How should my front desk follow up with new med spa enquiries?
By the partners at Shefa Atelier ·
The short answer
Reply quickly, by a real person, with the aim of booking a consultation. Then follow a fixed schedule for anyone who doesn't book, with one named owner for every enquiry. Most practices lose more enquiries to slow or inconsistent follow-up than to weak marketing.
Speed matters most
An enquiry is usually one of several the person has sent. The practice that answers first, warmly and clearly, often wins the consultation. Measure how long enquiries wait, during business hours and after.
A simple follow-up schedule
For enquiries that don't book on first contact:
- Same day: a personal reply that answers their question and offers two consultation times.
- Day 2: a short follow-up by their preferred channel.
- Day 5: one more helpful message, such as what to expect at a consultation.
- Day 14: a final, polite check-in that leaves the door open.
One owner per enquiry
Every enquiry should have a named person responsible until it books or closes. Shared inboxes without ownership are where good leads go quiet.
Respect opt-outs and the consent rules for calls and texts; marketing texts in particular require prior consent in the US.
Script, then practice
Write a short script for calls and messages, then role-play it weekly. The goal is not to sound scripted; it is to make sure every caller gets the same clear path to a consultation.
Want to talk through your situation?
Consultations are offered to established owners after a short application, reviewed personally by our partners.
Apply for a Consultation