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« Brian Buinewicz MD, Plastic Surgeon At Le MedSpa In New Jersey | Main | Making Your Medical Spas Homepage Succeed »
Tuesday
Apr092013

Your Medical Spa's Front Desk

It's easy find sub-par front desk staff in medical spas.

I got this complaint (I'm not sure why it was even sent to me) of someone who ended up leaving a clinic less than impressed...

Here's the comment:

If you're a cosmetic surgeon, a cosmetic dermatologist or even a cosmetic dentist, the gals at the front should somehow represent your practice. Your's have much to be desired.

I recently had an appointment at your clinic I was able to make the following observations.

  1. She had blackheads
  2. Too little makeup (which made the blackheads visible)
  3. Chewing gum
  4. Her hair in a ponytail in a way that looks like a rat's nest thingy
  5. Wearing some kind of jammy looking top.
  6. Could have used a more supportive brassiere.

I left very disappointed...These things should never be seen in any medical spa.

The front desk should be the bus drivers! It means they are the first person you'll see when you enter the bus and the most likely person to cause an accident. Do you understand? If you don't like the sight of the girls you see out front, then there's something wrong about the "Aesthetic" services you're providing.

Now, look at your girls out in front. If they look anything like what I observed, then you should talk to them. Perhaps you need a dress code. Maybe you should provide them the product and treatments that your office is offering. Pamper your staff a little. Besides, it will be easier for them to sell your services since they have first hand experience.

However, one should not be to brash in saying these things since people can be very sensitive, especially women. Consider it from a perspective of a prospective client when they walk through your door. Will they wonder, "why doesn't the front desk person look anything like the product they're offering?" and "what's she doing in a place like this? She doesn't seem to belong".

While the email is obviously not actually for me since I no longer own any clinics, the sentiments represented are spot on. I don't know what clinic gave rise to this email but you'll want to make sure that your medical spa's front desk represents you the way you'd want it to.

Reader Comments (1)

This is amazing feedback. Of course, no one likes to receive criticism, but it should always be taken and looked at objectively.

Another suggestion I would make is to pay close attention to how your front desk staff treat visitors and speak with patients and potential patients over the phone. A receptionist can make or break a potential new deal without you even realizing there was a potential lead.

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