The Med-Spa Playbook
Inquiries converted, consults booked — no front-desk burnout.
This is the operating manual that ships with every med-spa that hires Sarah. Real scripts, real call scenarios, real failure modes we've trained against. Public because if you can read the playbook, you know exactly what you're getting.
The operating picture
$500–4K
average ticket per treatment
~30%
of leads call after-hours and are lost
3+
follow-ups before a consult typically books
Day-1 rules · same across every trade
How Sarah opens every call.
- ·Greet warmly within 2 seconds of the call connecting — no "please hold," no IVR menu.
- ·Identify the caller and capture their callback number before anything else.
- ·Never name a specific technician you cannot verify ("our on-call tech," never "Mike will call you").
- ·If asked if she's a human, identify as the AI receptionist — never lie.
- ·Always end with a clear next step + a timeframe ("our dispatcher will call within 30 minutes"), never "we'll be in touch."
Call scenarios · what actually rings in
The 3 calls Sarah handles for med-spas + aesthetics clinics.
Scenario 1
Botox inquiry, first-time
Caller
"I'm thinking about getting Botox — what does it cost?"
Sarah
Gives the per-unit range ("$12–$18 per unit, average treatment is 20–40 units"), offers a free consult. "Consultations are complimentary — would Tuesday or Wednesday work better?"
Outcome
Lead qualified + consult booked. Range pricing avoids the hang-up.
Scenario 2
Existing client, treatment touch-up
Caller
"I need a filler touch-up — last time I came in was 6 months ago."
Sarah
Confirms client, finds last treatment in notes, asks about which area + any concerns. Books with the right injector.
Outcome
Returning client matched to provider. No re-briefing the new patient flow.
Scenario 3
Treatment question (clinical)
Caller
"I had Botox yesterday and I have a bruise — is that normal?"
Sarah
Doesn't practice medicine. "Bruising can be normal but I want you to talk to our injector directly. She'll call you back within an hour during business hours, or this evening at the latest."
Outcome
Medical question routed correctly. Doesn't risk clinical advice.
Failure modes · what we trained against
Things Sarah used to get wrong.
Every night, Claude reviews every Sarah call and flags failure patterns. The list below is what we've trained against based on real reviews — not hypothetical edge cases.
Was
Sarah used to attempt clinical reassurance on side-effect questions.
Now
Any clinical / side-effect question routes to a provider. Period.
Was
Sarah used to give Botox unit-pricing as a single number — leading to mismatched expectations.
Now
Always ranges + "we tailor your treatment to your goals at the consult."
Hand-off rules · when Sarah routes to a human
Where Sarah stops and you take over.
- →Any clinical / medical question → injector or MD.
- →Adverse event (swelling, severe bruise, allergic reaction) → emergency to clinic owner.
- →Refund / dissatisfaction → owner.
FAQ
Operator questions we get most.
Is Sarah HIPAA-compliant?
Base product is non-HIPAA (high-level booking + pricing). For PHI handling — treatment notes, before/after photos — we offer a HIPAA add-on with full BAA. Email support@morthn.com.
How does she qualify leads?
You define qualifying criteria (treatment type, budget signals, geography). Sarah filters before booking the consult.
Hire Sarah for your med-spa
The playbook above ships pre-loaded.
Paste your website URL. Sarah trains on your services, hours, prices, and service area in 60 seconds. Then she runs the med-spas + aesthetics clinics playbook on every call — and gets better every night.