3. Coordination

Scope

Definition

Coordination is the Relationship Manager's first talk with the client: the concern, the intake form for new clients, and the next step of the visit.

Applicable to
  • All clients
  • Done by the client's Relationship Manager. Every client has a Relationship Manager.
  • New client (no Relationship Manager yet): the Center Manager looks after them up to 6. Closure. Center Manager not free: a Relationship Manager does Coordination and Closure, and the Center Manager assigns the client to a Relationship Manager at the end of the day. VERIFY: to confirm (question A16)
  • Other roles who join the visit:
    • Nurse: joins for specific treatments. VERIFY: which treatments (question D19)
    • Nutritionist: joins for slimming programmes.
    • Hospitality Executive: housekeeping and pantry.
Stages

What You Need

Procedure

Meet the client

Stages
Sr Step Time By
Previous: 2. Reception, step 8 is done. - -
1 Introduce yourself as the client's Relationship Manager. Relationship Manager
Center Manager
2 Take a seat next to the client. Relationship Manager
Center Manager
3 Ask for the client's concern.
The request does not match the booking: the client discusses it with the Relationship Manager. The Floor Manager decides if the roster allows it.
Roster allows it: the Floor Manager changes the booking in Zenoti, and you tell the client the new time.
Not possible: politely offer a later appointment: "We can't fit [treatment] in today, but I can book you on [day] at [time]."		 Relationship Manager
Center Manager

Fill the intake form

Stages
Sr Step Time By
4 For new clients only:
Explain the intake form to the client: "Before you see the Doctor, I'll ask you a few questions about your health and skin, so the Doctor can advise you safely. Everything you share stays private." You fill it in with the client in interview format, and you hold the tablet.
Existing client: go to step 8.		 Relationship Manager
Center Manager
5 Fill in all the data with the client. The complete name is required.
Use a soft and friendly tone, and keep the conversation private and discreet. The client may share private and intimate information.		 Relationship Manager
Center Manager
6 Give the tablet to the client to sign. Relationship Manager
Center Manager
7 Submit the intake form. Relationship Manager
Center Manager

Plan the next step

Stages
Sr Step Time By
8 Decide the next step of the visit. The Relationship Manager decides. Standard:
• New client: 4. Skin & body analysis
• Package client, routine session: a short Doctor check (on track, any issue, any change or upgrade), then 7. Pre-treatment care. A new consent form only for a new treatment. VERIFY: Doctor check before or after the treatment, and how long (question D28)
• Existing client with a new concern: 5. Consultation
• Other needs: the Relationship Manager decides another route.		 Relationship Manager
Center Manager
9 Next step not free yet (rooms, people or machines): Keep the client company and build the relationship. Use the coffee table book to tell them more about Leor.
Other clients or urgent work: offer the coffee table book for self-discovery.		 Relationship Manager
Center Manager
10 Tell the client how long the wait will be. Update the estimate if it changes. Relationship Manager
Center Manager
11 Check on a waiting client every 15 minutes. Relationship Manager
Floor Manager
12 Guide the client to the next step. Relationship Manager
Center Manager
Next:
New client: 4. Skin & body analysis
Package client, routine session: 7. Pre-treatment care
Existing client with a new concern: 5. Consultation		 - -