Example: A guest arrives 25 minutes late for a full facial. Instead of saying no, offer options: “I can offer you an express facial today, or we can reschedule so you can enjoy your full service.”

Phone etiquette

1. Speak clearly, slowly and in a cheerful, professional voice. Callers can’t see your face, only hear you.
2. Use your normal speaking volume.
3. Don’t eat or drink while on phone duty. Save it for your break.
4. No slang or casual language, and never swear. Answer clearly with “yes” or “no.”
5. Address callers by title, such as “Good morning, Mr. Brown.” Never use an unfamiliar caller’s first name.
6. Listen fully. When taking a message, repeat it back to confirm you have it right.
7. Stay patient with upset callers. Listen, then connect them with the right person. Never snap back.
8. Always ask before placing a caller on hold, and check back within a few seconds.
9. Stay focused on the call. If someone interrupts, let them know politely that you’re with a caller.

Making calls

• Identify yourself on every outgoing call and voicemail: your name, Mosaic Luxury Medical Spa, and our number.
• Keep voicemails brief. Plan what you’ll say before you call.
• Never leave confidential details in a message, and be aware of who can overhear you.

We’re not here just to provide a spa service. We deliver a one-of-a-kind experience to every guest.

• Open the door for guests.
• Help families with children. Offer cookies, and paper and a pen to draw with.
• Remember the details. If a guest loves a certain chocolate we carry, send some with them. Add preferences to their client notes and use them at the next visit.
• Always smile. Some guests will be difficult, and we don’t know what they’re going through. Smile and work to make it right.

Toxins are priced per unit and fillers per syringe. The provider decides the product and amount at the visit.

Patients ask for these daily. Track Alastin and SkinBetter stock on the Mosaic inventory sheet, updated on the 1st and 15th of each month.

Progress is saved on this device only.

Your end-of-week debrief

Come prepared to answer:

• What directly affects spa flow?
• Where are cosmetic opportunities being missed?
• How can communication be improved?
• What could we improve right away?

What to listen for

• Cosmetic concerns raised during a medical visit: texture, pigmentation, scarring or aging.
• Conditions that often lead to spa care: acne, rosacea, melasma, sun damage, aging and scarring.
• Comments from the MA, provider or patient such as “cosmetic option” or “the spa can help with this.”
• Medical follow-ups that could lead to maintenance treatments such as peels, facials or lasers.

How to hand off

1. Let the Mosaic coordinator know right away when a patient shows cosmetic interest.
2. Offer a consultation using the script below, with a simple explanation of the service.
3. Book the consultation the same day when possible. Otherwise, schedule it before the patient leaves.
4. Include cosmetic recommendations in the checkout conversation.
5. Record every referral: who was referred, whether they booked, and what they booked.

Same-day bookings protect revenue. A patient who leaves without a consultation booked is a missed opportunity.

AOD front desk staff: see the AOD front desk guide for services, durations, toxins, fillers and skincare.

AOD office addresses and hours are on the training home page.