How do I stop playing phone tag with new med spa clients?
By the Margin Media team · Updated
A med spa stops phone tag by never needing the second call. Book the consult during the first contact, and when a call is missed, reply by text instead of leaving a voicemail. Phone tag happens when the spa calls during work hours and the client calls back at lunch or after five, when the desk is busy or closed.
Why does phone tag happen?
Your open hours and your clients' free hours barely overlap. The front desk returns calls mid-morning, when the client is at work and can't talk about a cosmetic treatment in front of colleagues. The client rings back at lunch or in the evening. Each round costs a day, and after two or three the client gives up.
What are the steps to end it?
The aim is to finish the arranging in the first contact, and to move anything left over to text, where the two of you do not have to be free at the same moment.
- Book the consult on the first call, before answering every question the caller might have.
- Reply to a missed call with a text within a minute, naming your spa.
- Offer two specific times by text, so the client can answer with one word.
- Ask each new client whether they prefer calls or texts and record the answer.
- Keep the phone answered at lunch and after closing, when clients ring back.
- Stop leaving voicemails that only say please call us back.
When is a phone call still the right thing?
When the client asks for one, when the question is clinical and needs a provider, or when something has gone wrong. Text is for arranging. A conversation about whether a treatment is suitable belongs in the consult, with someone qualified, not in a thread with the front desk.
How does Margin end phone tag for a med spa?
A caller your desk misses is texted back within a minute from your spa's own texting number, and Mia, the AI receptionist, carries the conversation on by text. She finds an open time and books the consult onto the portal calendar, and the office is told. She also answers the phone at lunch and after hours, when clients ring back.
Texting starts once carriers approve your number, which takes from a few days to a couple of weeks. A client who wants a person gets one: Mia tells the office and steps aside.
What Margin sets up for this.
- Missed calls texted back within a minute
- Mia, the AI receptionist, on every call
- Booking onto your calendar
What a business needs is decided on its audit. It is a one-time setup fee and a monthly fee, with exact numbers on the audit.
How Margin works for med spasSee the portal with a sample businessThe Med Spa Accelerator
Related questions
Is it professional for a med spa to text clients?
Yes, when the client has given their mobile number and the texts are short and about their booking. It suits a med spa client because a text is private and can be answered at work without being overheard.
Should a med spa leave voicemails for new enquiries?
A short one is harmless, but it should never be the only reply. A med spa that follows the voicemail with a text offering two consult times gives the person something they can act on without calling back.
How many callback attempts should a med spa make?
A med spa should try by text first, then by phone at a different time of day, over several days. Vary the hour: someone who never answers at ten in the morning may answer at six in the evening.