We were getting the enquiries. We were just too slow getting back, and you lose people that way.
About the clinic
A single site aesthetics clinic in Manchester, run by its founder with two practitioners. Most new patients come through Instagram and word of mouth, and most enquiries arrive as direct messages asking the same handful of questions about price, downtime and whether a treatment is right for them.
Opportunity
The enquiries were not the problem. Replying to them in time was. Messages landed across Instagram, the website and WhatsApp, often in the evening, and a full treatment day meant they sat for hours. By the time the clinic answered, some had already booked elsewhere. The ones that did get a reply often did not get the follow up, and an enquiry that is not chased goes quiet.
“We were getting the enquiries,” the founder said. “We were just too slow getting back to people.”
Solution
Over a four week preview, Wellness A\ answered the first message on every channel. It replied to the common questions using the clinic’s own pricing and aftercare, offered a consultation time, and drafted the follow up for treatments that needed one. The founder reviewed the consultation plans and quotes, which were ready the same day rather than written up later.
Key use cases
- First reply. The questions about price and downtime are answered accurately within minutes, day or night, with a consultation offered rather than left open.
- One inbox. Instagram, WhatsApp and website enquiries arrive in one place instead of across three phones.
- Consultation plans. Each consultation becomes a written plan and quote the same day, ready for the founder to check and send.
- Follow up. Patients who do not book straight away hear back at the right moments, instead of being forgotten on a busy week.
Impact
During the four weeks the clinic went from replying in a day to replying within the hour, and the enquiries that used to go cold while no one had time began turning into consultations. The founder kept it on after the preview.