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This lesson is part of the free online course The Esthetician Practice Series, focused on real-world operations, client communication, and revenue development. The course presents how a beauty practice truly functions — from the first client interaction, through front desk coordination, to management and professional training systems.
The program consists of 30 concise lessons released daily. Each lesson addresses specific real-life situations that occur in everyday practice and can be implemented immediately.
The curriculum is divided into three core areas:
You may follow the lessons in sequence or revisit selected topics at any time. All materials are available free of charge.
The purpose of a phone call or message exchange is not simply to provide information. The primary objective of the front desk is to secure an appointment and communicate that the practice operates in an organized, professional manner.
Clients typically call or message for one of the following reasons:
Every conversation should lead to a clear outcome: a scheduled appointment or a defined next step.
A phone call should follow a simple, repeatable structure:
Maintaining this structure keeps communication calm, efficient, and organized.
The greeting should be brief and professional.
Examples:
“Good morning, [Practice Name], how may I assist you?”
“Hello, this is [Practice Name], how can I help you today?”
Lengthy introductions are not necessary.
Questions about pricing are among the most common. The price should be communicated clearly and confidently, followed immediately by an invitation to schedule.
Response structure:
Examples:
“The treatment is $…, and we currently have availability on…”
“The cost is $…, and our next opening is…”
“Our earliest available appointment is…, would that work for you?”
The conversation should not end with pricing alone.
If the client shows interest, offer a specific date and time immediately.
Examples:
“I can offer you an appointment on…”
“Let me check availability for…”
“Which day works best for you?”
Once scheduled, repeat the appointment details clearly.
Example:
“We’ll see you on…, at…”
Messages should be:
Examples:
“Our next available appointment is…”
“The treatment cost is…”
“We can offer you an appointment on…”
Every message should ideally end with an invitation to book.
After booking, summarize the appointment details and any preparation instructions.
Examples:
“We look forward to seeing you on…, at…”
“You will receive a reminder the day before your appointment.”
“If you need to make changes, please let us know in advance.”
The conversation should end calmly and professionally.
Examples:
“We look forward to seeing you.”
“Please feel free to reach out if you have additional questions.”
If the client is undecided, leave the door open for scheduling.
Examples:
“I can tentatively hold a time for you.”
“Feel free to contact us once you’ve decided.”
“Our schedule fills quickly, so planning ahead is recommended.”
These mistakes reduce booking conversions.
Using one consistent structure organizes communication and increases booking rates.
| Conversation stage | Front desk action | Outcome |
|---|---|---|
| Greeting | Calm and professional response | Strong first impression |
| Pricing inquiry | State price + offer appointment | Higher booking likelihood |
| Scheduling | Offer specific date and time | Confirmed reservation |
| Confirmation | Repeat appointment details | Reduced errors |
| Closing | Clear and professional ending | Sense of organization |
Effective phone and message communication has a direct impact on booking volume. A client interaction should not end with pricing or treatment information alone. The goal is to guide the conversation toward scheduling or a clearly defined next step.
Maintaining a consistent structure, a calm tone, and offering a specific appointment time increases conversion and reduces communication chaos. When clients receive clear information and defined availability, they are more likely to book and return.
This lesson is part of the free series The Esthetician Practice Series, which explores daily front desk scenarios, client communication, and operational organization within a beauty practice.
If you want to strengthen your treatment skills, expand your cosmetology knowledge, or improve operational systems within your beauty practice, explore the courses available in our online school.
If you want to learn effectively and at your own pace, you’re in the right place. Our courses combine years of hands-on experience with detailed treatment protocols, instructional videos, and advanced cosmetology-medical educational materials—designed to support your professional growth regardless of where you are based.
You choose a course and gain immediate access to all online materials after purchase. You learn at your own pace, with 12 months of access to the content and no time pressure. After completing the course, you receive a certificate, and the knowledge you gain can be applied in practice right away.
