The Heart of Your Business: the Front Desk

The Heart of Your Business: the Front Desk by Jennifer Devlin, Medspa Marketing Institute

Here are just a few quick words on the important of a well-trained reception / front desk staff for spas and medspas.

Your front desk staff can make or break your business. If not properly trained to close a sale, you can watch your marketing dollars go right out of the window. They will be using the most important tool in your business, the telephone – so leave nothing to chance and set up phone etiquette standards.

Develop a phone script system for all aspects of your business:

• Script how your staff will answer phones
• Script how your staff will handle walk ins
• Script how your staff will confirm appointments
• Script how your staff will book promotions

Instead of hiring young college coeds (that may look beautiful) for minimum wage, hire the best you can afford. In fact, you could go so far as to hire professional telemarketers and station them in a separate room away from the front desk to close/upsell/confirm appointments.

By doing so, you will boost the number of appointments that you book significantly.

The Medspa Marketing Institute offers affordable in-spa training of your staff and front desk and can develop effective phone scripts for you.  Please contact us for more information.