Follow-up

Scope

Definition

Follow-up is the calls and WhatsApp messages to a client outside the visit. Before the visit, it confirms the appointment and reminds the client. After the visit, it checks how the client feels after a treatment, and keeps in touch with a client who did not book until they book or the lead is closed.

Applicable to
  • Before the visit: every booked appointment, new and existing clients
  • After the visit: every client after a treatment, and every client who did not book at 6. Closure
  • Calls: by the client's owner. A new client before a Relationship Manager is assigned: Center Manager (not free: a Relationship Manager). A client with a Relationship Manager: their own Relationship Manager. VERIFY: to confirm (question A16)
  • Messages: all sent by Zenoti, automatically. VERIFY: who sends them by hand until that works (question M6)
  • Incoming calls and WhatsApp: a client with a Relationship Manager mostly contacts their Relationship Manager directly. Otherwise the Receptionist answers, looks up the client's Relationship Manager in Zenoti and asks the Relationship Manager to call the client back quickly. No Relationship Manager assigned: the Center Manager.

What You Need

Procedure

Critical
  • Any problem with the skin: tell the Doctor the same day.
  • Complaint: reply on WhatsApp within 1 hour, call back at the time you promised, and pass it to the Center Manager at once.
Before the visit
Sr Step Time By
Start: the appointment is booked at Booking, for new and existing clients. - -
1 Day before: Call the client to confirm the appointment (the confirmation call): date, time and center.
Client confirms: tell the Floor Manager, who sets "Confirmed" in Zenoti.
Appointment before 11 am: this call is also the reminder. No reminder call on the day.
Zenoti also sends the confirmation message.
✓ The appointment shows as "Confirmed" in Zenoti.
VERIFY: confirmation call the day before, reminder call 2 hours before (question C57)		 Relationship Manager
2 2 hours before: Call the client with a reminder (the reminder call): "Hello [client name], this is [your name] from Leor. We look forward to seeing you today at [time]."
No answer: call once more, then tell the Floor Manager. Zenoti sends the reminder message.
Appointment before 11 am: no call, the reminder was given the day before.		 Relationship Manager
3 Move the appointment to a new slot if the client cannot come. Follow Booking. Relationship Manager
4 Client does not come, or cannot be reached: Keep the slot and keep calling until the end of the day. The appointment counts as missed after 30 minutes. Zenoti sends the "please rebook" message.
Client reached: rebook. Follow Booking.
Doctor or room needed for a delay or a walk-in: the slot can be used. Book the walk-in as a new appointment in Zenoti. The missed appointment stays as it is.		 Receptionist
Floor Manager
5 Client not reached by the end of the day: Mark the appointment "No show" in Zenoti. Relationship Manager
Next: the client arrives at the center, 1. Arrival. - -
After the visit: after a treatment
Sr Step Time By
Start: the client has left after a treatment, 10. Checkout is done. - -
6 Within 2 hours: Send a thank-you message on WhatsApp, with the post-care tips (PCI) and the next session date.
First visit of a new plan: add the quote PDF and the treatment video to share at home.		 Zenoti (automatic)
7 Day 2: Call the client to ask about their skin: "How is your skin today? Any questions?"
⚠ Any problem with the skin: tell the Doctor the same day.		 Relationship Manager
8 Client reports a problem (irritation, redness): Call the client back the same day. Agree what to do, and book a Doctor check if needed.
⚠ Any problem with the skin: tell the Doctor the same day.		 Relationship Manager
9 Send the NPS score request on WhatsApp. NPS is not live yet.
VERIFY: scale and timing (question M11)		 Zenoti (automatic)
10 Next session due, not booked: Call the client to book the next session. Zenoti also sends the next session reminder. Follow Booking.
• Related sessions (for example skin tightening with several technologies): remind the client firmly to book and come for every session, or the results suffer.
• Unrelated sessions (for example relaxing facials): less urgent, but the client should still use what they paid for.
• Regular client who stops coming: find out why, and what could bring them back.
VERIFY: how many days after the due date (question C61)		 Relationship Manager
11 Feedback below 5 at 10. Checkout, or a Google review of 4 or below: Call back the same day and find out why the client is not fully happy. Follow Client feedback.
• Score given after hours: call the next morning.
• Client not reachable: send a message and call again later.
A low score can make the client leave: try to solve it and keep the client.		 Center Manager
12 Send the Google review link on WhatsApp, right after a 5 at Checkout. Zenoti (automatic)
End: the client has been checked on. Before the next session: back to step 1. - -
After the visit: no booking at closure
Sr Step Time By
Start: the client did not book at 6. Closure, step 10.
New client: the Center Manager calls. Existing client: their Relationship Manager calls.		 - -
13 Agree a next date before the client leaves: "I'll call you on [date] to answer any questions."
Record the client as "Follow-up", with the reason they did not book.
✓ No client leaves without a next date.		 1 min Center Manager
Relationship Manager
14 Same day: Send a thank-you message and the quote PDF on WhatsApp. Zenoti (automatic)
15 Day 2: Call the client and ask what they are still thinking about. Center Manager
Relationship Manager
16 Day 5: Share 1 before/after or a short client story for their concern, on WhatsApp. Zenoti (automatic)
17 Day 10: Call the client and offer a free second consultation with the Doctor if they still have doubts. A paid first consultation makes the second and third free. Center Manager
Relationship Manager
18 Day 15: Call one last time before the quote expires. Ask: book now, or close the lead? Center Manager
Relationship Manager
End: the client has booked, or after Day 15 the lead is recorded as "Lost" with the reason and handed back to Pre-sales for a check-in after 30 days. - -