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[PODCAST] Episode 41: Handling the Phones for Optimal Results


Luis Trevino


May 2, 2019

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In the previous episode, we told you we wanted to provide tactical & educational content for you to take back to your business. So let's talk about a vital tool for marketing: how to handle the phones to get optimal results. For this educational journey, we have some recorded phone calls to set examples of good and bad interactions. We'll break down each one for you to implement the optimal practices at your business. So make sure to listen in. Plus, we invite you to send the link of this episode for your staff -think of it as an express training! 

Many of our clients have a lack of transparency & awareness about what is happening at the front desk. Unfortunately, this may reflect negatively on your overall business appeal. After all your digital marketing efforts, often phone calls are the first physical interaction you have with your new and recurrent customers. Your staff must be ready to match the excitement your marketing built to make an outstanding first impression. If this first impression is unsatisfying for the potential customer, it is less likely they will schedule, or they won't show up at all. You don't want to miss all your hard work due to a weak phone call. 

Foundations: It’s all in the Mindset! 

We are in the aesthetics field and so you want each interaction your customer has with your business to be remarkable. Your customer is paying to feel like a million bucks, and there is a ton of competition out there! Make sure your team is ready to provide the VIP vibe to position yourself at the top. 

The goal of each call is to add-on to the momentum and build excitement towards scheduling a consultation. You want to sound happy and excited! Getting people to work at the front desk shouldn’t be taken lightly. You must find someone committed and with excellent customer service skills. Look for self-motivated people who'll love your business as much as you do! -or at least as close as that can get. It’s a mixture of the right buildable characteristics and personality.

It's so lovely to meet you, Mr. Customer! 

When you get a call, the first thing on your mind must be to build rapport. You want your customers to feel comfortable and glad to hear the voice on the other side of the line! Develop a conversation leading to a consultation and a wise purchasing decision. Use this two-way communication to your advantage. Understand where your customer is in their self-care journey at the moment and how your business can help solve the problems they might have. To this end, staff should get training to answers all the FAQs the company receives over the phone.    

Pro tip: Keep essential information for staff updated & at hand! And make sure to update it every 3 to 6 months to provide all the information and tools they might need to handle the phone calls. 

Staff tip: Make sure you are in a good mood when answering the phone. Try your best to share the joy in every single interaction. Drink your favorite beverage, do some quick desk exercises, listen to an empowering song, and SMILE! Even if your day is not going so great, you can turn that around. Do what you need for you to be ready to be the face (and voice) of the company! Don't forget you are an essential step for the aesthetic practice to succeed! 

Great Expectations. 

Phone operations are very valuable. A lot of practices don't have Standard Operation Procedures (SOP), which make the front-desk work a lot more complicated. Setting up a system for every member of your staff is critical for optimal performance. Provide tools & tactics to make the onboarding process for new customers as smooth and consultation-guaranteed as possible. If you want to know more about this Standard Operation Procedures (SOP), make sure to stay tuned for our next episode. We'll talk about these practices in-depth, but for now, let's take a look at the essential steps to take when handling your phone call: 

Follow up as soon as possible. 

You want to make sure to get in contact with every lead your marketing generated. Even if people contact you after business hours, the answer must be prompt. Think about competition and conveniency. You want your practice to thrive and staying sharp in your communication with customers is a necessary first step. People value how fast you respond to them! You don't want them to get irritated and reach for another practice that might answer quicker. Follow up strategically, choosing the best hours: during the morning, lunchtime or the afternoon when people get out of work. 

Pro tip: Add automation! You can't stay monitoring 24/7 what is going with phone calls and client interactions. But you can surely add a mixture of automated phone calls, text messages, and e-mails. Keep in mind you want to reach those 8-12 contact points to stay relevant in your potential customer's mind.

Are you ready for the consult? US TOO! 

Make sure to schedule people as soon as possible. Anything longer than a week or a week and a half can kill the momentum for your customers. Then again, they might start looking for another provider that might be available sooner. If you have a hectic agenda and it turns challenging to schedule... congratulations! You’ve reached a stage where you should grow your business and hire more people to keep up the excellent work.

Uncool answering machines are dangerous. 

People don't like to listen to never-ending stories from a machine. Take a minute and look over the way your answering device is currently working. Do you like what you hear? Is it frustrating in any way? How long does it take for you to get to someone who can help you with your particular requirements? You must keep it short & efficient for your customers to feel comfortable with the service! Be mindful of the word count and keep it simple and sweet. 

So, are you into the phone function? 

You want your staff to understand the reach & possibilities that their front-desk job means to your business. We'll say it over and over again, but you NEED people dedicated enough -maybe a little over enough.- Being responsible for following up with the leads your marketing generating is essential. Make someone accountable for what happens at the front desk to avoid misunderstandings and miscommunication between different staff members. Your front desk must have reliable communication & be fondly organized. Profiling your staff is essential! Do your best to make sure you assign the proper person for each role.

Being able to close the deal with the leads you got after your marketing investment requires a smart human touch! We want to encourage you to analyze the current status of your front desk and make sure to implement SOPs, and the necessary tools to achieve optimal results. We hope this information proves itself useful for your practice! Make sure to check out our blog post with more tips & tricks to optimize your front desk to the limit! 


Welcome everyone to the Med Spa Accelerator Podcast! Brought to you by CAS Clinical Consulting & Everable Marketing! We’re excited to bring this podcast to you where we’ll be discussing the latest hacks and best practices in marketing and running a profitable medspa.

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We Partner With You To Create 7 Figure Med Aesthetics Practices

My name is Luis Trevino and I’ve been where you are. I’ve built and ran a few 7 figure businesses and have been stressed out, overworked, and hanging on by a thread. Despite that, I still love what I do and like you, it was never about the money – it was the passion that drove me towards helping others. However, even if your financials look great, there’s something to be said about the number of hours you work each week…and the emotional toll it’s taking on your family and loved ones.


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