful! Is there anything specific you're working on right now?

Priority 4 — Re-engagement (went quiet)

Guide sent, never repliedHey [Name]! Just wanted to check in, did you get a chance to look at that guide I sent over? Hoping it was helpful!
Conversation stalledHey [Name]! Just bumping this up, hope all is well 😊
Warm nurture re-engageHey [Name]! Just checking in on ya! Any progress on [their goal]?
Long term re-engageHey [Name]! I actually just thought of something that might be really helpful for your situation around [their challenge]. Would you be open to me sharing it?

Priority 1 — Raised Hands (Start Here)

Free guide request

Send the guideHey [Name]! Saw your comment, thanks for reaching out! [SEND] Here's the free [guide name], hope it helps! [paste link] [SEND] My pleasure! Would love to hear your feedback on it when you get a chance. [SEND]
Follow up guideHey [Name]! Here's that free guide you asked about! [paste link] Really appreciate you. While I have you, out of curiosity,, what made you reach out for this specific guide? Is there something in particular you're working on right now? [SEND]

After they opt in

Check in on guideHey [Name]! Did you get a chance to check out the free guide I sent you? Curious what you thought! [SEND] I'm sure I have other resources that might be even more specific to what you're working on. Just let me know 😊 [SEND]
Follow up on guideHey [Name]! Let me know what you think about the guide! [SEND] I'm sure I have other free tools that might be more specific to what you're struggling with. Would you be against me asking a couple quick questions? [SEND]
Dig deeper after guideHey [Name]! Great! Out of curiosity, what made you reach out for that guide in the first place? Is there a particular health or fitness goal you're working towards? [SEND]

Poll voter interested in program

Poll voter opener 1Hey [Name]! I saw you voted on my poll, thanks for showing interest! [SEND] Curious, what made you vote? Is this something you're actively working on right now? [SEND]
Poll voter opener 2Hey [Name]! Saw you raised your hand on my poll, so glad you did! [SEND] Would you be against me asking a couple quick questions to see if I can actually help? No worries either way 😊 [SEND]
Poll voter opener 3Hey [Name]! I saw you voted that you're interested, I appreciate you being honest about that! [SEND] Out of curiosity, where are you at with that right now? Have you been working on it for a while or just getting started? [SEND]
Poll voter opener 4Hey [Name]! Saw your vote on my poll, love that you're open to it! [SEND] Quick question what's been the biggest thing holding you back so far? [SEND]

Program interest — they want details

Program interest 1Hey [Name]! Awesome that you want to know more, I'd love to help! [SEND] Can I ask real quick what's the main thing you're hoping to get help with? Just want to make sure I point you in the right direction 😊 [SEND]
Program interest 2Hey [Name]! Thanks for your interest, happy to share more details! [SEND] Before I send you anything, would you be against me asking 2-3 quick questions so I can make sure what I send you is actually relevant to where you're at? [SEND]

Priority 2 — Content Engagers

Openers — liked or commented

Like / comment opener 1[Name]! Thanks for the like/comment on my post about [XYZ], really appreciate it! [SEND] Curious, what about it resonated with you? [SEND]
Like / comment opener 2Hey [Name]! Just saw your comment, thanks for engaging! Out of curiosity, what made that stand out to you?
Like / comment opener 3Hey [Name]! I keep seeing your name pop up, thought it was time to reach out 😊 How's life?
Like / comment opener 4[Name]! Appreciate the support on my last post! Out of curiosity, is there anything you're currently working on or struggling with in terms of health or fitness?

Shift to fitness after back and forth

Shift 1Out of curiosity, is there anything health or fitness related you're currently working on or struggling with?
Shift 2If you don't mind me asking, are you focusing on any health or fitness goals yourself?
Shift 3Love that! I'm personally into this stuff all day are you focusing on any fitness or health goals yourself?
Shift 4So I do this fitness stuff all day and actually work with a ton of people in your exact shoes. I definitely have some suggestions that can help if you're open to it!

Phase 2 — Find the Struggle

Ask permission first

Permission 1Honestly, would you mind if I asked a few quick questions? Would love to see if I could offer some guidance or even send you over a relevant resource! No worries either way!
Permission 2Would you mind me asking 2-3 questions real quick just for the sake of me being able to help you the best I can?
Permission 3Before I tell you how I work, mind if I ask a couple of quick questions so I can actually help you out?

Uncover the challenge

Challenge 1Got it! So just for me to get a better understanding of what's currently going on, what's been the biggest challenge for you with nutrition, training, or general fitness?
Challenge 2What's been the biggest challenge in terms of your health and fitness?
Challenge 3What's the main thing you're trying to fix right now? Is it the weight, the energy, your labs, hormones, sleep, digestion, or something else?
Challenge 4Out of everything, what would you say is the biggest thing getting in the way right now?

Uncover the goal

Goal 1Do you have a specific health or body goal that you're wanting to work on?
Goal 2So if we could fix [main problem], what would your ideal results look like in a perfect world?
Goal 3What exactly is the goal that you're going after?
After they share goalAwesome! Love that goal. If you don't mind me asking, where would you say you are right now? What's the biggest thing holding you back?
Current routineGot it, makes sense. If you don't mind me asking, what does your current routine look like, fitness wise?

What they tried

What they tried 1Love it! What have you tried so far to [solve their problem], if anything?
What they tried 2I have to ask, what have you already tried? Any specific diets or programs?

How long

How long 1Got it. How long has this been going on for you?
How long 2How long have you been dealing with this?

Urgency and priority

Urgency 1So I think I've got an answer to this, but I've always gotta ask… is handling this a priority or more of a "get to it eventually" sorta thing?
Urgency 2Is your health a priority or do you want your health to be a priority?
Urgency 3Are you at a point in your life right now where you're ready to make your health a real priority?
Urgency scaleOn a scale of 1-10, how important is fixing this to you?

Surface the why / the moment

The why 1How has that impacted you?
The why 2How would your life change if you were actually able to get this handled?
The why 3What does that mean for you?
Dig deeperThat's interesting. Would you mind telling me more about that?
Dig deeper 2Can you tell me a little more about that?

Job / income signal

Job questionWhat do you do for work?
Job question casualOut of curiosity, what do you do for work? Just helps me understand your schedule and lifestyle a bit better.

Phase 3 — Pitch the Call

Pitch the rapport call

Call pitch 1Honestly, would you be against a quick 5-10 min phone call? Definitely have some insight that would be helpful, but it'll be so much easier to talk on the phone rather than being stuck in the DMs lol.
Call pitch 2Honestly, this is definitely worth a quick convo. Would you be against hopping on a quick 10-15 min call? Nothing being pitched, just way easier to actually help you than going back and forth here lol.
Call pitch 3I actually work with a ton of people dealing with exactly what you're describing. Would you be against a quick free 10-15 minute call this week just to see if I can actually help? Nothing being pitched, just a conversation.

If they hesitate on the call

Hesitation handleTotally fair, nothing being sold, just way easier to actually help you than typing it all out here lol. If you don't mind me asking, what's holding you back?

Booking and application

Get emailAwesome! I'll send you a calendar invite, what's a good email for you?
Application askAwesome, can you do me a quick favor? [wait for yes] Fill out my quick application before our Zoom. It helps me come prepared and make the most of our time together! sustainablefitlifestyle.com/application

Call confirmations

24 hrs beforeCan't wait to talk to you tomorrow! 😊
1-4 hrs beforeExcited to chat at [time]!
No response — call themHey! Just tried calling you still good for [time]? 😊

Follow Up

Short-term follow up (in order)

24 hrs[Heart their last message to send a notification]
48 hrs bumpJust bumping this up! Hope all is well. 😊
48 hrs pattern interrupt[Send a meme or GIF as a pattern interrupt]
Ghost nudgeHey [Name], you never really struck me as the type to ghost lol is everything alright? Let me know.
Re-engageHey [Name], I take it you're no longer trying to [their goal]?

Creative follow up

Creative 1Hey [Name]! Just checking in on you. I definitely have some insight that would be helpful, but it's so much easier to talk on the phone rather than going back and forth in the DMs lol.
Creative 2Hey [Name]! I am always losing messages in my inbox, did you still want that info I was going to send over?

Long-term re-engage (2+ weeks)

Long-term 1I actually just came up with a unique solution for your situation around [their challenge]. Would you be open to me sharing it? After hearing it, if you don't think it would be helpful you can always say no! 😊
Long-term 2Hey [Name]! Wanted to check in and see how things are going. Any progress on [their goal]?

Ghost recovery same day

60 min no reply[Go back and heart/like one of their messages in the chat]
120 min no reply[Go to their profile, like a recent post and leave a genuine comment]
180 min no replyHey, are you still there?
Next day if still nothing[Heart their last message again, then DM a simple meme or GIF with no text]

Challenging / Commitment Testing

Challenge their thinkingWould it be okay if I challenged you with that thought?
Reality checkWhat you're doing isn't working, right? Otherwise you wouldn't still be feeling [remind them of their problem].
Action checkAre you willing to take action on this, or are you okay with staying in the same place?
I only work withI only work with people who are serious about making a change. Would you say that's you?

Objections and Scenarios

Price objection — before the call

Price deflection — processSure, I totally get why you ask! I actually don't go over pricing until we've had a quick call first. I need to make sure you'd be a good fit and that I can actually help you. If we get to that point, I'll extend you an invitation and we'll talk about what that looks like financially. Sound fair to you?
Price deflection — customizedHonestly, our program is fully customized. On our call we'll dig deeper into exactly what that would look like and I'll give you the exact cost. Everything we do is customized, so the best next step is to ask you a few more questions and then make a recommendation that's actually useful to you specifically. Does that sound fair?
Price deflection — valueWell, are you shopping based on price or value? Because if it's price, I can tell you I'm not the cheapest but I'm the best. I'm usually the last coach someone needs to hire because they learn how to sustain on their own. I only work with people who I know I can help, so I first need to get on a call and explore your goals so I can build something specific to you.

No money — before pitch

No money earlyYeah, that's totally fair. A lot of people I talk to don't have a budget for coaching right now, which is exactly why I have free resources to help people get started. Would you be offended if I asked a few quick questions so I know which one would be most helpful for you?

Soft exit

Soft exit — making progressSounds like you've made really solid progress on your own! Keep using the resources, and if you ever hit a wall where things stop moving, come back and let me know. Happy to help when the time is right!
Soft exit — not readyGot it, sounds like you mostly just need [whatever applies]. With what you know you probably have what it takes, just keep going. If you ever hit a wall and want professional coaching, let me know.
Soft exit — can't investTotally understand. Keep using the free resources, and let me know if you ever hit a wall where self-directed isn't cutting it anymore. That's usually when it makes sense to bring someone in.

Extra Phrases

Keep them talkingWhy do you feel that way?
Keep them talking 2Do you mind sharing more on that with me?
Keep them talking 3Would you mind explaining that further?
TransitionJust so you know I'm actually an online coach and I work with all my clients remotely. What have you tried so far?
Common mistakes to avoid:

❌ Re-asking questions you already got in DMs. Use what you know.
❌ Stacking questions. One short pointed question at a time.
❌ Coaching in the DMs. WHAT, not HOW.
❌ Sending a guide and going quiet. Always follow with a question.
❌ Pitching before both gates are clear (pain + willing to invest).
❌ Booking a call just to hit a number. A bad call wastes May's time.

✅ Use RAQ on every message: Repeat, Acknowledge, Question.
✅ Rotate permission openers so you never sound scripted.
✅ Reference what they told you. It shows you were listening.
✅ Stay genuinely curious. It comes through.

Booking Calls

Two types of calls. Two different schedules. Know the difference.

Rapport calls are YOUR calls. You run them. You book them on YOUR schedule, not May's. Offer the prospect two times that work for you. Book it in GoHighLevel manually. No calendar link needed for rapport calls.
Sales call Zooms are MAY's calls. Only booked after the rapport call clears the commitment check. Use May's calendar link below. Never book a sales call without a passed commitment check first.

Rapport Call Booking (your schedule)

Use May's rapport call link below to book all rapport calls. This keeps everything in one calendar so May can see who is booked and step in as backup if needed.

Rapport Call Calendar

After the call, log the person's name, source, and result in the Sales Dashboard Rapport tab immediately. That is how May tracks your performance.

Sales Call Zoom Booking (May's schedule)

Only after the rapport call commitment check produces a clear yes. Use May's calendar link:

May's Sales Call Calendar

Manual scheduling (when needed)

For any scheduling outside the normal calendar windows, log into GoHighLevel and schedule manually. The calendar link is the easy default. GHL gives full flexibility for special cases.

Rapport Call

Keep it to 10 to 15 minutes. You are May. They talk, you listen and capture. Record every call.

Who you are on this call: Start the call as May and run the full script as May. Most people never notice or question it. If someone notices your accent or directly asks if you are May, just say warmly: "I help May with intake, but you'll be talking to her personally on the Zoom!" That's it. No big explanation needed. It almost never happens, but now you know exactly what to say if it does.
RECORD THIS CALL. The words they say here go straight into May's sales call script word for word. Your job is to capture their exact language. If you miss it, May goes into the Zoom blind.
How to generate your customized script: Before every rapport call, paste the prospect's full DM conversation into your Claude project and type "rapport call." Claude will generate a fully customized script with their real goal, their real struggle, and their real words already filled in. You just read it. You do not have to improvise.

The 8 steps (every call, in this order)

Step 1 — Open & Frame (1 min)

"So today's call honestly is really easy. I just want to get a gauge on where you're at and see if I can help ya. Sound good?"

"I know you're busy so I want to make sure I give you as much value as possible in the next 10 to 15 minutes."

You set the time, you keep the time. Don't go over. Staying on time builds trust.

Step 2 — What inspired the call (1-2 min)

"So what inspired you to commit to this call today?"

Let them talk. Do NOT re-ask anything already covered in the DMs. This one question gets them talking in their own voice.

Step 3 — Dig into the challenge (2-3 min)

"So you mentioned [their goal]. What's been the biggest thing getting in the way so far?"

"So you said you've tried [what they tried]. Why do you think that didn't work for you?"

"Got it. And when it stopped working, did you fall off, or did the weight come back on you?"

This is NOT a coaching call. Tell them WHAT, never HOW. Do not give solutions. Keep it shallow. The deep emotional digging happens on the Zoom.
Step 4 — The goal (1 min)

"So you mentioned [their goal number]. Is there a reason for the timing? Like a trip, an event, something you're working toward?"

You have the number from the DMs. This adds the moment if there is one. If no deadline, skip the date question, do not force it.

Step 5 — Summary / Capture moment (1 min)

"So let me make sure I've got this right. Your goal is [their goal], and when you tried [what they tried] before it didn't stick because [their why]. Does that sound right? Did I miss anything?"

Use their exact words back. This is the most powerful minute on the call. It builds trust and confirms the language May mirrors on the sales call.

Step 6 — Commitment check (1 min)

"Got it. Well [name], based on what you told me I really think I can help. I've worked with a ton of people dealing with [their struggle], so I feel good about this. But you tell me, are you at a point right now where you're ready to make this a priority and actually invest in your health?"

If they are NOT ready, route to nurture. Send a resource, check back in a couple weeks. Do NOT pitch the Zoom.

Step 7 — Pitch the sales call Zoom (1-2 min)

"Awesome. So to really walk you through how I'd help you and what your plan would look like, it takes me a while to go through it all in detail. So rather than rush it here, I'd want to sit down with you face to face on a Zoom. We'd map out a specific plan from exactly where you are now to [their goal], and go through your nutrition, training, and how it fits your life. That takes about 30 to 45 minutes. Would you be against hopping on a call like that?"

"Heck yeah, let me pull up my calendar so we can get that scheduled."

Give two specific times. Book it yourself. Send the invite. Never leave it up to them to schedule.

Open Sales Call Calendar

Step 8 — Homework (1 min)

"Awesome, can you do me a quick favor? [wait for yes] Fill out my quick application before our Zoom. It helps me come prepared and make the most of our time. It's at sustainablefitlifestyle.com/application"

"I'll also send you a short video that explains my story and how I work. Just watch it when you get a chance."

"Then do the quick health scan at the end. Rate yourself 1 to 10 in areas like energy, sleep, and hormones. Takes 2 minutes. Once you have your scores just text them back to me before our call."

"Perfect. I'll send the confirmation and video link right after we hang up."

What to capture during the call

Write these down in their exact words as they say them. These feed May's sales call script directly.

  1. Their goal in their own words: ___________
  2. What they tried and why it failed in their own words: ___________
  3. Did they fall off OR did weight come back: ___________
  4. The why / the moment behind their goal: ___________
  5. Any standout phrases they used: ___________
  6. Commitment check result (ready / not ready): ___________
  7. Sales call Zoom booked for: ___________
Send May the recording AND this capture sheet right after every call. She needs it before the Zoom to prep her sales call script. Do not wait.

Tracking & EOD Report

Two things to keep updated. That is it. Do not touch anything else in the dashboard.

1. Sales Dashboard — Rapport tab only

Every time you book someone onto a rapport call, add a row in the Rapport tab for the current month: Name, Source (IG / FB / TikTok), Result (Yes / No / No Show / Cancel). This is how May sees who you booked and what happened.

Open Sales Dashboard

Only edit the Rapport tab name/source/result rows. Do NOT touch the Sales tab or the EOD calculation tab. Those are May's and they are auto-formulated.

2. Your daily EOD report (Word doc)

At the end of every shift, fill out and submit your EOD report to May. Format:

Name — Date — EOD Report
  1. Minutes Worked:
  2. Conversations Started:
  3. Triage (Rapport) Calls:
  4. Triage Calls Pitched:
  5. Sales Calls Booked From Triage:
  6. Sales Calls Booked Without Triage Call:
  7. Closed Sets:
Sales Call Bookings:
  1. Name 1
  2. Name 2
How would I rate my day:
  1. How am I feeling today?
  2. Did I operate at my potential today?
  3. Am I going to hit projections this week? How do I know? If not, what do I need?
  4. My overall performance:
Notes:

Quick links

Claude DM Setter Project Sales Dashboard

May: replace the Claude Project button link above with your real project URL once you create it, and host this file so your assistant can bookmark it.
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