CLIENT & COMMERCIAL / NOTES

Discovery Notes: Harborview Dental

What the client actually said — needs, constraints, and the people who decide. Written up the same day as the conversation, while it's still fresh. One copy per discovery conversation.

What they need

A website that lets patients book, reschedule, and fill intake forms online. The current site is a brochure; almost everything still happens by phone during staffed hours.

Pain points

• Reception spends roughly two hours a day on scheduling calls.

• After-hours requests go to voicemail and are lost.

• No-shows are high because there are no reminders.

Desired outcome

Online booking live before January, when seasonal demand peaks, with no-show reminders and a shorter intake flow.

Decision makers

Timing and constraints

• Wants to launch before January — hard preference, not a wish.

• Budget already approved; expects a fixed price, not hourly billing.

• Clinical schedule leaves Wednesdays only for review calls.

Budget signals

Quoted ranges from two other agencies; expects mid-range pricing with a clear scope. Price alone won't win it — the booking flow was the deciding topic.

Questions we still need answered

• Which booking system do they already use for chair time?

• Who hosts the current site, and who owns the domain?

• What does the intake form need to capture for insurance?

Objections we heard

• “Last agency disappeared mid-project” — counter with the milestone plan and named owner.

• “Staff won't adopt new tools” — counter with Sam's involvement in workflow design.

Next steps

• Send the proposal by September 24 (done — see the Sales Proposal).

• Chase the proposal Thursday; set a follow-up date in the pipeline — by hand.

• Wednesday review calls already agreed as the cadence.