10. Checkout

Scope

Definition

Checkout ends the visit. Every client leaves with 4 things: clear aftercare, a correct bill, the next session booked and a warm goodbye.

Applicable to
  • All clients, at the end of every visit
  • Done by the Relationship Manager. No Relationship Manager available: the Floor Manager or the Center Manager does the checkout.

What You Need

Procedure

Sr Step Time By
Previous:
After a treatment: 9. Post-treatment care, step 8 is done.
No treatment today: 6. Closure, step 13 is done.
Follow-up consultation (no new plan): 5. Consultation, step 19 is done.		 - -
1 Welcome the client back at the desk: stand up, smile and use their name. Offer water.
Ask: "How was your session today?"		 Relationship Manager
2 Settle the bill:
• mark today's session as used in Zenoti
• tell the client clearly: "That was session 2 of 6. You have 4 left."
• collect the amount due, or note the EMI (interest-free up to 6 months)
• consultation fee: only when the client did not pay for a package or services today. Products only: adjust the fee against the product price. Second or third consultation after a paid first one: invoice of 0
• share the receipt on WhatsApp or email
⚠ The bill must match the quote. If it does not, check it before the client pays.		 Relationship Manager
3 Book the next session now, before the client leaves: "Your next session is due on [date]. Does Thursday at 11 work?"
Use the gap the Doctor set. Follow Booking.
✓ Never leave it as "I'll call you later."		 Relationship Manager
4 Ask for feedback: "On a scale of 1 to 5, how was your visit today?"
• 5: thank the client and ask for a Google review. Zenoti sends the link on WhatsApp.
• 1 to 4: find out why the client is not fully happy. Follow Client feedback. The Center Manager calls the client back the same day, see Follow-up.
⚠ Never talk about a problem at the desk. Move the client to a quiet room.		 Relationship Manager
5 Stamp the checkout time in Zenoti. Follow Check-ins. <1 min Receptionist
6 Walk the client to the door. Thank them by name.
Say: "See you on [date]. Message us anytime if you have a question."		 1 min Relationship Manager
7 Close the visit in Zenoti: session done, next session date, feedback score and any notes. Relationship Manager
End: the client has left with clear aftercare, a correct bill, the next session booked and a warm goodbye.
After the visit: Follow-up.		 - -

Checklist

Tick these for every client before they walk out.

  • Aftercare explained in the room
  • Session marked as used, sessions left told to the client
  • Payment collected, receipt sent
  • Next session booked
  • Feedback score asked (1 to 5)
  • Checkout time stamped
  • Walked to the door, thanked by name
  • Visit closed in Zenoti