Procedure / Policy Overview

How to ensure our “In-Program” Clients receive treatments as outlined in our Client Agreement. Should a client be falling outside of the 2 - 3 week window they are to be contacted as outlined below to ensure the overall success of the program.

It is imperative to the success of our Acne Programs that clients uphold their commitment made in their client agreement by receiving Acne Peels every 2-3 weeks in an effort to obtain clear skin. Below you will find an outline of the appropriate time frame to contact a client and what form of contact should be made:

• The first attempt for clients who did not schedule their next appointment must be contacted by text using the below verbiage one week (7 days) after their previous appointment date.
  • Hello (Client Name), this is (employee name) from Natural Skincare and Acne Clinic. We do hope you enjoyed your peel with us on (insert date of last peel). We would like to offer our assistance in scheduling your next peel as it is imperative to the success of the program to receive treatments every two weeks. Please let me know if there is a date/time this coming week that is well suited for your schedule. Thank you and we look forward to hearing from you.
• The second attempt is to be made on the 12th day of the clients last scheduled appointment for those clients still requiring an appointment. The contact must be made via text message, using the verbiage below.
  • Hello (Client Name), this is (employee name) from Natural Skincare and Acne Clinic. We are quickly approaching the two week time frame in which you will be past due for your peel. Would you please let me know a date/time that would be convenient for your schedule to secure your upcoming appointment? Our clinic is filling in rather quickly therefore it is important we schedule as soon as possible to ensure we are consistent with your program and regimen. Please let me know when you have a moment. Thank you and we look forward to hearing from you!
• The Third attempt is made on the 15th day of the clients last scheduled appointment. This attempt must be made via telephone call, using the verbiage below.
  • Hello (Client Name), this is (employee name) from Natural Skincare and Acne Clinic. We would like to offer our assistance in scheduling your upcoming peel as we are not beyond the required two week booking which may impact the success of the program should we not see you in the next 7 days. Would you please let me know a date/time that would be convenient for your schedule to secure your upcoming appointment? Please let me know when you have a moment. Thank you and we look forward to hearing from you! You may also schedule online using the following link: https://www.naturalacneclinic.com/acne-chemical-peels/

Should we have not had success in scheduling clients after our third attempt, you are to now escalate this to the designated manager responsible for “In-Program Clients” as only two more attempts will be made in scheduling clients.

• The fourth attempt is made by a manager on the 19th day of the clients last scheduled appointment. This attempt must be made via telephone call, using the verbiage below.
  • Hello (Client Name), this is (employee name) from Natural Skincare and Acne Clinic. We have made several attempts to contact you offering our assistance in scheduling your next peel. I am concerned as it is extremely important we make changes to your regimen as your skin will acclimate to your current regimen and will no longer respond accordingly. This will interfere with reaching Clear Skin, it is not too late to get you back on track! Please contact our office directly or use the below link to schedule your next peel. https://www.naturalacneclinic.com/acne-chemical-peels/
• The fifth and final attempt must take place at day 25 and must be a bit more direct. Please contact the guest via telephone and follow up with the below text.
  • Hello (Client Name), this is (employee name) from Natural Skincare and Acne Clinic. We have made several attempts to contact you offering our assistance in scheduling your next peel. We are committed to you and your skin therefore would like to make one final attempt offering our assistance in scheduling your peel with us. Please note that if we do not hear back from you within 24 hours we will end your acne clearing program. We are really hoping for this not to be the case. Please call our office directly or use the following link to schedule your appointment: https://www.naturalacneclinic.com/acne-chemical-peels/. Thank you for your time and we are really looking forward to hearing from you to get you and your skin back on track.

As with many reports, an error or glitch may occur from time to time. Prior to contacting clients on your DOMO card, using the formality above,you must ensure the accuracy of the report by following the below steps.

• Log into your DOMO account using last pass by clicking directly on the link provided in the email or if in a coordinator position a copy of the report will be provided to you by the Operations or Program Manager.
• Search the client name in our Acuity scheduling software by using the search filter located at the top of acuity calendar on the far right hand side of the page.
• Enter the client name, scroll over the correct client and click on the client name
• Upon doing so, you will be directed to the client appointment history to include upcoming services
  • Should the client have a virtual regimen change or is scheduled for a service outside of an acne peel they will populate on the DOMO card. Please notate this on your report to provide updates.
  • If the client is scheduled for a peel or virtual regimen change no further action is required.
  • If the client has not been scheduled please proceed with the following bullets.
• Upon locating this information, please proceed to IS or InfusionSoft.
• Once logged in as trained, enter the client name and select the client needed by clicking on the client name.
• Scroll over client name, tabs will automatically populate under the client information. Select the notes tab to verify if previous notes have been left regarding scheduling Appointments.
  • Notes such as whether the client underwent surgery or COVID exposure must be read in their entirety to determine if contact is needed.
  • It is imperative to note when the client was last contacted to determine last attempt made.

Any discrepancies in the report/card must be reported immediately for correction.

After verifying the accuracy of our report and reporting any discrepancies, you must now proceed with contacting the clients as outlined in Step 1. Do note that all 3 steps can be done simultaneously or you may verify report accuracy and notes first before proceeding with Step 3.

1. Log into our Text Free App by using LastPass or the following link https://messages.textfree.us/login
2. Locate the Client Contact information by verifying in Acuity or IS.
3. Contact Clients as outlined in Step 1.
4. Note in IS under notes section the attempts made to include last attempt date and date of service.
   1. Note Description: No Appointment Booked, 1st attempt
   2. Note Body: Client was contacted on (date), date of last service was (insert date here) contacted via (vm, text or conversation had)
   3. Tag Jessi Gremely, Orders,, Designated Manager and Scheduling

• Understand our Acne Program and frequency of peels needed to achieve clear skin.
• Understand the time frame in which clients should be contacted as well as the form of contact
• Identify accuracy of DOMO card
• Following up on discrepancies of reporting if need be.
• Researching client service dates and referring IS notes to understand when the client was last contacted.
• Contact client as outlined in Step 1.
• Notating in detail your attempt number, and form of contact as outlined in Step 3, bullet 4.

Tagging the appropriate parties to ensure clear communication.