• Ask: is there a day, time or therapist you are looking for?

• Assist client in finding their preference of booking.

• Utilize Wait List, if needed.

Current Client:

• It is always best to verify the client’s info to make sure you are scheduling the correct client.

“To make sure I have the correct profile pulled up here, could you verify your date of birth”

• Ask if they will be using a membership or package, or verify if they have one by going to their Profile —> Billing —> Packages & Memberships

• Schedule Client

• After booking, verify Date, Time, Therapist and Session Length

example: Ok, Sarah, I have you down for Thursday, October 10th at 11:30 with Samantha for that 75 minute session.

• Ask them if there is anything else you can help them with.

• End call with a pleasantry “Have a wonderful day”

• Ask: is there a day, time or therapist you are looking for?

• Assist client in finding their preference of booking.

• Before creating the profile and booking the appointment, make them aware that a credit card or gift card will need to be on file to hold the appointment.

• Ask if they would still like to proceed.

• If yes, complete New Client Profile, making sure to collect the following information:

  • First & Last Name

  • Email that they have access to.

  • Phone number

  • At the bottom of the profile, ask them if they would like to receive text message notifications regarding their appointment. Check the boxes.

  • At the bottom of the profile, select OK to Send Marketing Emails.

  • Click Save.

• If they don’t want to give a Credit Card or Gift Card, please go to next step.

• In the event a client does not want to provide a credit card:

“I understand your concern. To let you know our system is PCI compliant. After we enter in your information, we can only see the last 4 numbers of the card and we will never charge your card without your permission.”

Usually people feel better at this point. Go to Step 2: New Client Profile for the steps to set up their profile.

• If they still do not want to provide a Credit Card:

“Again, I understand. Unfortunately, it is our policy to have a card on file to book an appointment.”

Wait for their response.

If they decide to provide a Credit Card, go to Step 2: New Client Profile for steps to set up their profile.

• If they still would not like to provide a Credit Card:

“I understand. Thank you for calling. Have a wonderful day”

• If you would like, you can ask them if they would like a manager to call them back. If yes, send Tawni a message in Jane with their name and phone number along with the reason.

• After setting up client profile, continue with booking their appointment.

• After booking, verify Date, Time, Therapist and Session Length

example: Ok, Sarah, I have you down for Thursday, October 10th at 11:30 with Samantha for that 75 minute session.

Intake forms:

• For a therapeutic massage and graston session, only the Standard Intake form will be sent automatically.

“Sarah, I will be sending you an email with your intake form. Please try to fill that out prior to your appointment so that it doesn’t cut into any of your hands-on time. If you have any issues, please give us a call and we can assist you.”

• For CST, MLD, Pregnancy, Red Light Therapy and Minor Release sessions, manually select the respective form and email to the client.

“Sarah, I will be sending you an email with your standard intake form and respective form*. Please try to fill that out prior to your appointment so that it doesn’t cut into any of your hands-on time. If you have any issues, please give us a call and we can assist you.”

Cancellation Policy:

“I also want to make you aware of our cancellation policy. We have a 24 hour cancellation policy. If you need to cancel or reschedule your appointment, please call us at least 24 hours prior to your appointment start time to avoid a late cancel fee of up to 50%. A no-show appointment has a fee of up to 100%.”

Ask if they know where we are located/give them our address:

365 E Lomond View Drive

North Ogden 84414

How to Find Us:

Sometimes they ask where that is:

“Are you familiar with North Ogden, at all? We are just two streets north of Lee’s Market Place, on the west side of Washington Blvd.”

Give them a verbal visual of how to find our office:

“We are located in the Mountain Springs Dental building on the back side. Follow the parking lot around the back, lower area of the building. You will see our logo on the door.”

• Ask them if there is anything else you can help them with.

• End call with a pleasantry “Have a wonderful day”