In the latest episode of *Operation Med Spa*, hosts Rebekah Brannon and Janelle Cordtz dive deep into one of the most overlooked yet critical elements of running a successful med spa: mastering the call strategy at the front desk. Drawing from their vast experience in the aesthetics industry, Bek and Janelle emphasize how essential the front desk team is in converting inquiries into booked appointments and, ultimately, loyal clients.

The episode focuses on training front desk staff to handle phone calls effectively, especially during busy times when the phone is constantly ringing, and in-person clients are waiting. Bek and Janelle remind listeners that a simple change in call strategy can significantly impact the business's success. They compare it to flipping a switch in a dark room: rather than overhauling systems, practices should start with quick, actionable fixes like improving front desk communication.

One of the biggest mistakes med spas make is not answering the phone. Whether due to prioritizing the in-person client or being overwhelmed by multiple calls, ignoring the phone can mean losing a potential client to the next practice. Bek and Janelle explain how a front desk team can manage this by using simple strategies, such as asking the in-person client for a brief moment to pick up the call and placing the caller on hold politely. This makes both the client in front of them and the caller feel valued and prevents missed opportunities.

Another key point the hosts touch on is leading the call. Front desk staff should guide conversations with potential clients rather than answering with short, one-word responses. By engaging callers and offering information proactively, they can create a more inviting experience that encourages booking. Bek and Janelle also stress the importance of credentialing—sharing key points about the practice’s expertise and why the client should choose them over competitors.

The episode wraps up with practical advice for med spa managers: be involved at the front desk. By spending time at the front, managers can better understand the challenges staff face and provide real-time coaching. They also recommend utilizing resources such as secret shopping or conversion rate software to help refine call strategies.

This episode offers valuable, actionable tips that med spa owners and operators can implement right away to boost conversion rates and make every phone call count.

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