6. Closure

Scope

Definition

Closure is the visit stage where the client agrees on a treatment plan, understands the quote and books the sessions.

Applicable to
  • All clients, right after the Doctor consultation
  • New client: the Center Manager. Center Manager not free: a Relationship Manager does the closure, and the Center Manager assigns the client to a Relationship Manager at the end of the day. VERIFY: to confirm (question A16)
  • Existing client: their Relationship Manager.
  • At Closure every new client is assigned to a Relationship Manager, whatever they decide: a package, a consultation only, or a treatment the same day.
Stages

What You Need

Procedure

Critical
  • Discount above 15%: only with the Founder's approval.
  • Never promise results the Doctor did not promise.
  • Medical worry: bring the Doctor back for 2 minutes. Never guess.
  • Every client gets a written quote. Never give verbal prices only.

Prepare the closure

Stages
Sr Step Time By
Previous: 5. Consultation, step 19 is done. - -
1 Get the Doctor's handover. Read the Doctor's notes in the "Prescription" field in Zenoti:
• the plan: concern, treatments and number of sessions
• the client's goal, in their own words
• the client's "why": an event, confidence, a past bad experience
• what the client liked, and what they were unsure about
New client, bigger plan, or unclear notes: join the end of the consultation. The Doctor briefs you in 1 minute, in front of the client.		 2 min Center Manager
Relationship Manager
Doctor
2 Get ready for the conversation:
• fill the Leor quotation sheet with the Doctor's plan
• open the video or slide set of each treatment in the plan, on the tablet or TV
• pull up the client's "before" photos from the consultation, if taken		 3 min Center Manager
Relationship Manager
3 Check the discount now, not later: the coupon codes (packages up to 10%, single treatments up to 15%) follow the Center Manager's rules (when to use them, and whether you need permission). VERIFY: may the Relationship Manager use them alone (question C64) Above 15%: the Center Manager asks the Founder. VERIFY: or a coupon code from Ajay or Santosh (question A15)
⚠ Discount above 15%: only with the Founder's approval.		 Relationship Manager
Center Manager

Guide the client

Stages
Sr Step Time By
4 Welcome the client in a comfortable, private place: a separate room, or a quiet corner of the reception seating area, depending on the center and how busy it is. Offer water or tea. Sit beside the client, not across a desk. 1 min Center Manager
Relationship Manager
5 Listen to the client:
• sum up the Doctor's plan in your own words: "Doctor [name] recommended [treatment] for your [concern]. How do you feel about that?"
• ask why they want this, and why Leor: "What made you want to start now?" "Have you had treatments somewhere else before? How was it?"
• listen fully, and fill any gaps in simple words
✓ The client never has to repeat the consultation.		 Center Manager
Relationship Manager
6 Agree on the goal:
• say it back: "So you want [goal] by [date]. Is that right?" Wait for a "yes".
• ask about timing and budget, gently: "Full plan now, or start with step one?"		 Center Manager
Relationship Manager
7 Show each treatment in the plan, 2 to 3 min per treatment:
• play its video or slide set
• pause and point: "This is how it's done. This is how it feels. This is when you'll see results."
• show 2 to 3 before/after results of similar clients
• show the client's own photo next to the goal, if we have one
✓ Only the treatments in the client's plan. Never the whole list.		 2 to 3 min Center Manager
Relationship Manager
8 Explain the journey, not just the price:
• a simple timeline: Session 1, Session 2 … results by month [number]
• the aftercare, and what we do if the client has a concern after a session
⚠ Never promise results the Doctor did not promise.		 Center Manager
Relationship Manager

Close the plan

Stages
Sr Step Time By
9 Show the quotation:
• walk through it and point to 3 things: actual price, what the client saves, what is free
• show the 3-month and 6-month EMI, so the monthly amount feels easy. EMI up to 6 months is interest-free: Leor pays the interest
• the quote is valid for 15 days. Offers apply only within their marked period
• then stop talking, and let the client think
⚠ Every client gets a written quote. Never give verbal prices only.		 Center Manager
Relationship Manager
10 Ask for the booking: "Shall we book your first session? Thursday or Saturday?"
If the client hesitates: ask "What is stopping you?" and answer that one worry. Follow Negotiation & objection handling.
Client does not book today: the client pays the consultation at 10. Checkout, then follow Follow-up.
⚠ Medical worry: bring the Doctor back for 2 minutes. Never guess.		 Center Manager
Relationship Manager
11 Confirm the booking and the payment:
• collect the payment now, mostly as an advance (how much: the Center Manager's or Relationship Manager's judgement), or at least before the first treatment, and share the receipt
• payment terms: full advance (with or without a loan), 2 instalments, or spread over the sessions for at most 2 months
• client books a package or services today: no consultation fee
• client buys products only: the consultation fee is adjusted against the product price
• exceptionally: the Center Manager or Relationship Manager may postpone the payment to 10. Checkout
First session not today: book session 1, and session 2 if you can.		 Center Manager
Relationship Manager
12 Get the consent forms signed and give the pre-care tips. Center Manager
Relationship Manager
13 Record the closure the same day, before you leave: status "Closed", amount, plan, session dates and the client's "why".
New client: assign the client to a Relationship Manager in Zenoti. VERIFY: Zenoti field for the assigned Relationship Manager (question M10)		 Center Manager
Relationship Manager
Next:
Treatment today: 7. Pre-treatment care
Treatment on a later date, or no booking today: 10. Checkout		 - -