Training Guide · CRM
Leads don't book themselves.
We close them.
The CRM tracks every inquiry from first contact to booked session. Most prospects need multiple touchpoints — they need prompting, a push, and someone who stays on it. That's the job. If it's not in the CRM, it doesn't exist.
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Revenue
Prospects rarely book on their own. Consistent follow-up is what converts interest into sessions.
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Team Continuity
Anyone can pick up where someone left off. No dropped balls on shift changes or days off.
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Pipeline Visibility
Know exactly where every lead stands. No guessing, no "I thought you were handling that."
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The Push
Most prospects are sitting on the fence. The right follow-up at the right time is what tips them.
Lead statuses — tap to expand
🔥 HOT
☀ WARM
❄ COLD
◎ UNCONTACTED
✓ BOOKED
How the timers work
Every Hot and Warm lead has a countdown timer running in the background. The timer controls when a lead gets demoted. Logging a touch does not reset it. Only clicking Keep Hot? or Keep Warm? resets it.
Lead created as Hot → 5-day timer starts
Day 5 arrives → Keep Hot? button appears on the card
Click Keep Hot? → timer resets, lead stays Hot for another 5 days
Don't click it → lead auto-demotes to Warm immediately
Lead demoted to Warm → 3-day timer starts
Day 3 arrives → Keep Warm? button appears on the card
Click Keep Warm? → timer resets for another 3 days
Don't click it → lead auto-demotes to Cold/Dead
✓8am daily reset — every morning, all Hot and Warm leads reappear in Needs Action. That's your daily call list.
✓Contact ≠ timer reset — logging a contact removes the lead from Needs Action for the day but the demotion timer keeps counting. Only Keep Hot? / Keep Warm? resets the clock.
✗Don't ignore Keep Hot? / Keep Warm? — if you see that button and don't click it, the lead demotes automatically. If they're still worth pursuing, click it.
Working the Needs Action view
Needs Action is your daily call list. Every morning at 8am, every Hot and Warm lead reappears here. Work through it top to bottom — Hot first, always. Each lead has a Contact button. Here's exactly what happens when you click it.
1
Click Contact on a lead
An inline prompt expands below the lead card. You don't leave the page — it all happens inline.
2
Enter your initials
Type your initials (2–3 letters). This logs who made the contact. Every touch is attributed — no anonymous entries.
3
Select contact method
Choose how you reached them: Call · Text · Email. This gets logged in the notes as [5/21 2:30pm] ES - Call
4
Update temperature (optional)
If the lead's status changed based on the conversation, update it here: Hot · Warm · Cold/Dead. Changing status resets the demotion timer. Leave it if nothing changed.
5
Add notes (optional)
Any context worth capturing — what they said, next steps, anything relevant. Keep it brief and specific. This is what the next person reads.
6
Click Log Contact
Lead disappears from Needs Action. It'll reappear tomorrow at 8am if it's still Hot or Warm. The demotion timer keeps running in the background.
HOT leads
Work these first, every time. A HOT lead sitting untouched in Needs Action is the most expensive thing in the CRM. Same-day contact, no exceptions.
WARM leads
Work these after HOT is cleared. Consistent presence is what moves a Warm lead toward booking. Keep it personal — don't just check a box.
Keep Hot? / Keep Warm?
If this button appears on a card, the demotion timer has expired. Click it to reset the timer and keep them at their current status. Ignore it and they demote automatically.
How to work the CRM
Training Guide · Clients
A booked lead becomes
a client for life.
The Clients page is the permanent record for everyone who books with Paramount. ID, agreements, contact info, history — it all lives here. A session should never happen without a full profile on file.
How a client profile gets created
01
Book in CRM
Lead confirms. Click Book Client → New Client. A unique registration link is generated.
02
Client Registers
Send the link. The client fills out their own profile, uploads ID, and signs T&Cs. You don't enter this for them.
03
Review Profile
Check immediately. ID uploaded? T&Cs signed? Phone and email present? Missing anything — flag it now.
Managing client profiles
Golden rules
✓ Always
✓Verify ID is uploaded before any session
✓Confirm T&Cs are signed
✓Update contact info the moment it changes
✓Add notes after significant interactions
✓Flag incomplete profiles immediately
✗ Never
✗Allow a session without ID on file
✗Fill out a client's registration for them
✗Delete a record without Manager approval
✗Ignore an incomplete profile
✗Let outdated contact info sit