Booking

Scope

Definition

Booking is the step where the client's appointment is planned and saved in Zenoti, with the right service, time and staff.

Applicable to
  • Every client appointment, new and existing clients
  • Booking slots (the Zenoti roster): 10 am to 7 pm, within the Floor Manager's working hours. No client comes in after 7 pm. VERIFY: KP only, or both centers? Aundh was 9 am to 8 pm (question C59)
  • Incoming calls and WhatsApp: the Receptionist answers, then passes a booking request to the Floor Manager.
  • A client with a Relationship Manager mostly calls their Relationship Manager directly. The Relationship Manager checks the slot with the Floor Manager, who owns the roster.
  • An existing client calls the Receptionist or Pre-sales: look up the client's Relationship Manager in Zenoti and ask the Relationship Manager to call the client back quickly.
  • Every booking in Zenoti, walk-ins included: Floor Manager. No Floor Manager available (exception only): the Relationship Manager or the Center Manager.
  • The next session, at 10. Checkout: Relationship Manager, steps 4 to 6
  • A new lead's consultation, at Pre-sales: the pre-sales team, step 5 VERIFY: outside pre-sales does not book; does in-house pre-sales book (question C58)
  • Walk-in clients without a booking: follow 2. Reception.
Stages

What You Need

Procedure

Take the request

Stages
Sr Step Time By
Start: a client asks for an appointment:
• by phone or WhatsApp
• at 10. Checkout, step 3: the next session
• at Pre-sales, step 6: a new lead's consultation		 - -
1 Greet the client on the phone: "Good morning, Leor [center], this is [your name]. How can I help you?"
WhatsApp request: reply as soon as you can, ideally within 5 minutes.
Booking request: pass it to the Floor Manager.
Existing client with a Relationship Manager: ask their Relationship Manager to call the client back.		 Receptionist
2 Find the client in Zenoti by phone number.
New client: create a profile with the name and phone number.		 Floor Manager
3 Ask what the client needs: the service, or the concern.
New client: book a 20-minute consultation.
Client with a package: check the sessions left and the gap the Doctor set between sessions.		 Floor Manager

Book the slot

Stages
Sr Step Time By
4 Offer 2 open slots from Zenoti: "Is Thursday at 11 or Saturday at 4 better for you?"
Zenoti shows which slots are open. A slot cannot be booked when the Doctor or the staff needed is not free.		 Floor Manager
5 Save the appointment in Zenoti: name, phone number, concern or service, center, date and time. In the notes, add where the booking came from: call, WhatsApp, pre-sales or checkout.
✓ The appointment shows in Zenoti as "Open", with the right service, time and staff.		 Floor Manager
6 Send the booking confirmation on WhatsApp: date, time and center.
New client: add the Google Maps location and the parking or valet details.
Treatment booked: add the pre-care tips.
Zenoti sends this message automatically.
VERIFY: who sends it by hand until that works (question M6)		 Zenoti (automatic)
Next: before the visit, Follow-up. - -