Successor Role SOP
Role Responsibilities, tasks and script suggestions.
SOP — Successor Role
Owner: Gabriela | Holds all Discovery Calls and Blueprint Calls
The Successor holds the deepest and most sensitive conversations in the customer journey — worries, obstacles, dreams, aspirations, their journey so far, and sometimes trauma. These conversations must be held with real sensitivity and confidentiality. This is currently Gabriela's role, as a qualified ECLIPSE coach trained personally by Vanya over many years.
Confidentiality
Given the depth and personal nature of what's shared on these calls, everything discussed must be treated as sensitive and confidential — held with the same care Vanya herself would bring.
Daily checklist
- Check the Discovery Call calendar (Acuity) daily for new bookings.
- Check notifications set up for new appointments.
- Also check for Google Form completion notifications — a customer may complete the form first, having come in through a funnel, before a call is booked.
Booking touch points
Once a customer books a call:
- Contact the customer within 24 hours of booking — touch base, confirm the appointment has been received, express genuine excitement to connect, and share the Google form link.
- Reiterate that the form must be completed, or the call may be cancelled — this is a qualifying step, confirming the customer is serious about the call, the work, and joining Vanya's world.
- A quick, personal WhatsApp touch point is far more effective than relying on Calendly's automated reminders alone.
- Send a second, simple reminder in the lead-up to the call — minimal, warm, e.g. "Looking forward to our call tomorrow, see you then."
During the call
- The call must be recorded to iCloud so the information is retained.
- Use Zoom AI notes or transcripts during the call to help consolidate the information covered.
- Take notes during the call — these get forwarded on to help the team oversee the customer's journey.
After the call
- If a sale hasn't been made on the call: send a follow-up email summarising the call and recommendations, reiterating the customer's pain points and offering the solution — using the Post-Discovery Call Follow-Up Email Template (see appendix). Once this follow-up email has been sent to the customer, forward it on to [email protected] so the admin team can retain this information in the customer's CRM profile.
- If a sale still hasn't been made at that point: send a further follow-up 24 hours later — see script suggestion below.
- Add the Zoom AI notes or transcript to a Google Doc, then upload it to the Dropbox link (Eclipse Discovery Calls): https://www.dropbox.com/scl/fo/z498pl1euz2jdbzobptc8/ANYlxkfYUKiNsMCp0eSYaoA?rlkey=rhoqwp0np64g23kh4ijd8hvt6&st=f815jel9&dl=0. File it with the title formatted as: client level (1, 2, 3 or 4) — client name — date of call.
- Update the sales log spreadsheet [LINK TO COME]. This is a shared responsibility between the Successor and the Setter, to ensure it is logged.
Communication with the Setter
- Update the Setter (Stephanie) on how each call went, so she can update the log for the wider team to see, support, and help the customer's journey along.
Script suggestions
Keep these warm and personal — write them the way Gabriela would actually speak.
Script — booking confirmation (within 24 hours):
Hey [name], I've just seen you've booked in a Discovery Call for ECLIPSE — I'm so excited to delve in deeper with you and support you with wherever your journey might be, and offer anything you need there. I've been working with Vanya and have been a student of hers for [X] years, so I'm really excited to be able to share some ideas with you. Before we speak, could you fill out this quick form so I can get to know you a little before our call: [GOOGLE FORM LINK] — it just helps me hold the space properly for you, so please do fill it out, as your call may be cancelled if it isn't completed beforehand. Can't wait to connect!
Script — pre-call reminder:
Hey [name], just a quick one — can't wait to speak to you tomorrow / in an hour! See you there 🤍
Script — 24-hour follow-up after the post-call summary email:
Hey [name], what are your thoughts? I loved speaking with you and hope the summary I sent over reflected everything we spoke about. If it would help, I'm also happy to send over the recording so you can look back through our time together and let it all land again. I'd love to know — are you ready to move forward with this?
Appendix: Post-Discovery Call Follow-Up Email Template
For use after a discovery or clarity call with a potential customer — this is the email the Successor sends when a sale hasn't been made on the call.
How to use this template
Before sending, fill in:
- [CUSTOMER NAME] — their first name
- [TEAM MEMBER NAME] — the name of the person who held the call
- [PROGRAMME NAME] — the specific offer (e.g. ECLIPSE, SUPANOVA, Living Goddess Retreat)
- [PROGRAMME LINK] — the checkout or sales page link
- [BULLET POINTS] — 4–6 personalised reflections pulled directly from the call notes (what they shared, what they're ready for, what called them to reach out)
- [OFFER DETAILS] — any specific bonuses, pricing or time-sensitive notes
- [CLOSING DETAILS] — dates, access details, next step
Keep the personalised bullet points specific to this person. The more it mirrors back what they actually said on the call, the more powerfully it lands.
Subject line options
- Your next step — [PROGRAMME NAME]
- From our call — what I heard, and what's possible for you
- It was so good to connect — and here is what I felt
- A reflection from our conversation
Email template
Beloved [CUSTOMER NAME],
It was truly beautiful to speak with you.
What you shared on our call stayed with me — and I want to reflect it back to you, because I think sometimes we need someone else to hold the mirror before we can see clearly what is already there.
[TEAM MEMBER NAME], from what you shared, here is what I heard:
- [PERSONALISED BULLET — e.g. You are ready to stop working reactively and begin building from a place of real clarity and intention]
- [PERSONALISED BULLET — e.g. You are craving a container that actually meets you at the level you are operating from]
- [PERSONALISED BULLET — e.g. You want a clear path forward — not more information, but real transformation with structure and support]
- [PERSONALISED BULLET — e.g. You are ready to be seen, held and guided by someone who truly understands the depth of where you are going]
- [PERSONALISED BULLET — e.g. You know something needs to shift, and you know you cannot do it alone]
This is exactly what [PROGRAMME NAME] was created for.
Not to give you more to carry — but to meet you where you are and walk with you into what is next.
You can explore everything that is included here: → [PROGRAMME LINK]
[OFFER DETAILS — e.g. As discussed on the call, I am able to honour the following for you:]
- [BONUS or PRICING DETAIL — e.g. $X off your investment]
- [BONUS or PRICING DETAIL — e.g. An extended access period]
- [BONUS or PRICING DETAIL — e.g. A personalised onboarding session]
- [BONUS or PRICING DETAIL — e.g. Direct support throughout your journey]
[TIME SENSITIVITY — optional, only if genuine — e.g. I do want to be honest with you — this pricing and these bonuses are only something I am able to hold for a short window. If this feels aligned, it is worth locking in sooner rather than later.]
If you have any questions at all, simply reply to this email. I am here.
[CLOSING DETAILS — e.g. The next intake begins [DATE]. Your place is ready whenever you are.]
Trust what you already know.
With love, [TEAM MEMBER NAME]
On behalf of Vanya Silverten
