This is a UNIVERSAL phone call script that can be used for new patients coming in through any type of marketing campaign.

Script

Part 1: Connect & Identify Problems

“Hey there, it’s [your name] with [name of your clinic], is this [prospect name]?” 

“Hey yes it is”

“Hi, ok perfect, I’m responding to your request to learn more about [Special Name] (OR you can also mention specific issues they mentioned over text). 

“Oh hi! Yes sure”

“Great. So just curious… have you had any professional aesthetic treatments before?

*If YES:

“How long ago was that? How was it for you?”

*No matter what they say here, continue below even if NO:

“Gotcha!  Ok…well I am so glad to talk to you because what WE love to do, especially for our new patients, is to bring you in for a complimentary consultation and give you a complete education on exactly what is happening to you as you age at this stage in your life and discuss the changes in your facial structure, volume loss, the wrinkles setting in and the changes in your skin & body.

Because…

We feel that the more educated you are about yourself and why these bothersome issues are happening (other than we are all just getting older!) the better consumer you will be with us or anywhere else! How does that sound to you? 

Do you have any specific types of these concerns that are on your mind right now?”

“Uhm, ya my jowls are bothering me, wrinkles, pigment…”

*Here it’s important to determine the prospect's main aesthetic concerns before continuing. It’s much easier to sell the consultation when you can frame it as the SOLUTION to their problem.

Part 2: Sell The The Consultation

“I completely get it! This is perfect timing because right now we have a special welcome package called the $99 New Client Promo. 

The entire package has a total value of [$500] but what we’re going to do, is give it to you for [$99]. 

It includes the full educational consultation [consultant/aesthetician/nurse/doctor name], who [describe the provider's expertise here.]The whole visit will be educational and never intimidating! You’ll walk out with a crystal-clear roadmap for improving your appearance quickly and continuing to improve it tomorrow, next month, next year and for the rest of your life!.But… everything in baby steps! We know that everyone has a budget and a schedule so we’ll work together to devise a plan that works for YOU.

*It’s important to HYPE UP the provider as much as possible to build a frame of expertise. ie: “she is an expert in anti-aging skin treatments to help with pigmentation, fine lines & wrinkles, and skin laxity, and her clients get amazing results!”

“You’ll also receive a FREE intro session of [injectables/body sculpting/skin treatment name] to make it easy to try out our treatments.

Finally, you’ll also get [bonus 1, bonus 2, etc] to make this visit a bit more exciting!

HOW DOES THAT SOUND?”

“Yes sounds good”

Part 3: Confirm The Appointment

“Great! So, we are open [Weekday-Weekday from Xam to Xpm], with the 1st appt at Xam and the last appointment arrival time at [Xpm] and we are located at [address and/or suburb Name].  “Ok, perfect, so what part of town are YOU in and what is your schedule like? *At this point you are pulling up the schedule availability on the CRM while they are talking.“Well, I live in the west part of town but work downtown until 3 but could get there on Tuesdays or Thursdays in the morning?”

*Feel them out but keep directing by saying you are looking at the schedule. Be ready to give them a few time options to prevent the back and forth.

**Once you have set their appt time and date, write it in your notes and REPEAT IT to the prospect at the end of the call. 

“GREAT, so I just need to get a little information, put it in my system, and then I’ll send you a text shortly with confirmation and address and info… 

What’s your date of birth? Address?”… (collect whatever your CRM requires for appts)

Part 4: [IMPORTANT] A/B Credit Card Close

“Wonderful! So just one last thing - we do have a very busy office so no shows really disturb our schedule. To avoid any no-shows and for your appointment to get locked into our calendar with the savings, we take a [deposit amount] to reserve your spot.”

“You can either just tell me your card number and I can take care of it for you! Or if you don’t feel comfortable with that (which I totally understand), I can send you a link to your phone, and you can do it yourself!”

What works better for you [NAME]?”

From here, you can send the person your payment link, or your collect payment 

 *Ideally, run the card while on the phone, as sometimes they give a wrong number on purpose or by mistake and you would have to call them back.

**If you don’t run the card while they are on the phone, having them repeat it a second time “just to confirm” may deter them from giving a fake number since they may not remember what they told you.

***Put the credit card info in your CRM and send a confirmation text immediately with the date, time, address, phone number, website/, your name, and mention to kindly let you know of rescheduling or canceling 24 hrs in advance of appt. Attach the $50 receipt, which can usually be done from your CRM.