TEAM UPDATE | October 30th 2020
Thank you to everyone who made it along to our meeting on Tuesday! It's so important that we all get the opportunity to catch up with each other so we can work cohesively together :)
I have a quick recap below of points that were raised, so please read on.
RECEPTION MEETING RECAP!
New Client Forms:
Double check all data especially phone numbers and email addresses.
Make sure the correct option has been selected in the 'Subscription' section. Clients don’t get reminders or confirmations if we get this info wrong.
All recep must initial doc before scanning so we know who to follow up with for repetitive errors.
PLEASE SEE MY RECENT FB POST + TEAM UPDATE | SEPTEMBER 24TH 2020 + HOW TO INITIAL FORMS (WIX)
If there isn’t enough change to give someone then put on their account to use at later date.
Make sure you put initials and detailed notes so the next person can follow.
Always give your manager advanced notice when you need change.
Delete emails & Voicemails
delete emails from the inbox once actioned or put into your personal inbox if directed to an individual.
delete voicemails from the phone system each day.
Selecting text/email box
When booking a new client into system, make sure we are selecting text in the subscription section straight away. We generally don't collect email over the phone so if you don't do this step, the client will not receive any message of their apt.
Personal chats at Reception
Be mindful of level, language and appropriateness of conversations in reception.
Notes make a HUGE difference to daily operations PLUS good notes for therapists about type of treatment or info about a client makes a difference to level of service we can provide.
Please make sure we are continuing to include our standard notes i.e. LMOVM, re confirming appt, HF checking, Moving appts if thera is sick, etc.
Make sure they are being updated weekly to something bold, no light colours & put out at 8am so we get peak hour traffic
Feel free to be fun and creative with this!
CLIENTS COME FIRST
Prioritise clients over NMK team members
Chats with managers, team mates ANYONE within NMK needs to be put on hold and stopped immediately for a client that walks in the door or if a phone rings
NEVER put a client on hold to chat with a team mate or manager unless its urgent
2020 PRICING CHANGE
Our new prices are in effect as of this Monday 2nd November 2020.
I will be making all back end changes in MB so everything should be sorted from a systems point of view, but please be aware just in case anything doesn't appear as it should and let me know ASAP.
We see 750-800 clients per week, we know that we will have SOME clients that may express they are not happy about this, but they will be the minority. If you ever get into a situation where a client is unhappy, please just say “Im happy to organise a manager to call you to discuss things” so you don’t need to deal with the situation on the desk. Another way to help with combatting any clients unhappy about the increase is to encourage them to do a Facebook or Google review and they will instantly get $10 off their service.
If you have ANY client that you feel is really upset and they are a regular valued client OR you just feel they could do with a follow up call or email, please make sure you complete their details in the new 'Pricing Log' (see inbox from KD) and send to the PM's to follow up.
Remember our end of year XMAS party is booked for Sunday 29th November @ Madam Wu's. We are still waiting on 3 people from our team to RSVP! We want to see all of you there, so please make sure you confirm as soon as possible. We obviously need to be able to give our numbers so we can cater appropriately at the venue.
It should be a fantastic afternoon/evening celebrating all our hard work through the year!
Sunday 15th November is an open invitation for anyone to come along for some Barefoot Bowls @ Merthyr Bowls Club!
1-3pm, and it's $10 to play.
Please let Britt know ASAP if you are keen, as we need to confirm numbers so we have enough space for everyone.
Newmarket XMAS social
Newmarket will be hosting a little XMAS celebration with food, drinks, and games at some point in December! Date and time still to be confirmed, but all reception are invited so it would be good to see you all along if you can make it.
Final Recepo Social
I would like to organise a final reception social before the end of the year to get us all together again to celebrate all your hard work! I want to make sure that it is something you are all keen on so suggestions are definitely welcome!
A few ideas that have been given already are:
Cork and Chroma
Picnic @ New Farm
HUGE THANK YOU TO EVERYONE FOR HELPING THROUGH A CRAZY YEAR AND FOR HELPING US GET THROUGH THE UPCOMING PRICE CHANGES. WE ARE TRULY APPRECIATIVE OF ALL THAT YOU GUYS DO.
Reminder: KD is away until the 17th November on holidays, so make sure you contact me and your PM's if there is anything you need help with.
I am also off sick next week from Wednesday to Friday recovering from Wisdom Teeth Surgery! Shoot me a message if you need anything and I will do my best to get back to you :)
Have a fabulous weekend!