BOOKING A HOLISTIC ACNE CONSULTATION

 

Policy

1. Should a New Client Have Questions Regarding Our Clinic Acne Program, 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 Holistic Acne Consultation 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 Holistic Acne Consultation for a new client!!!!

 

1. 1. Navigates to Zenoti to schedule a Holistic Acne Consultation

 

1. 2. Asks the new client:

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

 

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. Looks 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. Holistic Acne 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. 9. Clicks “Save”

 

1. 10. Informs client, "We also need to book you for an Orientation Call with one of our Estheticians so they can go over the commitment, pricing of the program and answer questions you may have".
        
   11. Searches the Zenoti schedule for an available time that fits their schedule best 
        
   12. Schedules a 15-minute Orientation Call, right Click day & time chosen by the client and click "New Appointment"
        
   13. Selects from ‘Service’ dropdown box and selects:
        
       1. Acne Program Orientation Call
           
   14. Informs client they will receive an email confirmation for both appointments

 

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.”

 

1. 12. Collects client credit card information in Guest Profile
   13. Instructs client of next steps they need to take:
       1. "You will receive several emails from us. We need you to create a Clear Connection account which is our online client portal. This is where you will fill out a Health Questionnaire for your Consult and also where you will do all your checkins if you move forward with the program. This email will take 2 hours to arrive."
       2. "In a separate email, you will get a link to our Patient History, we also need this completed"  
       3. "Can you please complete both of these in the next 48 hours?"

 

1. 13. Instructs client to arrive 20 minutes early to allow time for traffic and sign any necessary paperwork if they cannot do it online.
        

1. 14. Thanks the client for calling
        
   15. In Trello, navigates to the Front Desk Admin board and adds a card 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)