TASK03 - Relationship manager

Client visit tasks

Client reception

  • Greet the client
  • Seat the client and offer a refreshment

Treatment coordination

For new clients:

  • Give the consultation form and guide the client through it (build rapport and understand their concerns)
  • Do the skin and body analysis. Follow 4. Skin & body analysis
  • Refer the client to the Doctor for consultation

For existing clients:

  • Check with the Doctor to confirm the treatment plan
  • Refer the client to the Doctor for a follow-up when needed or when the client asks

Post-treatment care

  • Take client feedback verbally
  • Offer a refreshment
  • Explain the post-care information
  • Book the next appointment

Closure

  • Upgrade the client's existing package (BTC)

Checkout

  • Print, explain and hand over the prescription and treatment plan
  • Offer the prescribed retail products
  • Prepare and print the invoice
  • Present the invoice to the client
  • Take the payment
  • Thank the client and see them out

Follow-up

  • Send post-care information via WhatsApp, until Zenoti sends it VERIFY: question M6
  • Call each client on Day 2 after a treatment, and the same day when they report a problem. Follow Follow-up
  • Call clients whose next session is due and not booked
  • Call your existing clients who did not book at Closure: Day 2, 10 and 15
  • Call back leads with a price or discount question from the pre-sales group
Routine tasks

Daily

  • Check the day's roster in Zenoti
  • Call your clients the day before their appointment, and again 2 hours before to confirm. Tell the Floor Manager who confirmed. Follow Follow-up
  • Know the EMI terms (interest-free up to 6 months) to offer them at Closure and Checkout VERIFY: question T10
  • Join the Daily Huddle
  • Share the day's closure numbers with the Center Manager: consults seen, closed today, closure % (closed ÷ consults), amount closed (₹), and follow-ups due today and done
  • Count retail product stock and update the Excel sheet

Weekly

  • Join the Weekly Center Meeting
  • Share incident reports with the Center Manager
  • Report the appointment-to-footfall ratio VERIFY: question T11
Team & growth tasks

Training

  • Follow the training program

Leadership

  • Coordinate with doctors and reception for smooth client flow
  • Report safety, equipment and client issues promptly