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Golf Cart Rental Customer Journey & GHL Workflow Map

GHL centralizes lead capture, missed-call text back, follow-ups, reminders, staff notifications, reviews, and reactivation while Rent Centric continues managing 34-cart inventory, availability, agreements, and rental records.

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Sample Journey

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CustomerThe customer journey will appear here.

Staff / GHLThe staff or system action will appear here.

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Visual Workflow Map · Golf Cart Rental GHL System

Website Inquiry Form Fields

When a customer fills out the website form, these fields are captured before CRM entry and pipeline creation.

Full Name *Customer's name

Phone *Primary contact number

Email *For confirmations & follow-ups

Rental Start Date *When they want the cart

Rental End Date *When they'll return it

Number of Carts *How many carts needed

Pickup or Delivery Preference *Customer selects pickup from rental location or delivery to their address

Delivery AddressRequired if delivery is selected

Special NotesAdditional requirements or questions

Example Confirmation SMS: Hi {{contact.first_name}}, thanks for reaching out about golf cart rentals! We received your request and our team will check availability and get back to you shortly.

GHL CRM Actions

Applied automatically after lead capture from any source:

Create/Update ContactContact record created or updated in GHL

Tag AddedGolf Cart Rental Lead

Opportunity CreatedPipeline: New Lead / Inquiry Received

User AssignedStaff member assigned to the lead

Internal NotificationSMS + email sent to assigned user with lead details

Confirmation SentCustomer receives confirmation SMS and email

Missed Call Text Back

Tourists often call multiple rental companies — fast SMS response captures the lead before competitors do.

TriggerCustomer calls but the call is missed

Auto SMS SentImmediate text back to the caller

Contact CreatedNew contact if not already in CRM

Opportunity CreatedAdded to pipeline as New Lead / Inquiry Received

Staff NotifiedInternal notification sent to assigned user

Example Auto-Reply SMS: Hi, sorry we missed your call! Are you looking to rent a golf cart? Reply with your rental dates and how many carts you need, and we'll check availability for you.

No-Response Follow-Up Sequence

If a lead doesn't respond or book, GHL automatically follows up at strategic intervals before marking as lost.

15 MinutesFirst follow-up SMS after initial inquiry

24 HoursSecond follow-up if no reply

48 HoursThird follow-up attempt

Final AttemptLast message before marking lost

After Final AttemptOpportunity moved to Lost / No Response

Example Follow-Up SMS: Hi {{contact.first_name}}, just checking if you're still looking for a golf cart rental for your trip. We'd be happy to help check availability!

Booking Confirmed

When staff marks an opportunity as Booking Confirmed, these automations fire:

Customer NotificationConfirmation SMS + email sent to customer with rental details

Tag AddedContact Tag = Booking Confirmed

Reminder Workflow ScheduledPre-rental and return reminders queued based on rental dates

Internal Task CreatedStaff task for cart prep, pickup readiness, or delivery logistics based on customer preference

Example Confirmation SMS: Your golf cart rental is confirmed for {{rental_start_date}}! We'll send a reminder before your rental. Contact us if you need to make any changes.

Pre-Rental & Return Reminders

Automated reminders sent to both customer and staff at key moments around the rental window.

24 Hours Before Rental — Customer Reminder SMS + email with pickup/delivery details and what to bring

24 Hours Before Rental — Staff Internal reminder to prepare cart(s), confirm pickup/delivery details, and review rental notes

Before Return Time — Customer Return reminder SMS sent a few hours before rental is due back

Before Return Time — Staff Internal alert for return processing; follow-up task created if not returned on time

Example Customer Reminder: Reminder: your golf cart rental starts tomorrow! Please have your ID/payment details ready. We look forward to seeing you.

Example Return Reminder: Friendly reminder: your golf cart rental is due back today by {{return_time}}. Contact us if you need help or want to extend your rental.

Post-Rental: Review & Reactivation

After the rental is completed, GHL automatically follows up for reviews and enters the customer into a reactivation list.

Thank-You MessageSMS + email thanking the customer for their rental

Review RequestLink to leave a Google or platform review

Tag AddedContact Tag = Past Customer

Reactivation ListCustomer enters seasonal campaign list for future tourist season promos

Example Review SMS: Thanks for renting with us! We hope you had a great experience. Would you mind leaving us a quick review? {{review_link}}

Rent Centric Integration

Two options for how GHL and Rent Centric work together:

Option 1: GHL + Rent Centric

Option 2: GHL as Main Front-End

Rent Centric Continues Handling 34-cart inventory · Rental availability · Rental agreements · Payment records · Rental records

GHL Handles Lead capture · Missed call text back · SMS/email follow-ups · Booking reminders · Review requests · Customer reactivation · Pipeline visibility · Internal task reminders · Post-rental follow-up

GHL as Main Front-End GHL handles the customer-facing journey from inquiry to booking request, including pickup/delivery preference. Staff then checks Rent Centric for inventory before confirming the booking.

Rent Centric as Backend Used only for inventory management and rental agreement processing. All customer-facing communication flows through GHL.

Staff Automations & Notifications

Internal notifications keep staff informed at every stage without manual checking.

New Lead AlertSMS + email to assigned user when new inquiry arrives

Booking Confirmed AlertNotification when a booking is confirmed

Cart Prep Reminder24 hours before rental — prepare and inspect cart(s)

Delivery/Pickup ReminderDetails sent to staff for delivery logistics or pickup readiness

Return Due ReminderAlert when rental return time is approaching

Overdue Return Follow-UpTask created if cart not returned on time