Zenoti check-ins

Scope

Definition

Check-ins are the timestamps we take in Zenoti at fixed moments of every client visit. They show how long each part of the visit takes.

Applicable to
  • Floor Manager, Receptionist and Relationship Manager
  • Every client visit, every center

Why it matters

Sk why
  • On time for the client. We see waiting time and late starts, and fix them.
  • Better planning. Real service times make the roster right.
  • Fair numbers. Weekly and monthly reports and staff KPIs use these times.

How it works

Sk steps
Scheduled

The planned start time of the appointment.

Check-in

The time the client reaches the reception.

Service start and end

The start and end of each service. A consultation is a service, and a treatment is a service.

Checkout

The time the client leaves, after payment.

Where each check-in happens

The check-ins in the order of a visit. The steps follow the Client Visit Journey.

Check-in Moment Visit step Done by
Scheduled The appointment is booked Booking, before the visit Floor Manager
Check-in The client reaches the counter 2. Reception Receptionist
Service start The consultation begins 4. Skin & body analysis (new client) or 5. Consultation (existing client) Relationship Manager
Service end The consultation is finished 5. Consultation Relationship Manager
Service start The treatment begins 7. Pre-treatment care Relationship Manager
Service end The treatment is finished 9. Post-treatment care Relationship Manager
Checkout The bill is closed and the client leaves 10. Checkout Receptionist

Best practices

Sk tips
  • Stamp in the moment. Take the timestamp when it happens, so the time is real.
  • One owner per timestamp. Each person knows which timestamps are theirs.
  • Check before the client leaves. All timestamps of the visit are done before checkout.
  • Use the numbers. Look at waiting and service times in the weekly meeting and agree one improvement.

Mastery

Sk levels
  • Observe Watches a colleague take the timestamps of a full visit.
  • Assist Takes the timestamps with a colleague checking them.
  • Supervised Takes all own timestamps on time; a manager checks the day report.
  • Independent Takes all own timestamps on time, every visit, and can coach others.