BOOKING NEW NON-ACNE CLIENTS 

 

Policy

1. Should a New Client Have Questions Regarding Our Services, the Front Desk Associate is to Transfer the Phone Call to Management, the Asst Manager or an Available Esthetician

2. The Front Desk Associate is NEVER to Talk to New Clients About Our Services, Pricing or Attempt to Answer Any Questions

 

• A call from a new client is one of the most important calls our company can receive. A Front Desk Associate does not have the required training or experience in skincare to handle these phone calls. Our company has a no tolerance policy for any team member who breaks this policy.

 

Tasks

 

 

When a new client calls to schedule a Complimentary Skin Consultation or Service and if they do not have questions, the Front Desk Associate:

 

***Only if the client does not have questions about our services, can the FDA schedule a Complimentary Consultation for a new client!!!!

 

1. 1. Navigates to Zenoti to schedule a Complimentary Consultation

 

1. 2. Asks the new client:

“Do prefer a morning, afternoon or evening appointment?”

“Will this be for just a consultation or would you also like as service performed that day?”

 

1. 3. Searches the Zenoti schedule for an available time that fits their schedule best. See screenshot below.

 

1. 1. 1. Available (open) times are in white on the calendar
      2. If they want to schedule only the Complimentary Skin Consultation, look for a 30-minute time slot at their preferred time of day
      3. If they want a service in addition to the consult, look for a 1-hour time slot at their preferred time of day

 

1. 4. Offers the first time slot they find that fits their schedule accordingly
      1. If this time does not work, search for the next available slot till you find one that works

 

1. 5. Right Click day & time chosen by the client and click "New Appointment" After selecting the day/time it will open the appointment screen to the bottom of your screen where you can now enter the client’s personal information. See screenshot below.

 

1. 6. Selects from ‘Service’ dropdown box and selects:
      1. Complimentary Skin Consultation

 

1. 7. Enters clients First Name, Last Name, Phone Number and Email
      1. Requests client name: “can you please spell your first and last name for me?”
      2. Requests phone number and reads it back to them to confirm accuracy
      3. Requests email and reads it back to them to confirm accuracy
      4. IMPORTANT: Enter referral information for how they heard about us

 

1. 8. Types in the ‘Add Notes’ section
      1. Initials
      2. Skin concerns or reason for appointment, specify if they want a service the same day 

 

1. 9. Clicks “Save”

 

1. 10.  Informs client they will receive an email confirmation

 

1. 11. Informs client of 48-hour cancellation/reschedule policy

“Our office sends an appointment reminder via email 48 hours prior to your scheduled visit. All cancellations or reschedules must be made 48 hours prior to appointment times. The consultation is complimentary however, a fee will be charged for any insufficient cancellations, reschedules or no shows.”

 

1. 12. Collects client credit card information in Guest Profile
   13. Instructs client that they will receive an email with a link to fill out their Patient History form.  

 

1. 13. Instructs client to arrive 10 minutes early to allow time for traffic and sign any necessary paperwork. 

1. 14. Thanks the client for calling
   15. In Trello, navigates to the Front Desk Admin board and adds a card for Amanda F with the client first and last name and appointment date. (she will need to add this appointment to the Clinic Consults Trello board to monitor the forms coming in)