Enquiry book
Every enquiry that reached the clinic last year, what was done about it, and how long it took.
Aesthetics enquiries
206
Last 12 months
Answered next day or later
141
68% of the total
Never answered
43
No reply on any channel
Attended a consultation
53
26% of enquiries
Forty-three people asked Braemore a question and got no answer at all.
Not a slow answer — none. Thirty-one of them came in through the social lead form,
which nobody had been assigned, and nine through the website outside office hours on a
Friday. Nobody knew the number until the enquiries were in one place.
Recent enquiries
Newest first| Received | Person | Interest | Source | Replied in | Outcome |
|---|---|---|---|---|---|
| 25 Aug 22:10 | Jodie Callaghan | Lip filler | Website | 14s | Booked 6 Sep |
| 25 Aug 19:42 | Priya Kulkarni | Anti-wrinkle | Website | 11s | Booked 3 Sep |
| 25 Aug 14:06 | Hannah Beaudry | Skin, pigmentation | Phone | Immediate | Booked 28 Aug |
| 24 Aug 20:15 | Mel Toshack | Lip filler | Social | 15h 20m | No reply since |
| 24 Aug 12:31 | Dan Whitcombe | Whitening | Website | 9s | Booked 1 Sep |
| 23 Aug 09:04 | Simone Aveiro | Anti-wrinkle | Social | — | Never answered |
| 22 Aug 18:50 | Kate Lindqvist | Skin, acne scarring | Referral | 2h 10m | Consultation, no treatment |
| 22 Aug 11:12 | Owen Braithwaite | Implant | Website | 12s | Booked 4 Sep |
The three enquiries answered in under fifteen seconds arrived
at 22:10, 19:42 and 11:12. Only one of those hours has anybody at the desk.
By source
206 aesthetics enquiries| Source | Enquiries | Never answered | Attended |
|---|---|---|---|
| Website form | 88 | 9 | 31 |
| Social lead form | 62 | 31 | 6 |
| Phone | 31 | 0 | 11 |
| Referral | 14 | 1 | 4 |
| Walk-in | 11 | 2 | 1 |
The social channel produces the second highest volume and the
worst outcome by a distance. It was nobody’s job.
Why the others did not proceed
Recorded at the point it happenedFive people were told a treatment was not right for them. That is the one bar on this chart the clinic should want to keep, and until now it was indistinguishable from all the others.